L1 - L2 IT Support Engineer - Contract - Remote

Supportwave; New York (NY); Híbrido; USD 40.000 - 70.000; Jornada completa

Descripción de la vacante

Supportwave is seeking an L1-L2 IT Support Engineer for a remote, contract-to-hire role with a flexible global footprint. You will own issues from first contact through resolution, combining hands-on troubleshooting with clear customer communication.

Responsibilities include Microsoft 365 and Windows troubleshooting, account management, and documentation using ConnectWise PSA, IT Glue, NinjaOne, and ScreenConnect. The shift runs 21:00–06:00 Asia/Hong_Kong time.

Formación

• Experience in L1-L2 Helpdesk or Service Desk environments.
• Ability to independently resolve common end-user IT issues.
• Experience with ticketing/PSA and remote support platforms.
• Strong written and spoken English.

Responsabilidades

• Handle L1-L2 tickets from initial contact to resolution.
• Troubleshoot Microsoft 365, Windows, hardware, and connectivity.
• Manage user accounts, password resets, onboarding/offboarding, and 365 admin tasks.
• Use ConnectWise PSA, IT Glue, NinjaOne, and ScreenConnect to document requests.
• Meet SLAs and escalate to L3 when needed.

Conocimientos

MS 365 administration

Windows support

Remote support

Customer service

Ticketing systems

Herramientas

ConnectWise PSA

NinjaOne / NinjaRMM

ScreenConnect

IT Glue (optional)

Proofpoint (optional)

Huntress (optional)

Descripción del empleo

L1 - L2 IT Support Engineer - Contract - Remote Global Full Time ASAP Start Date 20 Aug 2027 End Date

About the Role

Join a client Helpdesk as an L1-L2 IT Support Engineer, owning technical issues from first contact through resolution. You’ll combine hands‑on troubleshooting with strong customer communication, resolving everyday IT issues independently and escalating complex cases appropriately.

Role Details

• Work Arrangement: Remote
• Working Hours: Monday–Friday, 8:00 AM–5:00 PM EST
• Break: One-hour lunch
• Type: Not specified
• Duration: Not specified

Key Responsibilities

• Be responsible for L1-L2 support tickets from initial contact through resolution, maintaining clear customer communication throughout.
• Troubleshoot Microsoft 365, Windows, hardware, applications, connectivity, permissions, and general end-user issues.
• Manage user accounts, password resets, access, onboarding, offboarding, and basic Microsoft 365 administration.
• Use ConnectWise PSA, IT Glue, NinjaOne, and ScreenConnect to manage, troubleshoot, and document support requests.
• Meet agreed SLAs and elevate L3 or specialist issues through the appropriate processes.

Competency Profile

• Strong ticket ownership with a proactive, resolution-focused approach.
• Professional customer communication with excellent written and verbal English.
• Organized and reliable, with sound judgment around troubleshooting and escalation.

Required Skills & Experience

• Previous L1-L2 Helpdesk or Service Desk experience; MSP experience is preferred.
• Proven ability to independently resolve common end-user IT support issues.
• Experience using ticketing/PSA and remote support platforms in a customer-facing environment.

Required Technical Skills

• Microsoft 365 administration and troubleshooting.
• Microsoft Windows and end-user technical support.
• Ticket management using ConnectWise PSA or a comparable PSA platform.
• Endpoint troubleshooting using NinjaOne/Ninja RMM or similar RMM technology.
• Remote troubleshooting using ConnectWise ScreenConnect or a comparable remote support platform.

Optional Technical Skills

• IT Glue technical documentation.
• Proofpoint and Huntress administration or alert handling.
• 3CX phone system experience.

Shift is from 21:00 to 06:00 Asia/Hong_Kongtime.

Skills

• Microsoft 365 Required
• Windows Required
• ConnectWise PSA Required
• NinjaOne / Ninja RMM Required
• ConnectWise ScreenConnect Required
• IT Glue Optional
• Proofpoint Optional
• Huntress Optional
• Alert Handling Optional
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