User IT Support Specialist - L2 - 12 Month Contract - Remote

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

User IT Support Specialist - L2 - 12 Month Contract - Remote Global Full Time 16 Nov 2026 Start Date 16 Nov 2027 End Date

About the Role

We are looking for a customer-focused User IT Support Specialist – L2 to join our remote team. You will provide reliable, secure and efficient technical support, resolve end-user issues and help customers maintain smooth day-to-day operations.

This role suits someone who combines strong troubleshooting skills with clear communication, takes ownership of support requests and works effectively with colleagues to resolve more complex issues.

Key Responsibilities

• Ticket management and resolution: Proactively manage assigned tickets in ConnectWise Manage, diagnose technical issues, track progress and deliver timely resolutions.
• End-user support: Troubleshoot Windows and macOS devices, resolve application and access issues, and assist with password resets and multifactor authentication (MFA).
• Remote diagnosis and troubleshooting: Use NinjaRMM and ScreenConnect to diagnose and resolve end-user hardware, software and device issues remotely.
• Onboarding and offboarding: Support user account setup, access provisioning and removal in line with documented procedures.
• Application support: Provide support for productivity applications, cloud services and other customer software, escalating specialist issues when required.
• Project and task tracking: Use ConnectWise Manage to track assigned project activities and tasks, maintain accurate status updates and coordinate with colleagues.
• Collaboration and escalation: Work closely with the engineering team, providing clear troubleshooting notes and escalating issues appropriately.
• Customer communication: Use Microsoft Teams, email, phone and video calls to communicate with customers and colleagues, keeping customers informed throughout the resolution process.
• Documentation: Maintain accurate ticket records in ConnectWise Manage, follow access and support procedures, and contribute useful guidance to the internal knowledge base.
• Time recording and performance: Accurately record all time spent on tickets in ConnectWise Manage, achieve an average of at least six billable hours per day, and maintain a customer satisfaction (CSAT) score of 4.8 or higher.
• Training and continuous improvement: Complete required training and identify recurring issues, process improvements, tools or resources that could improve service delivery.

Required Skills and Experience

• Previous experience in an L2 helpdesk, service desk or technical support role.
• Strong working knowledge of Windows and macOS environments.
• Experience troubleshooting end-user hardware, software, account and access issues.
• Experience using ConnectWise Manage for ticket management, time recording, issue tracking, and project and task tracking.
• Experience using NinjaRMM and ScreenConnect for remote diagnosis and troubleshooting of end-user devices.
• Proficiency in Microsoft Teams for customer and team communication.
• Ability to prioritise tickets, manage workloads and take ownership of issues through to resolution.
• Accurate time recording and experience working towards service delivery and billable utilisation targets.
• Strong written and verbal communication skills.
• Relevant IT certifications would be advantageous.

Required Tools and Technical Skills

• ConnectWise Manage: Ticket management, time recording, issue tracking, and project and task tracking.
• Microsoft Teams: Customer and team communication.
• NinjaRMM and ScreenConnect: Remote diagnosis and troubleshooting of end-user devices.
• IT helpdesk support: End-user assistance, troubleshooting, incident resolution and escalation.

Personal Attributes

• A customer-focused approach with strong interpersonal skills.
• A calm, organised manner when working under pressure.
• A proactive, collaborative attitude and sound judgement about when to escalation.
• The ability to work independently and remain accountable within a remote team.

Shift is from 16:00 to 00:00 Europe/Oslotime.

Skills

• ConnectWise Manage Required
• NinjaOne / NinjaRMM Required
• ConnectWise ScreenConnect Required
• Windows desktop support Required
• macOS desktop support Required
• Microsoft Teams Optional
• Identity and Access Management (IAM) Optional
• Multi-Factor Authentication (MFA) Optional
• 2026 © Supportwave

• About
• Support