HelpDesk Engineer - Tier 2 Technical Support

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.

AreaRequired Skills & Experience:

• 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 ClusteringUnderstanding 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.
  

The ideal candidate should:

• Have Tier 2 or higher support experience.
• Be able to function independently as an escalation resource.
• Possess strong troubleshooting and root-cause analysis skills.
• Be comfortable working across servers, virtualization platforms, networking, security, and infrastructure.
• Demonstrate experience supporting SMB or MSP environments where they manage multiple client infrastructures.

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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.

When you join LTVplus Your Mission will be to:

• 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)

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• 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.

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.