[Hiring] IT Help Desk / Support Agent @Snapscale

Role Description

Snapscale is seeking an experienced Level 2 Help Desk / Support Agent to provide technical support within a Managed Service Provider (MSP) environment. This role involves handling escalated IT issues, supporting end users, and managing Microsoft-based systems and infrastructure. The ideal candidate has strong troubleshooting skills, solid technical knowledge, and the ability to work in a fast-paced support environment.

• Provide Level 2 technical support for end users via phone and remote tools
• Set up new PCs and ensure proper documentation of all work performed
• Manage and support Office 365 environments, including user administration
• Troubleshoot hardware and software issues on Windows 10 and Windows 11 systems
• Support Microsoft Intune device management (basic level)
• Administer users and permissions in Windows Server 2012 and later
• Provide support for SharePoint (Office 365) administration
• Perform virus removal, system cleanup, and remediation tasks
• Troubleshoot PC hardware issues (memory, storage, and component replacement)
• Support basic network troubleshooting (WAN/LAN, IP addressing, DHCP)
• Perform basic firewall troubleshooting and configuration
• Use ConnectWise Manage and remote support tools for ticket handling

Qualifications

• 5–7+ years of experience in a Managed Service Provider (MSP) or Help Desk environment
• Strong experience managing Office 365 users and systems
• Solid knowledge of Microsoft Windows 10/11 environments
• Experience with Microsoft Office 2016, 2019, and Office 365
• Experience with Windows Server 2012 and later user management
• Basic knowledge of Microsoft Intune and SharePoint administration
• Strong troubleshooting skills for hardware, software, and network issues
• Understanding of WAN/LAN, IP addressing, and DHCP concepts
• Familiarity with basic firewall configuration and troubleshooting
• Willingness to learn new technologies and tools
• Strong communication skills with a positive and team-oriented attitude
• Detail-oriented, self-driven, and able to work independently

Benefits

• Health Maintenance Organization (HMO)
• Competitive pay
• Government-mandated benefits
• 13th month pay
• Night differential pay
• Internet allowance
• Yearly salary increase
• Opportunities for career growth and development