Tech Stack
Windows
Job Description, Responsibilities & Requirements
About the Position
L2 Helpdesk Engineer for an IT Services Company - Remote
MRF 320741
Is This YOU? Then We Want to Meet You!
The Helpdesk Engineer is responsible for providing first-line technical support, monitoring client environments, responding to system alerts, troubleshooting technical issues, and ensuring the stability, security, and performance of IT systems. This role serves as a critical point of contact for clients, delivering exceptional customer service while maintaining accurate documentation and escalating issues when necessary.
Responsibilities
- Provide timely and professional technical support via phone, email, and ticketing systems.
- Monitor client environments and respond to alerts generated by network and systems monitoring tools.
- Troubleshoot and resolve Tier 1 hardware, software, network, and connectivity issues.
- Assist users with account access, password resets, cloud services, and application-related concerns.
- Escalate complex technical issues to higher-level support teams when appropriate.
- Investigate security alerts, incidents, and potential threats, escalating concerns as required.
- Coordinate with vendors and service providers regarding outages, service interruptions, and support requests.
- Administer and support managed IT services, including:
- Backup and disaster recovery solutions
- Antivirus and endpoint security platforms
- Email security and spam filtering solutions
- Patch management systems
- DNS management
- SSL certificate management
- Disaster Recovery as a Service (DRaaS)
- Firewall as a Service (FWaaS)
- User onboarding and offboarding processes
- Maintain accurate documentation of support activities, client environments, issue resolutions, and communications.
- Track time, expenses, and work activities according to company procedures and SLAs.
- Maintain confidentiality of client, company, and employee information.
- Contribute to customer satisfaction, operational efficiency, and service excellence.
Requirements
- Tier 2 or higher support experience
- Ability to function independently as an escalation resource.
- Strong troubleshooting and root-cause analysis skills.
- Comfortable working across servers, virtualization platforms, networking, security, and infrastructure.
- Experience supporting SMB or MSP environments where they manage multiple client infrastructures.
Core Technical Requirements
| Skill | Description |
|---|---|
| Windows Server Administration | Strong hands-on experience administering and troubleshooting Windows Server environments. |
| Virtualization | Proficient with Microsoft Hyper-V and VMware, including troubleshooting server issues and increasing server resources. |
| Hyper-V & VMware Clustering | Understanding of clustering technologies and shared storage environments. |
| Active Directory | Experience managing Microsoft Active Directory, users, groups, permissions, and authentication-related issues. |
| Group Policy (GPO) | Ability to create, modify, and troubleshoot Group Policy configurations. |
| DNS & DHCP | Strong understanding of DNS and DHCP fundamentals and troubleshooting. |
| Networking Fundamentals | Ability to diagnose connectivity issues and determine whether problems are caused by network configurations, hardware failures, or ISP-related issues. |
| Firewall Management | Comfortable logging into and performing basic administration and patching of various firewall platforms. |
| Security & Malware Response | Ability to recognize indicators of compromise, identify malware attacks, and assist with remediation efforts. |
| Performance Troubleshooting | Experience diagnosing and resolving high CPU, memory, and disk utilization issues. |
| Storage Management | Knowledge of disk space management and understanding which files can be safely removed versus those critical to system operations. |
We Offer
- Competitive salary range of USD 1,100 - 2,000/month.
- Full-time remote position with flexible scheduling.
- Opportunity to work in a fast-paced, dynamic environment.
- Professional development and growth opportunities.
About the Company
Who We Are: LTVplus – Your Global Remote Team
At LTVplus, we’re all about delivering WOW-worthy customer experiences for brands worldwide. We’re a remote-first company with a team spread across the globe, embracing flexibility and diversity in everything we do. We work with various clients, bringing personalized support to enhance their customer experiences.
Working conditions
- Full-time position.
- Ability to work in a 24/7 support environment, including evenings, weekends, holidays, or rotating shifts as needed.
- Primarily remote work with prolonged periods of sitting and computer use.
- Must maintain a reliable internet connection and professional remote work environment if working remotely.
- May be required to participate in on-call rotations and respond to critical incidents outside normal business hours.
- Fast-paced environment requiring the ability to manage multiple priorities while meeting SLA commitments.
Schedule:
- Night shift schedule operating on a rotating bi-weekly pattern.
- Week 1: Wednesday, Thursday, Friday, and Saturday from 7:00 PM to 8:00 AM EST.
- Week 2: Wednesday, Thursday, and Friday from 7:00 PM to 8:00 AM EST.
- The schedule alternates between a four-day workweek and a three-day workweek on a recurring basis.
- Candidates must be available to work overnight shifts and maintain consistent attendance during scheduled hours.
- Flexibility to provide coverage during critical incidents, planned maintenance windows, or team scheduling adjustments may be required.
Apply now
Click Here - Your First 30-60-90 Days at LTVplus: What to Expect
(only shortlisted candidates will be contacted)