Remote Support Technician Tier 2/3 - Full Time

TeamLogic IT; Deutschland; Hybrid; EUR 48.000 - 65.000; Vollzeit

Benefits dieser Stelle

Health insurance

Paid time off

401(k)

Zusammenfassung

TeamLogic IT is seeking a customer-focused IT support professional for our Woburn, MA team. The role emphasizes Level 2 responsibilities with support across Windows endpoints, Microsoft 365, and network services.

Hybrid work, with three days onsite and two remote, offers a balance of in-person collaboration and remote flexibility. Ideal candidates have 3–5 years of hands-on IT support, strong troubleshooting, and excellent communication.

Qualifikationen

• 3-5 years hands-on IT support experience; strong candidates outside this range will be considered.
• Experience supporting Windows and Microsoft 365 business environments.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent written and verbal communication, ability to explain technical issues clearly to non-technical users.
• Ability to prioritize competing requests, manage assignments independently, and collaborate when needed.
• Customer-first mindset, professional judgment, and calm under pressure.
• Reliable attendance, punctuality, organization, and follow-through.

Aufgaben

• Provide responsive, professional support through phone, email, remote sessions, and the ticketing system.
• Troubleshoot and resolve issues affecting Windows workstations and servers, Microsoft 365, user accounts, business applications, printers, and network connectivity.
• Support Microsoft Entra ID (Azure AD), Active Directory, Group Policy, DNS, DHCP, file permissions, mapped drives, and shared resources.
• Support Microsoft 365 services including Outlook, Exchange Online, Teams, SharePoint, and OneDrive.
• Diagnose LAN/WAN, Wi-Fi, VPN, firewall, and general TCP/IP connectivity issues.
• Perform hardware diagnostics and assist with workstation, laptop, server, and peripheral deployments.
• Use remote monitoring and management tools to support managed-services clients and address alerts.
• Maintain accurate time entries, ticket notes, and client-facing updates in our PSA platform.
• Create and maintain clear technical documentation, standards, and repeatable procedures.
• Coordinate with vendors and senior engineers when escalation or specialized support is required.
• Participate in the team on-call rotation.
• For more experienced candidates, mentor junior technicians and help improve team practices.

Ausbildung

Bachelor's degree in IT

Tools

Windows 10/11

Windows Server

Microsoft 365

Exchange Online

Teams

SharePoint

OneDrive

Microsoft Entra ID

Active Directory

Group Policy

Intune

TCP/IP

DNS

DHCP

VPN

Wi‑Fi

Firewalls

Hyper‑V

VMware

macOS

iOS

Android

RMM

PSA

Remote-support

Documentation platforms

Jobbeschreibung

Benefits:

• Health insurance
• Paid time off
• 401(k)

IT Support Engineer / Help Desk Technician

Level 1-3 candidates considered | TeamLogic IT of Northeast Massachusetts

LOCATION

Woburn, Massachusetts

SCHEDULE

3 days in office / 2 days remote

EMPLOYMENT

Full-time

EXPERIENCE

Experienced L2 Technician | Strong L1 and L3 Candidates also considered

COMPENSATION

$50,000 - $75,000 Annually

The opportunity

TeamLogic IT of Northeast Massachusetts is seeking a customer-focused IT support professional to join our Woburn-based team. This role is designed primarily for an experienced Level 2 technician, but we welcome applications from exceptional Level 1 candidates ready for greater responsibility and Level 3 candidates who value hands‑on client support, mentoring, and technical ownership.

You will support small and midsize businesses across Greater Boston to the New Hampshire boarder, resolving day-to-day issues, strengthening client environments, documenting solutions, and collaborating with other technicians and engineers. The right person combines technical judgment with patience, clear communication, and a genuine desire to help people.

Hybrid work arrangement: After onboarding and training, this position follows a regular schedule of three days per week in our Woburn office and two days working remotely. New hires should expect to work primarily onsite during the first few months while establishing a strong rhythm with the team and our clients.

