L2 Technician MSP - US Remote

This is an advanced IT support (Level 2) role in a Managed Service Provider (MSP) environment. You will handle escalated technical issues for US clients, supporting systems, networks, Microsoft 365, and infrastructure remotely.

Resolve escalated IT support tickets (workstations, servers, printers, applications) Provide advanced support for Microsoft 365, Windows OS, and Active Directory Configure VPN, RDS, Citrix, and remote access tools Handle LAN/WAN, routers, switches, firewalls, and network troubleshooting Monitor systems using RMM tools and respond to alerts Support backup, disaster recovery, and endpoint security tools Log and document all issues in systems like Autotask and IT Glue Communicate updates to clients and maintain SLA targets Escalate complex issues to senior engineers (L3) when needed

3–5 years IT support experience (MSP environment required) Strong knowledge of Windows OS, Microsoft 365, Active Directory Networking knowledge (VPNs, LAN/WAN, firewalls) Experience handling high ticket volume (15+ per day) Strong troubleshooting and problem-solving skills Good English communication (client-facing role) Ability to document work clearly and accurately

Remote US-based job (work from Pakistan) Exposure to international IT infrastructure Strong technical career growth (L2 → L3 → System Engineer) Experience with enterprise tools and MSP workflows Skill development in networking, cloud, and security