L1 - L2 IT Support Engineer - Contract - Remote

L1 - L2 IT Support Engineer - Contract - Remote Global Full Time ASAP Start Date 20 Aug 2027 End Date About the Role Join a client Helpdesk as an L1-L2 IT Support Engineer, owning technical issues from first contact through resolution. You’ll combine hands‑on troubleshooting with strong customer communication, resolving everyday IT issues independently and escalating complex cases appropriately. Role Details Work Arrangement: Remote Working Hours: Monday–Friday, 8:00 AM–5:00 PM EST Break: One-hour lunch Type: Not specified Duration: Not specified Key Responsibilities Be responsible for L1-L2 support tickets from initial contact through resolution, maintaining clear customer communication throughout. Troubleshoot Microsoft 365, Windows, hardware, applications, connectivity, permissions, and general end-user issues. Manage user accounts, password resets, access, onboarding, offboarding, and basic Microsoft 365 administration. Use ConnectWise PSA, IT Glue, NinjaOne, and ScreenConnect to manage, troubleshoot, and document support requests. Meet agreed SLAs and elevate L3 or specialist issues through the appropriate processes. Competency Profile Strong ticket ownership with a proactive, resolution-focused approach. Professional customer communication with excellent written and verbal English. Organized and reliable, with sound judgment around troubleshooting and escalation. Required Skills & Experience Previous L1-L2 Helpdesk or Service Desk experience; MSP experience is preferred. Proven ability to independently resolve common end-user IT support issues. Experience using ticketing/PSA and remote support platforms in a customer-facing environment. Required Technical Skills Microsoft 365 administration and troubleshooting. Microsoft Windows and end-user technical support. Ticket management using ConnectWise PSA or a comparable PSA platform. Endpoint troubleshooting using NinjaOne/Ninja RMM or similar RMM technology. Remote troubleshooting using ConnectWise ScreenConnect or a comparable remote support platform. Optional Technical Skills IT Glue technical documentation. Proofpoint and Huntress administration or alert handling. 3CX phone system experience. Shift is from 21:00 to 06:00 Asia/Hong_Kong time. Skills Microsoft 365 Required Windows Required ConnectWise PSA Required NinjaOne / Ninja RMM Required ConnectWise ScreenConnect Required IT Glue Optional Proofpoint Optional Huntress Optional Alert Handling Optional 2026 © Supportwave #J-18808-Ljbffr Supportwave