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# Hybrid Level 2 Help Desk Support Technician (MSP)

- **Company:** KATES TECHNOLOGY, INC.
- **Location:** Scottsdale, AZ, United States (Remote available)
- **Experience:** Experienced
- **Salary:** $50,000.0 - $65,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Microsoft Azure, VoIP, Cloud Computing, Collaborative Software, Hyper-V, Issue Tracking Systems, Virtual Private Networks (VPN), Windows Servers, Microsoft SharePoint, Virtual Local Area Networks, Virtualization Technology, Office365, Sonicwall, Firewalls (Computer Science), Network Support, Gsuite, Veeam, Industrial Software, Vmware
- **Published:** June 29, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=77c80903c09e68d2

## About the Role

Do you have experience in Windows?, * 3+ years in an MSP IT support role.

 * Strong experience with Windows 10/11, Windows Servers, domain management, networking, and end user hardware such as VOIP, printers, scanners, and more.
 * Ability to work independently and troubleshoot issues efficiently.
 * Excellent communication skills with a customer-first approach.
 * Experience with ticketing systems and structured workflows is a must.

Other preferred experience and capabilities:

 * Autotask PSA, Datto RMM, IT Glue, Kaseya VSA experience.
 * Active Directory, Veeam, VLANS, Hyper-V, VMWare experience.
 * IT Professional Certifications.
 * Meraki and/or SonicWall VPN troubleshooting.
 * Azure and SharePoint experience
 * DUO and/or O365 user configuration with 2FA.

## Description

As a Level 2 IT Support Technician, you will handle L1 and L2 support requests, assist with cloud and security solutions, and assist with more complex IT issues. As you learn our client infrastructure, you will work with technologies like cloud-based productivity suites (O365, Google Workspace), endpoint security platforms, remote monitoring tools, firewalls, VOIP, virtualization environments, and more. This is a fully remote position with no onsite or hardware responsibilities., * Handle L1 and L2 support tickets and provide expert-level troubleshooting.

 * Troubleshoot and maintain Windows 10/11 laptops and desktops.
 * Administer and support cloud-based email and collaboration platforms.
 * Provide firewall, VPN, and network support across multiple brands.
 * Work with remote monitoring and management tools to ensure device health and compliance.
 * Assist clients with communication platforms and mobile device issues.
 * Support industry-specific software and hardware, including those for medical, accounting, business management, and more.


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