Level 2 Technical Support Technician

Location: Remote (Work hours: 8 AM - 5 PM Central Time, CST/CDT)

About Us:
We are a small, people-first technology consulting firm dedicated to helping others succeed. We value work-life balance, professional growth, and a supportive team environment. We are seeking a Project Support Engineer to work closely with our project manager, perform quality assurance (QA) checks, and actively participate in client-facing calls.

What You'll Do:
What You'll Do (General Description):
• Assist in executing IT projects across multiple technical areas such as network and firewall setup, MS365/Azure/Entra management, and security product configuration.
• Perform QA checks to ensure project deliverables meet technical and operational standards.
• Participate in client-facing calls to provide technical insights and status updates.
• Assist with new client onboarding to facilitate smooth and efficient transitions.
• Collaborate with professional service team on scoping, execution, and delivery.
• Manage tickets and other data entry to ensure technical work is visible and up to date.
• Maintain thorough documentation and reporting for project progress and deliverables


What You'll Bring (Required Skills & Experience):
• Fluency in English (speaking, writing, and comprehension) for effective client communication.
• Hands-on experience with Azure/Entra and managing the M365 ecosystem.
• Familiarity with on-premises to cloud migrations.
• Strong attention to detail with the ability to perform QA checks on IT projects.
• Excellent organizational skills with the ability to track multiple projects simultaneously.

Bonus Skills (Highly Beneficial):
• Experience with ConnectWise, Kaseya VSA, and ITGlue.
• A strong understanding of firewall configurations is a plus but not a necessity.

Responsibilities

• Client & Team Communication:
o Coordinate and manage communication between clients and the Professional Services team.
o Provide timely status updates and general communication with clients regarding ongoing projects and technical tasks.
o Monitor customer inquiries, respond during technician absences, and ensure timely follow-up to ticket replies.

• Scheduling & Status Updates:
o Schedule and coordinate on-site as well as remote appointments for technical staff, ensuring proper time management, workload distribution, and communication about client impact (downtime, ).
o Maintain and provide regular status updates to clients on project progress, timelines, and service requests.
o Communicate with clients to confirm appointments and then schedule the technician’s visit accordingly.

• Meeting Coordination & Collateral Creation:
o Organize and schedule project kickoff meetings and status meetings with clients and internal teams.
o Prepare and customize materials for meetings, including project presentations and customer training materials.
o Ensure that all project-related documentation is organized, up-to-date, and easily accessible.

• Ticket Monitoring & Customer Support:
o Actively monitor ticketing systems for responses from clients and respond to inquiries during technician absences to ensure continuity of communication.
o Assist in triaging and assigning technical escalations to the appropriate teaUpgrade to see actual infombers based on priority and skillset.

• Project Material Creation & Ticket Management:
o Assist with the creation of project-related materials, such as project outlines and project tickets.
o Ensure attention to detail in completing all fields accurately in project tickets, ensuring that all necessary information is present for successful execution.

- Provide Technical Backup to Professional Service team:
o Work with primary technicians to provide continuity of coverage for projects in flight.
o Carry forward meetings or scheduled tasks when teaUpgrade to see actual infombers have unexpected changes in availability.
o Complete technical tasks with guidance from other professional service teaUpgrade to see actual infombers as needed.
o Work with the professional services team to provide and/or schedule technical resources as needed for Help Desk escalations and Pre-Sales Engineering requests.

Preferred Experience:
• Experience working in managed services or a technical support environment.
• Familiarity with ITIL or other project management methodologies.
• Prior experience in a hybrid role that combines technical and administrative tasks.

Education & Certifications:
• A degree in Information Technology, Network Administration, or a related field (or equivalent experience).
• Relevant certifications (e.g., CompTIA Network+, ITIL, Microsoft, etc.) are a plus.

Benefits:
• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• Flexible work environment.


Benefits:
• 10 Days PTO
• 9 Paid Holidays
• $500 Home Office Improvement Allowance (after probationary period)
• Train and Pay Program
• 13th Month Pay
• SSS & PhilHealth Reimbursement

How to Apply:
If you're excited about this opportunity and meet the qualifications, we'd love to hear from you!
Please submit:
• Your resume
• A cover letter detailing your experience
• Any examples of projects you have worked on
• A 1-2 minute video introduction introducing yourself

Join us and be a part of a team that values expertise, collaboration, and personal growth!