Help Desk L2 Technician

In this fully remote role with Kates Technology, Inc., a seasoned Help Desk L2 Technician will support clients from Arizona, handling L1 and L2 tickets while delivering expert-level troubleshooting. The position emphasizes cloud and security solutions and remote management, with no onsite hardware work required. Arizona residency is required, and candidates should bring a minimum of three years of MSP IT support experience.

Responsibilities

• Triage and resolve L1 and L2 tickets, providing expert-level troubleshooting.
• Diagnose and maintain Windows 10/11 laptops and desktops.
• Manage cloud-based email and collaboration platforms for client environments.
• Provide firewall, VPN, and networking support across multiple brands.
• Utilize remote monitoring and management tools to monitor device health and ensure compliance.
• Assist clients with communication platforms and mobile device issues.
• Support industry-specific software and hardware, including solutions for medical, accounting, and business management sectors.

Requirements

• Minimum of 3 years in an MSP IT support role.
• Experience with Windows 10/11 and Windows Server.
• Domain management experience.
• Networking experience.
• End-user hardware experience, including VOIP, printers, scanners, and more.
• Ability to work independently and troubleshoot issues efficiently.
• Excellent communication skills with a customer-first approach.
• Experience with ticketing systems and structured workflows.

Technologies

• O365
• Google Workspace
• Active Directory
• Veeam
• Hyper-V
• VMWare
• VLANS
• Meraki
• SonicWall
• SharePoint
• Entra
• DUO
• Datto RMM
• Autotask PSA
• IT Glue
• Kaseya VSA

Benefits

• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

What We Offer

• Competitive salary based on experience
• Fully remote work environment
• Opportunities for professional development and certifications
• A supportive team that values innovation and growth