Senior IT Helpdesk Technician – L2, L3
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Job Description
Senior IT Helpdesk/Support professional providing L2–L3 support for an offshore team. Managing tickets, resolving issues, and maintaining reporting for a remote role in the organization.
Responsibilities:
- Independently manage and prioritize a personal ticket queue from intake through resolution, ensuring SLAs are consistently met.
- Provide L2–L3 support for hardware, software, network connectivity, identity, and productivity issues for end users across the organization.
- Proactively follow up with end users on open tickets without needing reminders; drive tickets to closure and document root cause and resolution.
- Produce and deliver weekly reports on ticket volume, resolution times, recurring issues, and outstanding items — on schedule, without being asked.
- Administer and troubleshoot Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive), Azure AD / Entra ID, and Intune for device and identity management.
- Support and administer Active Directory and Windows Server environments, including user/group management, GPOs, and basic server troubleshooting.
- Provide full support for macOS and Apple devices, including setup, configuration, MDM enrollment, and end-user troubleshooting.
- Manage tickets within the company’s ticketing platform (ServiceNow, Jira, or Zendesk), maintaining clean, auditable documentation of each case.
- Identify recurring issues and recommend process, documentation, or configuration improvements to reduce ticket volume over time.
- Partner with the US-based IT leadership to escalate complex issues appropriately and contribute to larger IT initiatives as needed.
- Maintain and update internal knowledge base articles and end-user documentation.
Requirements:
- 5+ years of IT helpdesk / technical support experience, with demonstrable time spent at the L2–L3 level (not L1).
- 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.
Benefits:
- Stable home internet connection and a suitable work-from-home setup meeting Sourcefit requirements.
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