Level 2 Helpdesk Technician at Jobgether – United States

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Level 2 Helpdesk Technician in the United States.

This role offers the opportunity to provide critical technical support during late afternoon, evening, and weekend hours, ensuring seamless operations when standard support teams are offline. You will act as the primary point of contact for escalated issues, managing client communications and resolving technical problems efficiently. This position requires strong troubleshooting skills across Microsoft, Google, and Apple environments, as well as experience with network devices and cloud services. You will handle support tickets, configure systems, and maintain documentation while delivering exceptional customer service. The role is fully remote, offering flexibility for independent work while contributing to a collaborative, high-performing technical team. Ideal candidates are experienced, reliable, and comfortable taking ownership of complex technical issues outside of standard business hours.

• Serve as the main point of contact during late afternoon, evening, and weekend shifts, managing incoming support calls and escalated tickets.

• Respond to and resolve technical issues across Microsoft, Google, and Apple environments, ensuring smooth client operations.

• Configure and troubleshoot network devices including Fortinet and Meraki, and manage cloud and VOIP systems such as Office 365 and RingCentral.

• Document processes, resolutions, and troubleshooting steps thoroughly to maintain accurate knowledge bases.

• Provide excellent customer service, ensuring client satisfaction and support continuity outside regular business hours.

• Support onboarding, network setups, and system maintenance as needed to minimize disruptions.

• 5+ years of experience working at a Managed Service Provider (MSP).

• 2+ years of MSP experience as an onsite technician.

• Fluent in English, both written and spoken.

• Strong technical background in Microsoft 365 administration, cloud management, and VOIP systems.

• Experience configuring and supporting Fortinet, Meraki, and related network devices.

• Skilled in handling escalations and troubleshooting independently.

• Excellent communication and documentation skills.

• Familiarity with Healthcare IT systems, HIPAA compliance, or related security standards is a plus.

• Willingness to work a long-term remote night shift covering late afternoons, evenings, and weekends (EST).

• Full-time, remote position with flexible work-from-home arrangements.

• Opportunity to work in a dynamic MSP environment supporting multiple clients.

• Gain hands-on experience with diverse IT environments including Microsoft, Google, Apple, and network platforms.

• Exposure to advanced cloud and VOIP administration.

• Collaborative and supportive team culture.

• Opportunity for professional growth within IT support and managed services.