Remote L2 IT Support Specialist - Windows & macOS

Supportwave; Sand Springs (OK); Remote; USD 28,000 - 41,000; Full time

Job summary

Supportwave is seeking a customer-focused User IT Support Specialist – L2 to join a remote global team. You will provide reliable, secure and efficient technical support, resolve end-user issues and help customers maintain smooth day-to-day operations.

The role requires strong troubleshooting, ownership of tickets, and collaboration with colleagues to resolve complex issues. Join a global team delivering high-quality IT support and customer service.

Qualifications

• Experience in an L2 helpdesk or service desk role.
• Strong Windows and macOS troubleshooting skills.
• Experience with ConnectWise Manage for tickets and tracking.
• Experience with NinjaRMM and ScreenConnect for remote troubleshooting.
• Proficient in Microsoft Teams for communication.
• Ability to prioritise tickets and own issues through to resolution.
• Accurate time recording and experience with service delivery targets.
• Strong written and verbal communication.
• Relevant IT certifications are advantageous.

Responsibilities

• Manage and resolve tickets in ConnectWise Manage.
• Provide end-user support for Windows and macOS.
• Diagnose remotely via NinjaRMM and ScreenConnect.
• Onboard/offboard and provisioning of user accounts.
• Support productivity apps and cloud services.
• Track project activities using ConnectWise Manage.
• Collaborate with engineering and escalate when needed.
• Communicate with customers via Teams, email, and phone.
• Maintain ticket documentation and contribute to knowledge base.
• Record time spent and aim for six billable hours per day.
• Complete required training and identify process improvements.

Skills

ConnectWise Manage

NinjaRMM

ScreenConnect

Windows desktop support

macOS desktop support

Microsoft Teams

Identity and Access Management

Multi-Factor Authentication

Tools

ConnectWise Manage

Microsoft Teams

NinjaRMM

ScreenConnect

IT helpdesk support

Job description

Supportwave is seeking a customer-focused User IT Support Specialist – L2 to join a remote global team. You will provide reliable, secure and efficient technical support, resolve end-user issues and help customers maintain smooth day-to-day operations.

The role requires strong troubleshooting, ownership of tickets, and collaboration with colleagues to resolve complex issues. Join a global team delivering high-quality IT support and customer service.