Senior IT Helpdesk Technician L2

Position Summary

The ideal candidate is a proactive and independent IT professional who can manage their ticket queue from start to finish with minimal supervision. They will act as a reliable point of contact for employees, providing timely support, resolving escalated issues, and maintaining clear communication throughout the process. This role requires strong technical skills with Mac and/or Windows environments, hands-on experience with Microsoft 365, Azure AD/Entra ID, and Intune, as well as proficiency in using ticketing systems. The candidate should be capable of producing regular reports and ensuring a smooth and efficient support experience for end users.

Job Details

Work Setup: Work from home
Schedule: Monday to Friday, 8:00 AM to 5:00 PM PST
Holidays: US Holidays

Key Responsibilities

• Independently manage an assigned ticket queue from intake through closure, ensuring SLAs are consistently met

• Provide L2 technical support for hardware, software, Microsoft 365, network connectivity, identity, and productivity tools

• Troubleshoot and administer Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, and Intune

• Support Azure AD / Entra ID for identity and device management

• Administer and troubleshoot Active Directory and Windows Server environments, including user/group management, GPOs, and basic server issues

• Provide support for macOS and Apple devices, including configuration, MDM enrollment, and end-user troubleshooting

• Document all cases clearly and accurately within the company’s ticketing platform (ServiceNow, Jira, Zendesk, or similar)

• Produce weekly support reports summarizing ticket volume, recurring issues, SLAs, and queue updates

• Proactively follow up with end users on open tickets and ensure timely resolution

• Identify recurring problems and recommend improvements in processes, documentation, or configuration

• Maintain and update internal knowledge base articles and end-user documentation

• Collaborate closely with US-based IT leadership on escalations and larger IT initiatives

• Maintain and update internal knowledge base articles and end-user documentation

Required Qualifications

• Minimum of 3 years of IT Helpdesk/Technical Support experience, with clear demonstrable experience operating at L2 capacity.

• Proven track record of owning a personal ticket queue, following up independently with end users, and producing regular reporting without prompting.

• Strong, professional English communication skills — both written and verbal. Must be comfortable working directly with US-based end users and stakeholders.

• Reliable availability for a full nightshift schedule aligned to US Pacific Time.

• Hands-on administration experience with Microsoft 365, Azure AD / Entra ID, and Intune.

• Solid working knowledge of Active Directory and Windows Server (user/group admin, GPOs, DNS/DHCP basics, troubleshooting), PowerShell, Linux

• Practical support experience with macOS and Apple hardware in a business environment.

• Hands-on experience with at least one enterprise ticketing platform: ServiceNow, Jira Service Management, or Helpdesk applications.

• Strong troubleshooting methodology, ownership mindset, and ability to work with minimal supervision.

• Stable home internet connection and a suitable work-from-home setup.

Preferred Qualifications

• Relevant certifications such as CompTIA A+/Network+, Microsoft 365 Certified: Modern

Desktop Administrator, Azure Administrator Associate, or Apple Certified Support

Professional.

• Experience supporting a US-based media, publishing, or events company.

• Exposure to basic networking (VPN, Wi-Fi, firewalls) and endpoint security tools.

• Experience building dashboards or reports from ticketing system data.