Remote Support Technician (L2 - Frontline)

Snaphunt; Portugal; Teletrabalho; EUR 25 000 - 40 000; Tempo integral

Resumo da oferta

A leading cybersecurity and IT company based in Miami seeks a Technical Support professional to handle client-facing service requests and create documentation. The role requires 2+ years in IT support, strong troubleshooting abilities, and excellent communication skills. The ideal candidate will thrive in a collaborative environment and enhance the company's documentation practices.

Serviços

Flexible working options

Great work environment

Learn from best in class talent

Qualificações

• 2+ years in an IT support role, ideally within an MSP.
• Strong experience with Microsoft 365 admin center and Active Directory.
• Experience in writing clear technical documentation.

Responsabilidades

• Handle incoming service requests as the first responder.
• Write and maintain internal SOPs and knowledge base articles.
• Communicate proactively and ensure issues are resolved.

Conhecimentos

Troubleshooting

Communication

Time Management

Analytical Thinking

Ferramentas

Microsoft 365

Autotask

Datto RMM

IT Glue

Descrição da oferta de emprego

Social network you want to login/join with:

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Client:

Snaphunt

Location:

Portugal

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

192bcb2dc19a

Job Views:

6

Posted:

23.06.2025

Expiry Date:

07.08.2025

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Job Description:

The Offer

• Great work environment
• Flexible working options
• Work alongside & learn from best in class talent

The Job

Technical Support (Client-Facing)

• Handle incoming service requests as the first responder; resolve or escalate based on complexity.
• Support user issues related to Microsoft 365, Windows OS, remote access, printers, VoIP, cybersecurity tools, and network basics.
• Provision users and devices, configure new setups, and troubleshoot common MSP client environments.
• Deploy and support endpoint security solutions, DNS filtering, MFA, and remote backup solutions.

SOP Creation & Documentation

• Write, edit, and maintain internal SOPs, checklists, and knowledge base articles.
• Translate tribal knowledge into clear, repeatable steps for use by techs at all levels.
• Keep documentation up to date in IT Glue and ensure all client environments are well-documented.
• Standardize repeat tasks into documented workflows to support automation and efficiency.

Client Experience

• Communicate proactively and professionally set expectations, give clear updates, and follow up.
• Act as a customer advocate internally, ensuring issues are fully resolved and documented for future reference.
• Participate in daily huddles and weekly tech meetings to identify recurring issues and process gaps.
• Collaborate with L1s and L3s to fine-tune documentation and identify automation opportunities.
• Provide input on how to improve onboarding, ticket handling, and escalation procedures.

The Profile

• 2+ years in an IT support role, ideally within an MSP.
• Strong experience with Microsoft 365 admin center, Active Directory, user provisioning, and Teams/SharePoint support.
• Experience with Autotask, Datto RMM, and IT Glue (or similar PSA/RMM/KB systems).
• Comfortable writing technical documentation that is clear, easy to follow, and scalable.
• Strong troubleshooting mindset—curious, analytical, and able to work through complex issues.
• Excellent time management, communication skills, and attention to detail.

Extra Credit For:

• Prior experience building internal documentation libraries or leading documentation initiatives.
• Familiarity with compliance standards (NIST, HIPAA, CMMC, etc.).
• PowerShell or automation scripting exposure.
• CompTIA or Microsoft certifications.

What Success Looks Like:

• You handle 80–90% of frontline tickets from start to resolution and escalate only when needed.
• SOPs and documentation are no longer bottlenecks—because you own them.
• Clients trust your follow-through, and teammates trust your notes and workflows.
• You raise the bar for documentation across the entire tech team.

The Employer

Our client is Miami's Attentive, Reliable and Knowledgeable Cyber Security and IT Company. Founded in 2010, Our IT company was established with the mission of helping businesses manage their IT and keep them secure.