Information Technology Support Technician – Tier 2, Tier 3

Jobtailor; Deutschland; Remote; EUR 42.000 - 65.000; Vollzeit

Zusammenfassung

Jobtailor is seeking an experienced IT Support professional to serve as Level 2 escalation for complex technical issues. You will manage Microsoft 365, Azure, and Windows Server environments, plus firewall and VPN configurations, EDR, and BCDR solutions. Strong English communication and MSP experience are required, with a remote-capable, organized approach.

You will maintain SOPs, support VoIP platforms, and ensure timely ticket updates while working autonomously in a fast-paced remote setting.

Qualifikationen

• 2+ years of experience in a Help Desk or IT Support role (Level 2 and equivalent).
• Hands-on experience with Microsoft 365 Administration.
• Working knowledge of Microsoft Azure (Azure AD, VMs, licensing).
• Experience configuring and maintaining SonicWall firewalls and VPNs.
• Strong understanding of Windows Server administration (2016/2019/2022).
• Proficiency with DNS (A records, MX, CNAME, TTL, forward/reverse zones).
• Familiarity with EDR platforms (e.g., SentinelOne, CrowdStrike, Malwarebytes EDR).
• Experience with BCDR solutions (e.g., Veeam, Datto, Acronis).
• Excellent documentation and technical writing skills.
• Fluent English — strong verbal and written communication required.
• Experience with VoIP platforms (e.g., 3CX, RingCentral, Teams Voice).
• Relevant certifications: CompTIA Network+, Security+, Microsoft MS-900, AZ-900, MD-102.
• Experience working in a Managed Service Provider (MSP) environment.
• Excellent troubleshooting, problem-solving, and communication skills.

Aufgaben

• Serve as the Level 2 escalation point for issues beyond L1 and L2 scope.
• Administer and troubleshoot Microsoft 365 environments including Exchange Online, Teams, SharePoint, OneDrive, and Intune.
• Manage and support Microsoft Azure services including AD, VMs, and cloud resources.
• Configure, maintain, and troubleshoot SonicWall firewalls and network security appliances.
• Administer and support Windows Server including Active Directory, Group Policy, DNS, DHCP, and File Services.
• Perform workstation setup, imaging, deployment, and troubleshooting for Windows 10/11.
• Manage and troubleshoot DNS records and resolution issues.
• Support and deploy EDR solutions.
• Assist in managing BCDR platforms and verify backup integrity.
• Assist with VoIP system administration and troubleshooting.
• Create and maintain technical documentation, SOPs, and knowledge base articles.
• Communicate effectively with clients in fluent, professional English.
• Track and manage tickets through the PSA/ticketing system with timely updates.

Kenntnisse

Microsoft 365 Administration

Microsoft Azure Services

Windows Server Administration

SonicWall Firewall Configuration

EDR Platform Familiarity

VoIP System Administration

DNS Management

Active Directory Management

Group Policy Configuration

Cloud Resource Management

Network Security Management

Workstation Setup and Deployment

BCDR Solutions

VoIP Platforms

Hubstaff

Tools

Hubstaff

Jobbeschreibung

• Serve as the Level 2 escalation point for technical issues beyond L1 and L2 scope


• Administer and troubleshoot Microsoft 365 environments, including Exchange Online, Teams, SharePoint, OneDrive, and Intune


• Manage and support Microsoft Azure services including AD, Virtual Machines, and cloud resources


• Configure, maintain, and troubleshoot SonicWall firewalls and network security appliances


• Administer and support Windows Server, including Active Directory, Group Policy, DNS, DHCP, and File Services


• Perform workstation setup, imaging, deployment, and troubleshooting for Windows 10/11


• Manage and troubleshoot DNS records and resolution issues


• Support and deploy EDR solutions


• Assist in managing BCDR platforms and verify backup integrity


• Assist with VoIP system administration and troubleshooting


• Create and maintain technical documentation, SOPs, and knowledge base articles


• Communicate effectively with clients in fluent, professional English


• Track and manage tickets through the PSA/ticketing system with timely updates

Requirements

• 2+ years of experience in a Help Desk or IT Support role (Level 2 and equivalent)


• Hands‑on experience with Microsoft 365 Administration


• Working knowledge of Microsoft Azure (Azure AD, VMs, licensing)


• Experience configuring and maintaining SonicWall firewalls and VPNs


• Strong understanding of Windows Server administration (2016/2019/2022)


• Proficiency with DNS (A records, MX, CNAME, TTL, forward/reverse zones)


• Familiarity with EDR platforms (e.g., SentinelOne, CrowdStrike, Malwarebytes EDR)


• Experience with BCDR solutions (e.g., Veeam, Datto, Acronis)


• Excellent documentation and technical writing skills


• Fluent English — strong verbal and written communication required


• Experience with VoIP platforms (e.g., 3CX, RingCentral, Teams Voice)


• Relevant certifications: CompTIA Network+, Security+, Microsoft (MS‑900, AZ‑900, MD‑102)


• Experience working in a Managed Service Provider (MSP) environment


• Excellent troubleshooting, problem‑solving, and communication skills


• Proactive and organized approach to project management


• Ability to work independently and collaboratively in a remote setting


• Detail‑oriented mindset with a focus on accuracy and quality


• Ability to multitask and manage time effectively in a fast‑paced environment


• Ability to manage multiple projects and meet deadlines


• Strong documentation skills and attention to detail


• Must be based in the Dominican Republic


• Must have own computer with internet access


• Comfortable using Hubstaff time tracking software


• Must submit a 1.5–2 minute voice note in English for screening

Core Competencies

Demonstrates expertise in Microsoft 365 Administration, Azure services, and Windows Server management, with a strong focus on troubleshooting and technical documentation. Proficient in managing network security appliances and EDR solutions while effectively communicating with clients in fluent English.

Highest-signal resume keywords

• Microsoft 365 Administration


• Microsoft Azure Services


• Windows Server Administration


• SonicWall Firewall Configuration


• EDR Platform Familiarity

Hard Skills

• Technical Troubleshooting


• DNS Management


• BCDR Solutions


• VoIP System Administration


• Workstation Setup and Deployment


• Active Directory Management


• Group Policy Configuration


• File Services Administration


• Network Security Management


• Cloud Resource Management

Soft Skills

• Excellent Communication Skills


• Problem‑Solving


• Organizational Skills


• Attention to Detail


• Time Management

Certifications & Qualifications

• CompTIA Network+


• CompTIA Security+


• Microsoft MS-900


• Microsoft AZ-900


• Microsoft MD-102

Industry Keywords

• Help Desk Support


• IT Support


• Managed Service Provider


• Technical Documentation


• Remote Work

Tools & Technologies

• Microsoft 365


• Microsoft Azure


• SonicWall


• Windows 10/11


• EDR Platforms


• BCDR Solutions


• VoIP Platforms


• Hubstaff