Remote MSP Helpdesk Technician II

CyberSheath Services International, LLC; United States; Remote; USD 70,000 - 83,000; Full time

Job summary

CyberSheath Services International LLC is seeking an experienced Helpdesk Technician Level II to provide remote day-to-day support for client IT systems, including on-premise and cloud environments. You will troubleshoot hardware, software, and cloud services, and maintain documentation for requests in the helpdesk system.

The ideal candidate has 5+ years in IT helpdesk roles, MSP experience, and strong knowledge of Windows, Office 365, Azure, AD/GP, and networking fundamentals.

Qualifications

• Minimum 2+ years working for a MSP.
• Minimum 5+ years' experience on an IT Helpdesk.
• Experience with a helpdesk ticketing system (ConnectWise Manage preferred).
• Experience with Remote Monitoring and Management (RMM) tools.
• Strong customer service and communication skills.
• Experience with Windows desktop/server OS.
• Experience with Office 365/Azure administration.
• Proficiency with AD/GP.
• Moderate networking knowledge (TCP/IP, VPN).
• Knowledge of Microsoft cloud technologies (O365, Azure).
• Scripting/automation knowledge a plus.

Responsibilities

• Provide exceptional customer support in a fast-paced remote MSP environment.
• Remotely troubleshoot and resolve end-user hardware, software, and cloud service requests.
• Provide day-to-day operational support for desktop/server OS and applications.
• Support Office 365, Azure, Teams, OneDrive, SharePoint.
• Manage networking devices (firewalls, switches, APs) and remote backup/DR.
• Escalate to Level I staff when needed and assist with onboarding/offboarding.
• Maintain accurate documentation and notes for requests in ticketing system.
• Collaborate with third-party vendors to remediate issues.

Skills

MSP Experience

Helpdesk Support

ConnectWise Manage

RMM Tools

Customer Service

Windows Administration

Office 365 / Azure

Active Directory / Group Policy

Networking Basics

Scripting / Automation

Education

Bachelor's degree

Tools

ConnectWise Manage

NinjaOne

Labtech

Continuum

Active Directory

Job description

CyberSheath Services International LLC is seeking an experienced Helpdesk Technician Level II to provide remote day-to-day support for client IT systems, including on-premise and cloud environments. You will troubleshoot hardware, software, and cloud services, and maintain documentation for requests in the helpdesk system.

The ideal candidate has 5+ years in IT helpdesk roles, MSP experience, and strong knowledge of Windows, Office 365, Azure, AD/GP, and networking fundamentals.