Senior Service Desk Technician II — Remote/Charlotte

AT-NET Services; Charlotte (NC); Hybrid; USD 70,000 - 90,000; Full time

Job summary

AT-NET Services is seeking a senior-track Service Desk Technician II to own complex Level 2 tickets end to end for US-based clients. You will work across Windows desktop, Active Directory, Microsoft 365, and business networking environments.

You’ll be the go-to expert when tickets don’t add up, communicating with clients by phone, chat, and updates, while documenting work in real time. This role includes a standard on-call rotation and occasional on-site visits.

Qualifications

• 3-4+ years of IT support experience within a Managed Services Provider (MSP) environment.
• Hands-on, independent troubleshooting across Windows, Active Directory, Microsoft 365, and networking.
• A track record of owning complex or ambiguous tickets through to resolution.
• Strong communication skills and composure under pressure.

Responsibilities

• Own and resolve Level 2 tickets across client environments, tracing issues to root cause rather than a first plausible explanation.
• Communicate directly with clients by phone, chat, and ticket updates, including in tense situations.
• Document work clearly and in real time.
• Participate in a standard on-call rotation and occasional on-site client visits (generally under 10% of your schedule)

Skills

Windows OS

Active Directory

Microsoft 365

Networking

Ticket ownership

Communication

On-call readiness

Job description

AT-NET Services is seeking a senior-track Service Desk Technician II to own complex Level 2 tickets end to end for US-based clients. You will work across Windows desktop, Active Directory, Microsoft 365, and business networking environments.

You’ll be the go-to expert when tickets don’t add up, communicating with clients by phone, chat, and updates, while documenting work in real time. This role includes a standard on-call rotation and occasional on-site visits.