Remote IT Support Tech (Tier 2/3), Hybrid

TeamLogic IT, Inc.; Woburn, Northern (MA, KY); Hybrid; USD 50,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Paid time off

401(k)

Job summary

TeamLogic IT of Northeast Massachusetts is seeking a customer-focused IT support professional to join our Woburn-based team. This role primarily targets an experienced Level 2 technician, with opportunities for strong Level 1 candidates and Level 3 candidates who value hands-on client support and ownership.

You will support small and midsize businesses across Greater Boston to the New Hampshire border, resolving daily issues, documenting solutions, and collaborating with other technicians.

Qualifications

• 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 nontechnical users.
• Ability to prioritize competing requests, manage assignments independently, and collaborate when needed.
• A customer-first mindset, professional judgement, and a calm approach under pressure.
• Reliable attendance, punctuality, organization, and follow-through.

Responsibilities

• Provide responsive, professional IT 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.

Job description

TeamLogic IT of Northeast Massachusetts is seeking a customer-focused IT support professional to join our Woburn-based team. This role primarily targets an experienced Level 2 technician, with opportunities for strong Level 1 candidates and Level 3 candidates who value hands-on client support and ownership.

You will support small and midsize businesses across Greater Boston to the New Hampshire border, resolving daily issues, documenting solutions, and collaborating with other technicians.