AI Summary
Supportwave is hiring a L2/L3 Support Engineer for a fully remote, full-time contract position. The role involves resolving complex technical issues, delivering client-facing support, and mentoring junior technicians. The ideal candidate should have IT support experience in MSP/multi-client settings and expertise in Microsoft 365, networking, and security.
Key Highlights
Resolve complex technical issues
Deliver client-facing support
Mentor junior technicians
Key Responsibilities
Act as L2/L3 escalation point to resolve complex Microsoft 365, networking, server, endpoint, and security issues
Deliver client-facing support via tickets/calls/Teams
Mentor L1 techs
Improve processes
Meet SLAs
Technical Skills Required
Benefits & Perks
Fully remote work
Full-time contract position
Minimum 12-month contract
Nice to Have
Google Workspace admin
PowerShell/automation (Power Automate)
Job Description
L2/L3 Support Engineer - Fully Remote, Full-Time Contract (Min 12 Months, 6-3AM or 7-4AM SAST)
Join a team ensuring reliable tech for US nonprofits. Act as L2/L3 escalation point to resolve complex Microsoft 365, networking, server, endpoint, and security issues. Deliver client-facing support via tickets/calls/Teams, mentor L1 techs, improve processes, and meet SLAs.
Requirements
- IT support experience in MSP/multi-client settings with ticketing systems
- Client-facing technical support delivery
- Microsoft 365/Entra ID admin (users, CA, Exchange, SharePoint, Teams, licensing)
- Networking (Sophos firewalls, switching, VLANs, VPN, DNS, DHCP)
- On-prem (Windows Server, AD, RDS, file servers)
- Security (EDR, email security, MFA)
- Advanced troubleshooting (apps, workstations, endpoints)
- Strong problem-solving, professional English comms, proactive mindset
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- Google Workspace admin
- PowerShell/automation (Power Automate)
- RMM (NinjaOne)
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