Senior IT Helpdesk Technician L2
Position Summary The ideal candidate is a proactive and independent IT professional who can manage their ticket queue from start to finish with minimal supervision. They will act as a reliable point of contact for employees, providing timely support, resolving escalated issues, and maintaining clear communication throughout the process. This role requires strong technical skills with Mac and/or Windows environments, hands-on experience with Microsoft 365, Azure AD/Entra ID, and Intune, as well as proficiency in using ticketing systems. The candidate should be capable of producing regular reports and ensuring a smooth and efficient support experience for end users. Job Details Work Setup: Work from home Schedule: Monday to Friday, 8:00 AM to 5:00 PM PST Holidays: US Holidays
Key Responsibilities
Independently manage an assigned ticket queue from intake through closure, ensuring SLAs are consistently met 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 Administer and troubleshoot Active Directory and Windows Server environments, including user/group management, GPOs, and basic server issues Provide support for macOS and Apple devices, including configuration, MDM enrollment, and end-user troubleshooting 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 Proactively follow up with end users on open tickets and ensure timely resolution Identify recurring problems and recommend improvements in processes, documentation, or configuration Maintain and update internal knowledge base articles and end-user documentation Collaborate closely with US-based IT leadership on escalations and larger IT initiatives Maintain and update internal knowledge base articles and end-user documentation
Required Qualifications
Minimum of 3 years of IT Helpdesk/Technical Support experience, with clear demonstrable experience operating at L2 capacity. Proven track record of owning a personal ticket queue, following up independently with end users, and producing regular reporting without prompting. Strong, professional English communication skills — both written and verbal. Must be comfortable working directly with US-based end users and stakeholders. Reliable availability for a full nightshift schedule aligned to US Pacific Time. Hands-on administration experience with Microsoft 365, Azure AD / Entra ID, and Intune. Solid working knowledge of Active Directory and Windows Server (user/group admin, GPOs, DNS/DHCP basics, troubleshooting), PowerShell, Linux Practical support experience with macOS and Apple hardware in a business environment. Hands-on experience with at least one enterprise ticketing platform: ServiceNow, Jira Service Management, or Helpdesk applications. Strong troubleshooting methodology, ownership mindset, and ability to work with minimal supervision. Stable home internet connection and a suitable work-from-home setup.
Preferred Qualifications
- Relevant certifications such as CompTIA A+/Network+, Microsoft 365 Certified: Modern
Desktop Administrator, Azure Administrator Associate, or Apple Certified Support Professional.
- Experience supporting a US-based media, publishing, or events company.
- Exposure to basic networking (VPN, Wi-Fi, firewalls) and endpoint security tools.
- Experience building dashboards or reports from ticketing system data.
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