Level 1/2 Support Technician

DistantJob; United States; Remote; USD 42,000 - 64,000; Full time

Job summary

DistantJob is seeking an entry-level Level 1/2 Support Technician to be the first line of contact for clients, providing friendly help and keeping systems running for small to mid-sized businesses.

This role emphasizes attitude and customer service, with hands-on training for RMM, PSA, and IT Glue, and daily interaction with clients across platforms. You’ll work 8–5 Pacific, supporting Windows environments, Office 365, security basics, and data migration as part of a responsive MSP team.

Qualifications

• 6 months to 1.5 years in a helpdesk or IT support role.
• Native English speaker; communicate clearly and professionally at all times.
• Available to work Monday–Friday, 8 am–5 pm US Pacific Time.
• Experience communicating with customers across multiple platforms (phone, email, ticketing).
• Hands-on experience with RMM, PSA/ticketing, and documentation platforms (NinjaOne, Autotask, IT Glue).
• Windows Server: Active Directory, DNS, file/folder security, certificates, and print servers.
• Well-versed in Office 365, Adobe and common Windows apps.
• Endpoint security and antivirus experience (BitDefender preferred).
• Familiarity with email management platforms like OpenText (AppRiver).
• Hardware troubleshooting at subassembly level (drives, PSUs, GPUs).

Responsibilities

• Be the first point of contact for client issues via phone, email, and alerts.
• Triage tickets: identify the problem, assess severity, and escalate when needed.
• Keep clients updated throughout the resolution process — no radio silence.
• Configure and deploy new workstations; migrate data and applications.
• Troubleshoot Windows PCs, servers, and common hardware issues.
• Support Active Directory, DNS, file/folder security, print servers, and certificates.
• Monitor and troubleshoot client LAN environments.
• Assist with endpoint security and email management.
• Document everything in IT Glue — seriously, everything.

Skills

Customer service

Communication

English fluency

Tools

NinjaOne

Autotask

IT Glue

BitDefender

OpenText

AppRiver

Office 365

Adobe

Windows OS

Job description

No, 'have you tried turning it off and on again?' is not beneath you here — it's literally step one...
We're looking for a Level 1/2 Support Technician who combines a great attitude with a genuine passion for helping people. This is an entry-level role with constant client interaction, supporting small to mid-sized businesses and keeping their technology running smoothly.
They are a growing Managed Services Provider known for their responsive, people-first approach to IT support. Their clients count on them not just for technical fixes, but for a team that communicates clearly and treats every issue with care.
Attitude and customer service come first. Technical skills and tools can be taught — what matters most is genuinely enjoying helping people, staying calm under pressure, and bringing a strong work ethic.

Responsibilities

• Be the first point of contact for client issues via phone, email, and automated alerts.
• Triage tickets: identify the problem, assess severity, and escal when needed.
• Keep clients updated throughout the resolution process — no one likes radio silence.
• Configure and deploy new workstations; migrate data and applications.
• Troubleshoot Windows PCs, servers, and common hardware issues.
• Support Active Directory, DNS, file/folder security, print servers, and certificates.
• Monitor and troubleshoot client LAN environments.
• Assist with endpoint security (BitDefender, Blackpoint) and email management (OpenText/AppRiver).
• Document everything in IT Glue — seriously, everything.

Requirements

• 6 months to 1.5 years of experience in a helpdesk or IT support role, ideally at an MSP or in a role supporting multiple clients simultaneously.
• Native English speaker — this is a deal breaker. You'll be on the phone with clients daily and need to communicate clearly and professionally at all times.
• Available to work Monday–Friday, 8 am–5 pm US Pacific Time.
• Proven experience communicating with customers across multiple platforms (phone, email, ticketing systems).
• Hands‑on experience with RMM, PSA/ticketing, and documentation platforms (we use NinjaOne, Autotask, and IT Glue).
• Windows OS experience in Workgroup and Domain environments; ability to set up PCs and migrate data.
• Working knowledge of Office 365, Adobe, and common Windows apps.
• Endpoint security and antivirus experience (BitDefender preferred).
• Familiarity with email management platforms like OpenText (AppRiver).
• Hardware troubleshooting at the subassembly level (hard drives, power supplies, GPUs, etc.).
• Windows Server: Active Directory, DNS, file/folder security, certificates, and print servers.
• Virus removal, spam mitigation, and LAN troubleshooting.