Senior IT Helpdesk Technician L2

Technical Responsibilities:

• Provide L2 technical support for hardware, software, Microsoft 365, network connectivity, identity, and productivity tools.
• Troubleshoot and administer Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, and Intune.
• Support Azure AD / Entra ID for identity and device management, and administer Active Directory and Windows Server environments.

Operational Duties:

• Independently manage an assigned ticket queue from intake through closure, ensuring SLAs are consistently met.
• Document all cases clearly and accurately within the company’s ticketing platform (ServiceNow, Jira, Zendesk, or similar).
• Produce weekly support reports summarizing ticket volume, recurring issues, SLAs, and queue updates.

Qualifications and Requirements:

• Minimum of 3 years of IT Helpdesk/Technical Support experience, with demonstrable L2 capacity and a track record of owning a personal ticket queue.
• Strong, professional English communication skills and reliable availability for a full nightshift schedule aligned to US Pacific Time.
• Hands-on experience with Microsoft 365, Azure AD / Entra ID, Intune, Active Directory, Windows Server, PowerShell, Linux, macOS, and enterprise ticketing platforms.