L2 Helpdesk Support (with MSP experience)

Job Title: Level 2 Technical Support Representative

About the Client: a Professional IT Services organization that provides Managed Services, Cloud Solutions and IT Projects focused on the future office. Our Smart Cloud Solution combined with our mobility offerings have set the way for Intelinet to provide customers with a total value-based solution for the server-less office. Intelinet was formed in 1982 and has earned partnerships with leading IT manufacturers such as Microsoft, VMware, Cisco, Dell, Veeam, StorageCraft, Cradlepoint, AT&T, IBM, and many more. Our Professional Services team provides customers with discounted hardware and skilled IT services in projects that are the right fit for our customers.

Overview: This role provides advanced IT support and serves as an escalation point for Level 1 helpdesk issues. It involves managing and troubleshooting client infrastructure, including Windows desktops, servers, mobile devices, and networking equipment, as well as supporting Microsoft 365, Teams, SharePoint, OneDrive, and cybersecurity tools. The position requires administering RMM and PSA tools, handling backup solutions, performing system maintenance, and occasionally providing on-site client support in the Dallas/Fort Worth area.

Key Responsibilities

• Serve as an escalation point for Level 1 helpesk and provide advanced troubleshooting.
• Support client infrastructure including Windows desktops, laptops, servers, and mobile devices.
• Manage issues related to Active Directory, DNS/DHCP, Exchange/Office 365, and Azure/Entra ID.
• Troubleshoot and configure network devices (firewalls, routers, switches, wireless access points).
• Provide advanced support for Microsoft 365, Teams, SharePoint, and OneDrive.
• Administer and troubleshoot remote monitoring and management (RMM) tools (e.g., ConnectWise Automate and ConnectWise Manage).
• Install, configure, and support backup solutions (e.g., Veeam).
• Support cybersecurity tools including Fortinet, Sophos, Barracuda firewalls/endpoint protection.
• Perform patch management, system updates, and preventive maintenance.
• Provide occasional client support in the Dallas/Fort Worth metroplex.
• Document all work in the PSA system (ConnectWise Manage and PassPortal).

QualificationsRequired Skills & Experience:

• 2-4 years of IT support experience, preferably in an MSP environment.
• Strong knowledge of Windows 10/11, Windows Server 2016/2019/2022.
• Proficiency with Microsoft 365 administration.
• Experience troubleshooting LAN/WAN, firewalls, and VPNs.
• Familiarity with RMM and PSA tools (ConnectWise).
• Excellent troubleshooting and problem-solving skills.
• Strong written and verbal communication skills.
• Customer-first mindset with the ability to explain technical concepts to non-technical users.

Preferred Skills (nice to have):

• Microsoft certifications (e.g., MCP, MCSA, MS-900, AZ-104).
• CompTIA certifications (Network+, Security+, A+).
• Experience with backup/disaster recovery solutions.
• Knowledge of advanced security frameworks and compliance (HIPAA, PCI, etc.)

Schedule: Night Shift

Setup: WFH

Why Join STAFFVIRTUAL?

• Competitive compensation and benefits package
  • HMO Day 1 + FREE dependent coverage
  • De minimis and allowances
  • Attendance bonus
  • Paid time offs
• Company-provided work setup (laptop, monitor, accessories)
• Training, career growth, and global exposure
• A collaborative and supportive team culture

If you're a motivated, client-focused professional who's ready to grow with a company that values people and performance, wed love to hear from you. Apply now and join our dynamic team at STAFFVIRTUAL!