This role bridges the gap between basic technical troubleshooting (Level 1) and in-depth system administration/engineering (Level 2), offering a dynamic environment for growth in IT infrastructure and cloud technologies. The IT Support Level 1.5 technician will provide comprehensive remote technical assistanceand support for computer systems, hardware, and software, focusing on both user-facing issues and backend system maintenance.

 

Core Responsibilities

• Remote User Support & Troubleshooting: Respond to service requests, diagnose, and resolve technical hardware and software issues remotelyvia phone, email, chat, or remote desktop tools for internal users or clients globally. Escalate complex issues to Level 2/3 support as necessary.

• Remote System and Server Maintenance:Perform routine monitoring, maintenance, and basic administration of Windows Server environments (e.g., user account management, file/print services, backup verification) using remote access tools.

• Cloud Environment Administration: Assist with the remote administration, configuration, and troubleshooting of Microsoft 365 (Exchange Online, SharePoint Online, Teams) and Azurecloud services (e.g., virtual machine monitoring, basic identity and access management).

• Networking Basics:Troubleshoot basic network connectivity issues (LAN/WAN, Wi-Fi, VPN) to remote users.
• Documentation:Create and update clear, concise technical documentation, knowledge base articles, and standard operating procedures (SOPs).

• Scripting & Automation (Preferred): Utilize basic scripting skills in languages like Python or PHPto automate repetitive tasks or assist with basic data manipulation/reporting.

• Hardware Management:Provide remote guidance for the installation, configuration, and basic troubleshooting of user desktops, laptops, and peripheral hardware.

 

Required Skills and Qualifications

• Education: Bachelor’s degree in Computer Science, System Engineering, Information Technology, or a related field, OR equivalent practical experience.

• Bilingual:English and Spanish

• Experience: 1-3 years of experience in an IT Support, Help Desk, or Junior System Administrator role, with experience providing remote support.

• Cloud & SaaS Knowledge: Proven experience with or strong foundational knowledge of administering and supporting Microsoft Office 365(user provisioning, service health, basic troubleshooting).

• Server Management:Working knowledge of Windows Server operating systems and basic server management tasks (Active Directory, DNS/DHCP basics).

• Operating Systems:Proficiency in supporting and troubleshooting Windows and macOS operating systems.

• Remote Tools: Proficiency with remote monitoring and management (RMM) and ticketing systems.

 

• Soft Skills:Excellent verbal and written communication skills, strong problem-solving ability, and a customer-focused attitude.