About TeamLogic IT

TeamLogic IT of Northeast Massachusetts is a locally owned Managed IT Services Provider based in Woburn, MA. We help small and midsize businesses operate securely and effectively through fully outsourced IT, co‑managed support, and project‑based services. Our team combines the responsiveness and culture of a local, family‑owned business with the resources and collaboration of the nationwide TeamLogic IT network.

What You Will Do

• Provide responsive, professional support through phone, email, remote sessions, and the ticketing system.
• Troubleshoot and resolve issues affecting Windows workstations and servers, Microsoft 365, user accounts, business applications, printers, and network connectivity.
• Support Microsoft Entra ID (Azure AD), Active Directory, Group Policy, DNS, DHCP, file permissions, mapped drives, and shared resources.
• Support Microsoft 365 services including Outlook, Exchange Online, Teams, SharePoint, and OneDrive.
• Diagnose LAN/WAN, Wi‑Fi, VPN, firewall, and general TCP/IP connectivity issues.
• Perform hardware diagnostics and assist with workstation, laptop, server, and peripheral deployments.
• Use remote monitoring and management tools to support managed‑services clients and address alerts.
• Maintain accurate time entries, ticket notes, and client‑facing updates in our PSA platform.
• Create and maintain clear technical documentation, standards, and repeatable procedures.
• Coordinate with vendors and senior engineers when escalation or specialized support is required.
• Participate in the team on‑call rotation.
• For more experienced candidates, mentor junior technicians and help improve team practices.

Technology Environment

Experience across every technology below is not required. We value strong troubleshooting fundamentals and the ability to learn quickly.

• Windows 10/11 and Windows Server
• Microsoft 365, Exchange Online, Teams, SharePoint, and OneDrive
• Microsoft Entra ID, Active Directory, Group Policy, and Intune
• TCP/IP, DNS, DHCP, VPNs, Wi‑Fi, firewalls, and network troubleshooting
• Hyper‑V and VMware
• macOS, iOS, and Android
• RMM, PSA, remote‑support, and documentation platforms
• Third‑party business applications in coordination with vendor support

What We Are Looking For

We are more interested in demonstrated ability, ownership, and customer service than in checking every box. A degree is welcome but is not required when equivalent experience is present.

• Approximately 3-5 years of hands‑on IT support experience; strong candidates outside this range will also be considered.
• Experience supporting Windows and Microsoft 365 business environments.
• Strong troubleshooting, analytical, and problem‑solving skills.
• Excellent written and verbal communication, with the ability to explain technical issues clearly to non‑technical users.
• Ability to prioritize competing requests, manage assignments independently, and collaborate when needed.
• A customer‑first mindset, professional judgment, and a calm approach under pressure.
• Reliable attendance, punctuality, organization, and follow‑through.

Preferred Experience and Certifications

• Previous experience working for a Managed Services Provider (MSP).
• CompTIA A+, Network+, or Security+.
• Current Microsoft certifications related to Microsoft 365, Azure, endpoint administration, or security.
• Experience with Intune, virtualization, firewall administration, backup systems, or cybersecurity tools.

TeamLogic IT of Northeastern Massachusetts is committed to providing equal employment opportunities to qualified applicants and employees consistent with applicable law.

Flexible work from home options available.

Compensation: $55,000.00 - $75,000.00 per year

Our growth isn’t measured in numbers, it’s an investment in aligning with the best talent.

If you have a background and skillset for IT and a determined mindset to overcome any obstacle, you’ll enjoy being part of TeamLogic IT. Our team exhibits a deep‑seated need to expand boundaries, flex know-how and resolve challenges with smart solutions. That’s a good thing since technology is always advancing, creating an environment that’s fast‑paced and dynamic. When you work for a local office, you’re part of a bigger entity that fosters team collaboration among hundreds of technicians across North America.

We’re Committed to a People First Culture

Our philosophy is to support small‑and medium‑sized businesses across the country so they perform better, grow faster and achieve more. As a result, we are constantly providing our teams with the highest level of support, training and career advancement opportunities in an industry that is constantly evolving.

This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to TeamLogic IT Corporate.