Remote Support Technician Tier 2/3 - Full Time

TeamLogic IT of Northeast Massachusetts; Woburn (MA); 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 in Woburn, MA is seeking an IT Support Engineer / Help Desk Technician to join our customer-focused team. This hybrid role supports Windows workstations/servers, Microsoft 365, and network services, with three days in office and two remote.

We value hands-on experience (Level 2 preferred) and are open to strong Level 1 or Level 3 candidates who enjoy mentoring, documentation, and client-facing ownership.

Qualifications

• 3–5 years of hands-on IT support experience.
• Experience with Windows and Microsoft 365 environments.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent written and verbal communication for nontechnical users.
• Ability to prioritize requests, manage assignments independently, and collaborate when needed.
• Customer-first mindset, professional judgment, and a calm approach under pressure.
• Reliable attendance, punctuality, organization, and follow-through.

Responsibilities

• Provide responsive, professional 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.

Skills

Troubleshooting

Communication

Time management

Customer service

Attendance reliability

Education

Degree preferred but not required

Tools

Windows 10/11

Windows Server

Microsoft 365

Azure AD

Intune

Hyper-V

VMware

Job description

Benefits:

• Health insurance
• Paid time off
• 401(k)

IT Support Engineer / Help Desk Technician

Level 1-3 candidates considered | TeamLogic IT of Northeast Massachusetts

LOCATION

Woburn, Massachusetts

SCHEDULE

3 days in office / 2 days remote

EMPLOYMENT

Full-time

EXPERIENCE

Experienced L2 Technician | Strong L1 and L3 Candidates also considered

COMPENSATION

$50,000 - $75,000 Annually

The opportunity

TeamLogic IT of Northeast Massachusetts is seeking a customer-focused IT support professional to join our Woburn-based team. This role is designed primarily for an experienced Level 2 technician, but we welcome applications from exceptional Level 1 candidates ready for greater responsibility and Level 3 candidates who value hands-on client support, mentoring, and technical ownership. You will support small and midsize businesses across Greater Boston to the New Hampshire border, resolving day-to-day issues, strengthening client environments, documenting solutions, and collaborating with other technicians and engineers. The right person combines technical judgment with patience, clear communication, and a genuine desire to help people.

Hybrid work arrangement

After onboarding and training, this position follows a regular schedule of three days per week in our Woburn office and two days working remotely. New hires should expect to work primarily onsite during the first few months while establishing a strong rhythm with the team and our clients.

About TeamLogic IT

TeamLogic IT of Northeast Massachusetts is a locally owned Managed IT Services Provider based in Woburn, MA. We help small and midsize businesses operate securely and effectively through fully outsourced IT, co-managed support, and project-based services. Our team combines the responsiveness and culture of a local, family-owned business with the resources and collaboration of the nationwide TeamLogic IT network.

What You Will Do

• Provide responsive, professional 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.

Technology Environment

• Windows 10/11 and Windows Server
• Microsoft 365, Exchange Online, Teams, SharePoint, and OneDrive
• Microsoft Entra ID, Active Directory, Group Policy, and Intune
• TCP/IP, DNS, DHCP, VPNs, Wi-Fi, firewalls, and network troubleshooting
• Hyper-V and VMware
• macOS, iOS, and Android
• RMM, PSA, remote-support, and documentation platforms
• Third-party business applications in coordination with vendor support

What We Are Looking For

We are more interested in demonstrated ability, ownership, and customer service than in checking every box. A degree is welcome but is not required when equivalent experience is present.

• 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 judgment, and a calm approach under pressure.
• Reliable attendance, punctuality, organization, and follow-through.

Preferred Experience and Certifications

• Previous experience working for a Managed Services Provider (MSP).
• CompTIA A , Network , or Security .
• Current Microsoft certifications related to Microsoft 365, Azure, endpoint administration, or security.
• Experience with Intune, virtualization, firewall administration, backup systems, or cybersecurity tools.

Flexible work from home options available.