Level 1.5 Service Desk Technician
工作时间表：东方标准时间/太平洋标准时间 （日及时间：TBD）工作安排：完全远程 （从家工作）工资：1300美元 月薪：位于加利福尼亚州伯班克的 MSP 公司，美国职位概述 我们正在寻找一个经验丰富的服务台技术人员，具有强大的技术故障解决和解决问题的技能来支持多种商业客户组合。这不仅仅是传统的 L1帮助桌角色。我们的客户在涉及微软 365,企业应用程序，ERP 系统，网络，终点和其他关键业务技术的复杂 IT 环境中运营。理想的候选人是聪明，分析和舒适的独立工作。你应该能够研究超越基本故障解决程序的问题，有效地使用 KB 和 SOP,并确定适当的解决方案或升级路径。你会做什么 ·通过电话，电子邮件和票务系统提供 L1/L2技术支持。· 解决和解决涉及 Windows/macOS,微软 365,终端点，网络，身份管理和商业应用程序等问题。· 支持 ERP,CRM,会计，人力资源，工程和其他商业系统等应用程序。· 使用 KB,SOP,文档和其他可用的资源调查未熟或复杂的技术问题。·管理用户帐户，权限，上/下载和应用程序访问。·监控并响应 RM 警报，积极解决潜在的问题。·保持准确的门票文件，故障排除说明和解决细节。·适当扩大问题的情况，同时提供完整的故障信息，通过解决方案维持所有权。·在满足 SLA 和质量期望时跨越多个客户环境工作。我们正在寻找什么？· 3年以上服务桌 / 帮助桌经验；MSP 经验强烈优先。·经验提供支持，不仅仅是基本的密码重设，帐户管理和标准化的 L1程序。·强大的故障解决，分析和解决问题技能。·独立调查问题的能力并确定适当的下一步。·舒适学习和支持未熟悉的应用和技术。·与微软365,Active Directory/Entra ID,Windows,网络和终端支持的强大经验。·使用 RMM 和 PSA/票务平台的经验。
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Working schedule: Eastern Standard Time/ Pacific Standard Time (Days & Time: TBD)
Work Arrangement: Fully Remote (Work From Home)
Salary: $1,300 Monthly
Employer: An MSP company located in Burbank, California, USA
Position Overview
We are seeking an experienced Service Desk Technician with strong technical troubleshooting and problem-solving skills to support a diverse portfolio of business clients.
This is more than a traditional L1 helpdesk role. Our clients operate in complex IT environments involving Microsoft 365, enterprise applications, ERP systems, networking, endpoints, and other business-critical technologies.
The ideal candidate is resourceful, analytical, and comfortable working independently. You should be able to investigate issues beyond basic troubleshooting procedures, effectively use KBs and SOPs, and determine the appropriate solution or escalation path.
What You'll Do
· Provide L1/L2 technical support through phone, email, and ticketing systems.
· Troubleshoot and resolve issues involving Windows/macOS, Microsoft 365, endpoints, networking, identity management, and business applications.
· Support applications such as ERP, CRM, accounting, HR, engineering, and other business systems.
· Investigate unfamiliar or complex technical issues using KBs, SOPs, documentation, and other available resources.
· Manage user accounts, permissions, onboarding/offboarding, and application access.
· Monitor and respond to RMM alerts and proactively address potential issues.
· Maintain accurate ticket documentation, troubleshooting notes, and resolution details.
· Escalate issues appropriately while providing complete troubleshooting information and maintaining ownership through resolution.
· Work across multiple client environments while meeting SLA and quality expectations.
What We're Looking For
·
3+ years of Service Desk/Help Desk experience; MSP experience strongly preferred.
· Experience providing support beyond basic password resets, account administration, and standardized L1 procedures.
· Strong troubleshooting, analytical, and problem-solving skills.
· Ability to independently investigate issues and identify appropriate next steps.
· Comfortable learning and supporting unfamiliar applications and technologies.
· Strong experience with Microsoft 365, Active Directory/Entra ID, Windows, networking, and endpoint support.
· Experience with RMM and PSA/ticketing platforms.
· Experience with AutoCad.
· Strong written and verbal communication skills.
· Excellent documentation, time management, and multitasking skills.
· Self-directed and accountable in a remote work environment.
Preferred Experience
· Enterprise or complex IT environments
· ERP, CRM, accounting, HR, or engineering applications
· Microsoft Intune
· PowerShell
· Endpoint security and RMM platforms
· Networking and VPN troubleshooting
· Relevant IT certifications such as CompTIA A+/Network+/Security+ or Microsoft certifications
What Will Make You Successful
We're looking for someone who doesn't simply follow a troubleshooting script.
You should be able to think through problems, research solutions, use available resources effectively, learn new systems quickly, and take ownership of an issue until it is resolved or appropriately escalated.
Originally posted on Himalayas