[Hiring] L2 Helpdesk Technician @ScalableOS

Role Description

The Level 2 Technician – IT & VoIP is responsible for resolving escalated technical issues across endpoints, servers, networks, and voice systems, delivering stable, high-quality IT and VoIP services for multiple MSP clients. This role owns complex troubleshooting, configuration changes, and vendor coordination, especially for VoIP environments where hosted experience is a strong advantage.

Qualifications

• 3+ years in technical support roles, including at least 1–2 years in an MSP or multi-client environment.
• Strong Windows endpoint and Microsoft 365/Entra ID/AD skills (user management, common policies, standard apps).
• Comfortable administering modern Windows Server versions (2016/2019/2022) in small–mid-sized environments.
• Active Directory: users, groups, basic OU structure, group membership, file/NTFS permissions.
• DNS and DHCP: create/modify scopes and reservations, troubleshoot name resolution issues, basic DHCP problems.
• Group Policy: understand, edit, and troubleshoot common GPOs impacting users and workstations (drive mappings, basic security/settings).
• Common L2 server tasks: basic server troubleshooting (services, event logs, disk space, performance symptoms), patching/reboot coordination, and configuring/troubleshooting file shares and permissions.
• Nice to have: Hyper-V or VMware in SMB environments, and RDS/Terminal Services basics (sessions, simple app issues).
• Solid networking fundamentals: VLANs, DHCP, DNS, routing, firewall rules, VPNs, and basic QoS concepts.
• Hands-on VoIP experience: provisioning IP phones/softphones, configuring call flows (ring groups, queues, auto-attendants), and troubleshooting call quality (jitter, latency, packet loss).
• SkySwitch or similar white-label VoIP platform experience (or equivalent multi-tenant VoIP system) is a strong plus.
• Comfortable working in PSA/RMM tools (Autotask/Kaseya/ConnectWise or similar) and documenting all work thoroughly.
• Strong analytical, problem-solving, and communication skills; able to explain complex issues in simple terms to clients and L1 techs.

Requirements

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.