Level 2 Helpdesk Support

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September 19

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STAFFVIRTUAL

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B2B • Outsourcing • Business Process Outsourcing

STAFFVIRTUAL is an American-owned business process outsourcing (BPO) company with offices in the United States and the Philippines, founded in 2009. The company specializes in building high-performing customer support, back-office, and IT teams tailored to the needs of various businesses, from startups to Fortune 500 companies. Their outsourcing solutions enable clients to scale operations, enhance profitability, and reduce manpower costs, all while maintaining a strong focus on quality and customer satisfaction.

501 - 1000 employees

Founded 2009

🤝 B2B

📋 Description

• Serve as an escalation point for Level 1 helpesk and provide advanced troubleshooting. • Support client infrastructure including Windows desktops, laptops, servers, and mobile devices. • Manage issues related to Active Directory, DNS/DHCP, Exchange/Office 365, and Azure/Entra ID. • Troubleshoot and configure network devices (firewalls, routers, switches, wireless access points). • Provide advanced support for Microsoft 365, Teams, SharePoint, and OneDrive. • Administer and troubleshoot remote monitoring and management (RMM) tools (e.g., ConnectWise Automate and ConnectWise Manage). • Install, configure, and support backup solutions (e.g., Veeam). • Support cybersecurity tools including Fortinet, Sophos, Barracuda firewalls/endpoint protection. • Perform patch management, system updates, and preventive maintenance. • Provide occasional onsite client support in the Dallas/Fort Worth metroplex. • Document all work in the PSA system (ConnectWise Manage and PassPortal).

🎯 Requirements

• 24 years of IT support experience, preferably in an MSP environment. • Strong knowledge of Windows 10/11, Windows Server 2016/2019/2022. • Proficiency with Microsoft 365 administration. • Experience troubleshooting LAN/WAN, firewalls, and VPNs. • Familiarity with RMM and PSA tools (ConnectWise). • Excellent troubleshooting and problem-solving skills. • Strong written and verbal communication skills. • Customer-first mindset with the ability to explain technical concepts to non-technical users. • Preferred: Microsoft certifications (e.g., MCP, MCSA, MS-900, AZ-104). • Preferred: CompTIA certifications (Network+, Security+, A+). • Preferred: Experience with backup/disaster recovery solutions. • Preferred: Knowledge of advanced security frameworks and compliance (HIPAA, PCI, etc.)

🏖️ Benefits

• HMO Day 1 + FREE dependent coverage • De minimis and allowances • Attendance bonus • Paid time offs • Company-provided work setup (laptop, monitor, accessories) • Training, career growth, and global exposure • A collaborative and supportive team culture • Competitive compensation and benefits package