IT Support Technician Level 2
San Pedro Sula, Cortes, Honduras
Full Time
Mid Level
Job Title: IT Support Technician Level 2
Job Description:
We are seeking a motivated and experienced IT Support Technician Level 2 to join our team. This role requires a professional with hands-on experience in Microsoft 365 administration, exceptional problem-solving skills, and a customer-first mindset. The technician will focus on day-to-day support, onboarding new clients, and deploying management and security tools. The ideal candidate thrives in a fast-paced, client-focused environment and is eager to grow their technical expertise.
Key Responsibilities:
Client Support (Level 1 and Level 2):
Position Requirements:
Technical Skills:
Note: This description indicates, in general terms, the type and level of work performed and responsibilities held by the team member(s). Duties described are not to be interpreted as being all-inclusive or specific to any individual team member.
No Third Party Agencies or Submissions Will Be Accepted.
Our company is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. DFWP
Opportunities posted here do not create any implied or express employment contract between you and our company / our clients and can be changed at our discretion and / or the discretion of our clients. Any and all information may change without notice. We reserve the right to solely determine applicant suitability. By your submission you agree to all terms herein.
We are seeking a motivated and experienced IT Support Technician Level 2 to join our team. This role requires a professional with hands-on experience in Microsoft 365 administration, exceptional problem-solving skills, and a customer-first mindset. The technician will focus on day-to-day support, onboarding new clients, and deploying management and security tools. The ideal candidate thrives in a fast-paced, client-focused environment and is eager to grow their technical expertise.
Client Support (Level 1 and Level 2):
- Provide timely and effective support to resolve issues such as password resets, printing/scanning problems, and general troubleshooting.
- Communicate directly with clients to ask the right questions, diagnose problems, and implement solutions.
- Escalate Level 3 issues to senior engineers when necessary.
- Set up accounts and configure Microsoft 365 tools, including SharePoint, Teams, and Hosted Exchange.
- Enforce and update security policies within Microsoft 365.
- Assist with email migrations from platforms like G-Suite to Microsoft 365.
- Deploy IT management and security tools such as Kaseya VSA, Datto EDR, and Windows Defender.
- Apply patching automations using VSA.
- Collaborate with the network engineer on network setup tasks as needed.
- Use IT Glue and other tools to document solutions, configurations, and best practices.
- Work closely with other team members and onsite technicians to ensure successful project execution.
Technical Skills:
- Proven experience administering Microsoft 365 (SharePoint, Teams, Hosted Exchange, etc.).
- Strong knowledge of deploying and managing IT management tools such as Kaseya VSA (experience required), Datto EDR, and Windows Defender.
- Understanding of basic networking concepts (e.g., DHCP, DNS, VPNs) with the ability to collaborate with a network engineer.
- Familiarity with IT Glue, BMS, or similar documentation and ticketing systems (preferred but not required).
- 3+ years of experience in IT support or system administration roles.
- Hands-on experience is prioritized over certifications, but Microsoft certifications (e.g., Microsoft 365 Certified: Modern Desktop Administrator Associate) are a plus.
- CompTIA certifications are a bonus but not required.
- Excellent communication skills to work directly with clients and resolve issues effectively.
- Bilingual proficiency in English and Spanish is required.
- Strong organizational skills and attention to detail.
- Proactive problem-solving mindset to anticipate and address client needs.
- Ability to manage multiple tasks and meet deadlines in a remote work environment.
- Opportunities to take on larger projects and draft and execute project plans.
- Potential to manage onsite technicians and oversee project completion.
Note: This description indicates, in general terms, the type and level of work performed and responsibilities held by the team member(s). Duties described are not to be interpreted as being all-inclusive or specific to any individual team member.
No Third Party Agencies or Submissions Will Be Accepted.
Our company is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. DFWP
Opportunities posted here do not create any implied or express employment contract between you and our company / our clients and can be changed at our discretion and / or the discretion of our clients. Any and all information may change without notice. We reserve the right to solely determine applicant suitability. By your submission you agree to all terms herein.
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