Tier 2 Support Desk - WFH -

Job Description This position requires you to develop, coordinate, and implement incident resolutions for existing clients to meet their support needs. You will provide technical support in a wide variety of network environments. Specifically, you will be responsible for the timely and accurate troubleshooting of various business technologies for your clients. You must be able to quickly evaluate problems and develop effective solutions. To support our customer service goals, you will work closely with our internal Network Administration teams. Issues that fall outside of your knowledge or expertise will need to be escalated appropriately. Strong communication with both the team and the client regarding the status and resolution of support issues is essential. You will regularly interact with a wide range of individuals—from company owners and office managers to end users—so excellent customer service skills are paramount in this position. Wallflowers need not apply. We will be looking for proven examples during the interview where you've successfully multitasked and solved problems effectively. You should be comfortable working both independently and as part of a team. Clear communication with non-technical users and strong time management skills are also essential. Qualifications and Requirements What you'll do Take incoming tickets, calls, and chats in our PSA/RMM (NinjaOne) and resolve them within SLA. Deliver outstanding customer service on every interaction: listen first, set clear expectations, give proactive updates, and follow through until the client confirms the issue is fixed. Stay calm and professional with frustrated or non-technical users, and explain things in plain language. Troubleshoot Windows and macOS endpoints, Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive), user accounts, MFA, printers, email, VPN, and common business applications. Handle user onboarding and offboarding, mailbox and permission changes, and device setup. Use remote support tools to connect to client machines and fix problems quickly. Respond to routine alerts (patching, backup, antivirus, endpoint security) and follow runbooks. Escalate anything beyond the runbook. Write clear ticket notes and enter your time accurately, so anyone can pick up the ticket and the client is never asked to repeat themselves. Escalate complex issues to senior technicians with the steps you've already tried, and keep the client informed while it's with them. Help write and update SOPs and knowledge base articles. What we're looking for Excellent written and verbal communication. This is the most important requirement. A genuine service mindset: patient, empathetic, accountable, and comfortable owning a problem to resolution. 1 to 3 years of help desk, desktop support, or MSP experience (strong candidates with less experience and the right attitude are welcome). Working knowledge of Windows 10/11, Microsoft 365, Active Directory/Entra ID, and basic networking (DNS, DHCP, Wi-Fi, VPN). Experience with ticketing and remote support tools. A clear troubleshooting process and the habit of documenting your work. Ability to juggle many tickets and meet SLA targets. Nice to have CompTIA A+, Network+, or Security+; Microsoft MD-102 or MS-900. Experience with Intune, Group Policy, or endpoint security tools. Basic PowerShell. Prior customer-facing experience (hospitality, retail, or similar). Perks and Benefits Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment Flexible leave credits which may be used for vacation, emergency and sick leaves Superb and exciting Mid-Year Parties – with items to give away and cash prizes! Endless opportunities for career advancement Exclusive ATM inside the office for employee's convenience We set you up for success with a company-provided PC and fiber internet connection Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues International career growth and connections Unlimited cash incentives for hired referrals Mental Wellness Employee Assistance program through Lifeworks In-house psychiatrist available to support employees' well-being Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc