MSP L2 Remote Desktop Support Technician (Santa Ana)

Ledgent Technology; Santa Ana (CA); Remote; USD 65,000; Full time

Job summary

Ledgent Technology is seeking a Remote Tier 2 Helpdesk Support Technician with MSP support experience. The role demands proficiency in remote desktop support, escalation management, and troubleshooting network components. Ideal candidates will have certifications such as CompTIA A+ and Network+, combined with strong documentation skills and a passion for exceptional client service.

Qualifications

• 3 - 5 years of Remote Desktop Experience with an MSP.
• 1+ year experience as an escalation technician.
• Strong service orientation and documentation skills.

Responsibilities

• Maintain 6-8 TPD Closure Rate for Service Desk Team KPIs.
• Effectively resolve escalation tickets through Root Cause Analysis.
• Troubleshoot components like Server, Switches, and Firewalls.

Skills

Remote Desktop Experience

Service Desk Team KPIs

Root Cause Analysis

Basic Network Infrastructure

Troubleshooting Server

RMM Tools Knowledge

Windows 10 / 11

Office 365

Strong Documentation Skills

Education

CompTIA A+

Network+

Tools

Datto

Huntress

ConnectWise

Job description

I am reaching out today because we are looking to hire a Remote Tier 2 Helpdesk Support Technician with MSP support experience. I was wondering if you or someone you know is in the market for a new opportunity.

Here is a brief summary of the Job Description:

Location: 100% Remote

3 - 5 years of Remote Desktop Experience with an MSP and 1+ year experience as an escalation technician.

Salary: $65k per year

• Understanding of Service Desk Team KPIs; Maintain 6-8 TPD Closure Rate
• Effective resolution of escalation tickets - Root Cause Analysis
• Advanced knowledge of basic network (firewall) infrastructure - SonicWall, FortiGate
• Troubleshoot Server, Switches, Wireless, Firewalls, and Network infrastructure components.
• Good knowledge of RMM tools - Datto and Huntress
• Familiar with ConnectWise, RMM
• Windows 10 / 11, Office 365, CompTIA A+, and Network+ Certifications - strongly preferred
• Strong documentation skills and providing exceptional service to clients

If interested in this great opportunity, please send your resume and a good contact number. I look forward to hearing from you.

Best regards,

Desired Skills and Experience

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in accordance with applicable laws.