Service Desk L2

Position Summary

The ideal candidate is a proactive and independent IT professional who can manage their ticket queue from start to finish with minimal supervision. They will act as a reliable point of contact for employees, providing timely support, resolving escalated issues, and maintaining clear communication throughout the process. This role requires strong technical skills with Mac and/or Windows environments, hands-on experience with Microsoft 365, Azure AD/Entra ID, and Intune, as well as proficiency in using ticketing systems. The candidate should be capable of producing regular reports and ensuring a smooth and efficient support experience for end users.

Job Details

Work Setup: Work from home Schedule: Monday to Friday, 8:00 AM to 5:00 PM PST Holidays: US Holidays

Key Responsibilities

- Independently manage an assigned ticket queue from intake through closure, ensuring SLAs are consistently met - Provide L2 technical support for hardware, software, Microsoft 365, network connectivity, identity, and productivity tools - Troubleshoot and administer Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, and Intune - Support Azure AD / Entra ID for identity and device management - Administer and troubleshoot Active Directory and Windows Server environments, including user/group management, GPOs, and basic server issues - Provide support for macOS and Apple devices, including configuration, MDM enrollment, and end-user troubleshooting - Document all cases clearly and accurately within the company’s ticketing platform (ServiceNow, Jira, Zendesk, or similar) - Produce weekly support reports summarizing ticket volume, recurring issues, SLAs, and queue updates - Proactively follow up with end users on open tickets and ensure timely resolution - Identify recurring problems and recommend improvements in processes, documentation, or configuration - Maintain and update internal knowledge base articles and end-user documentation - Collaborate closely with US-based IT leadership on escalations and larger IT initiatives - Maintain and update internal knowledge base articles and end-user documentation Required Qualifications

- Minimum of 3 years of IT Helpdesk/Technical Support experience, with clear demonstrable experience operating at L2 capacity. - Proven track record of owning a personal ticket queue, following up independently with end users, and producing regular reporting without prompting. - Strong, professional English communication skills — both written and verbal. Must be comfortable working directly with US-based end users and stakeholders. - Reliable availability for a full nightshift schedule aligned to US Pacific Time. - Hands-on administration experience with Microsoft 365, Azure AD / Entra ID, and Intune. - Solid working knowledge of Active Directory and Windows Server (user/group admin, GPOs, DNS/DHCP basics, troubleshooting), PowerShell, Linux - Practical support experience with macOS and Apple hardware in a business environment. - Hands-on experience with at least one enterprise ticketing platform: ServiceNow, Jira Service Management, or Helpdesk applications. - Strong troubleshooting methodology, ownership mindset, and ability to work with minimal supervision. - Stable home internet connection and a suitable work-from-home setup. Preferred Qualifications

• Relevant certifications such as CompTIA A+/Network+, Microsoft 365 Certified: Modern

Desktop Administrator, Azure Administrator Associate, or Apple Certified Support

Professional.

• Experience supporting a US-based media, publishing, or events company.

• Exposure to basic networking (VPN, Wi-Fi, firewalls) and endpoint security tools.

• Experience building dashboards or reports from ticketing system data.