Summary

The Level 2 Help Desk Technician serves as an escalation point for technical issues that cannot be resolved by Level 1 support. This role is responsible for troubleshooting and resolving complex technical problems, supporting client environments, maintaining documentation, and ensuring timely resolution of service requests.

The adecuado candidate is technically proficient, customer-focused, and comfortable working in a fast-paced MSP environment supporting multiple clients and technologies.

Key Responsibilities

Help Desk & Customer Support

- Respond to escalated customer inquiries via phone, email, and remote support sessions.
- Diagnose and resolve complex issues related to hardware, software, Microsoft 365, networking, security, and business applications.
- Guide end users through troubleshooting steps using remote support tools and help desk software.
- Document all work performed, resolutions, and recommendations within the ticketing system.
- Maintain accurate and up-to-date knowledge base articles and technical documentation.
- Escalate unresolved or high-priority incidents to Level 3 support when necessary and ensure proper handoff.
- Follow service standards, response times, and escalation procedures.
- Deliver professional and courteous customer service to maintain high client satisfaction.

Technical Support & Systems Administration

- Administer and support Microsoft 365 environments, including user management, licensing, Exchange Online, and related services.
- Troubleshoot endpoint, server, network, and cloud-related issues.
- Perform routine maintenance, patching, and system health checks as assigned.




- Support cybersecurity best practices including MFA, endpoint protection, vulnerability remediation, and user security awareness.
- Collaborate with other technical teams to resolve complex issues and improve service delivery.

Documentation & Process Improvement

- Create and maintain SOPs, technical documentation, and end-user guides.
- Identify recurring issues and recommend process improvements.
- Contribute to knowledge sharing within the team.
- Maintain accurate records of client environments and configurations.

Qualifications

- High school diploma or equivalent; technical certifications preferred (CompTIA A+, Network+, Microsoft Fundamentals, etc.).
- Minimum of 2 years of experience in an MSP or Help Desk environment.
- Strong troubleshooting experience with Microsoft 365, Windows Desktop and Windows Server, Active Directory / Entra ID, networking fundamentals (DNS, DHCP, VPN, TCP/IP), and endpoint and security tools.
- Experience using RMM, PSA, and ticketing platforms.
- Excellent troubleshooting, problem-solving, and documentation skills.
- Strong verbal and written English communication skills.
- Ability to explain technical concepts to non-technical users.




- Ability to work independently while collaborating effectively within a remote team.

Preferred Skills

- Experience with Datto RMM, Autotask, Huntress, Microsoft Intune, or similar MSP tools.
- Experience supporting macOS and Linux endpoints.
- Familiarity with Azure, Entra ID, Okta, or other identity platforms.
- Experience with virtualization technologies such as Hyper-V and VMware.
- Knowledge of Google Workspace administration.
- Experience creating automation scripts using PowerShell or similar tools.
- Familiarity with AI-assisted troubleshooting and operational workflows.
- Security-focused certifications or coursework (Security+, SC-900, MS-900, etc.).

Why You'll Love Working With Us

You'll join a collaborative team that values technical excellence, accountability, and continuous improvement. You'll have the opportunity to work across diverse client environments, expand your technical expertise, and contribute directly to delivering exceptional service experiences.

We support professional growth through ongoing learning opportunities, certification development, and exposure to a wide range of technologies.

Job Type: Full-time

Pay: $28,000.00 - $34,000.00 per month

Application Question(s):

- Please briefly summarize your MSP or Help Desk experience.
- Which ticketing (PSA) and remote (RMM) tools are you most proficient in?
- This is a full-time, dedicated L2 seat within our organization. Can you confirm you are available for a 40-hour weekly commitment during US-based operating hours?

License/Certification:

- CompTIA A+ (Preferred)

Work Location: Remote

📌 Level 2 Help Desk Technician (México)
🏢 Koine Ventures
📍 México