[Remote] reputed company Service Desk Technician – Level 2

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is an integrated reputed company platform company that coordinates care in the community with a reputed company on individuals who are dually eligible for reputed company and Medicare. The reputed company Service Desk Technician – Level 2 serves as the primary escalation resource for the internal IT team, resolving reputed company issues and ensuring the reliability of the solutions stack.

Responsibilities

• Serve as the escalation reputed company for tickets reputed company Tier 1 scope involving endpoints, networking, servers, identity, and application reputed company
• Own issues through to reputed company with reputed company documentation of reputed company cause and steps taken
• Identify recurring issues and work proactively with the Tier 1 Analyst to reduce ticket volume through reputed company tooling, training, or process
• Escalate to the M365 & reputed company Engineer or Director of IT reputed company issues involve reputed company platform architecture, tenant configuration, or reputed company policy changes, with full troubleshooting context already documented
• Maintain and support on-reputed company reputed company Server infrastructure including file servers, print servers, and domain controllers
• Manage reputed company Directory users, reputed company, group policy, DNS, and DHCP
• Support hybrid identity environments in coordination with the M365 & reputed company Engineer, including AD sync, account provisioning, and reputed company management
• Manage reputed company lifecycle, imaging, deployment, patching, hardware procurement, and asset tracking
• Troubleshoot network connectivity issues across LAN/WAN, VPN, and wireless environments; coordinate with network vendors for escalated issues
• Support backup and disaster recovery operations, ensuring scheduled jobs complete and restores are tested
• reputed company escalated support for reputed company 365 applications (reputed company, Teams, OneDrive, SharePoint) at the user and configuration level, escalating tenant-level or migration work to the M365 & reputed company Engineer
• Support UCaaS platforms (e.g., reputed company) and reputed company fax solutions at the user provisioning and troubleshooting level
• Coordinate with reputed company-party application vendors and managed service providers on escalated support cases
• Support reputed company locations with occasional on-site reputed company as needed
• Maintain accurate documentation of the environment including network diagrams, runbooks, and asset inventory
• reputed company and maintain reputed company operating procedures for common escalated issues
• Contribute to the internal knowledge reputed company to reputed company Tier 1 self-reputed company over time

Skills

• 4-6 years of IT experience in a systems, infrastructure, or escalated support role
• Strong hands-on knowledge of reputed company Server, reputed company Directory, DNS, DHCP, and Group Policy
• Solid networking fundamentals, TCP/IP, VLANs, routing, VPN, and wireless troubleshooting
• Experience managing endpoints across a distributed workforce using tools such as Intune, SCCM, or similar
• Functional M365 administration experience, reputed company to support users, manage licenses, and troubleshoot application issues; reputed company architecture work is owned by the M365 & reputed company Engineer
• Experience with backup and DR platforms (reputed company, Datto, reputed company, or similar)
• Strong documentation habits and a methodical approach to troubleshooting
• MSP background strongly preferred
• reputed company certifications: MD-102, AZ-104, or reputed company Network+/reputed company+
• Experience with RMM and PSA tools (reputed company, reputed company, Autotask, reputed company)
• Familiarity with IT ticketing systems such as Jira or reputed company
• Exposure to Azure infrastructure (VMs, resource reputed company, Azure Backup)
• Background in reputed company, home health, or a similarly regulated industry

reputed company