Level 2/3 IT Support Technician (Remote)

Job Title: Level 2/3 IT Support Technician (Remote)
Company Overview:
North Shore Technology Systems (NSTS) is a boutique MSP located in the affluent Gold Coast of Long Island, New York. We specialize in providing a wide array of high-quality IT services tailored to the needs of high-end small businesses. Our offerings encompass everything a small business requires for seamless technology operation, from IT management, infrastructure, and project planning to cloud solutions, cybersecurity, and virtual CIO services. At NSTS, we are dedicated to eliminating technology-related stress and anxiety through modern, secure software solutions and unparalleled customer service. Our team thrives on challenges, innovation, and the satisfaction of solving complex problems to enhance our clients’ technology experiences.

Role Summary:
We are seeking a highly skilled and motivated Level 2 or Level 3 IT Support Technician to join our team. This role is an exceptional opportunity for someone with excellent verbal English skills, a strong background in Microsoft technologies, and a passion for providing outstanding IT support. The successful candidate will be pivotal in managing help desk tickets, engaging with clients to resolve issues, and participating in projects that contribute to the growth and scaling of our MSP.

Key Responsibilities:
Efficiently manage and resolve help desk tickets, maintaining high levels of client satisfaction.
Engage directly with clients through calls, offering troubleshooting support and resolving technical issues.
Lead and contribute to projects aimed at improving operational processes, cybersecurity measures, cloud infrastructure development, and Microsoft 365 optimization.
Independently handle Microsoft 365 tasks and projects, demonstrating technical proficiency and initiative.
Collaborate on client projects and internal initiatives, such as automating processes, data analytics, and technology alignment, to help grow and scale our MSP services.
Services Offered by NSTS:
IT Management & Infrastructure
Project Planning & Hardware Solutions
Cloud Solutions & Telephone/VoIP Services
Helpdesk Support & Proactive Maintenance
Status Monitoring & Work From Home Solutions
Cybersecurity, Anti-virus, Data Backups & Disaster Recovery
IT Optimization & Technology Alignment Process
Software Workflows & Microsoft 365 Optimization
Data Analytics & Office Moves
Smart Home & Office Automation
Requirements:
Exceptional verbal English communication skills for professional client interactions.
Strong technical expertise, especially in Microsoft 365, Azure, Intune, and experience with PSA software.
Proven problem-solving skills, the ability to work independently, and a customer-focused approach.
Experience in an MSP environment is highly beneficial.
Microsoft certifications are a plus, though not mandatory.
Benefits:
Fully remote position with the flexibility to work from home.
Competitive salary based on experience.
Select Filipino holidays and up to 10 days off per year.
Application Process:
Candidates should submit a resume, cover letter, video introduction, and an explanation of a recent professional project. Emphasize the ability to work independently, solve problems, and contribute to a team environment.

Work Hours:
The position requires adherence to New York business hours, 9am – 5:30pm EST, with a 30-minute lunch break.

Ideal Candidate:
We are looking for a candidate who is quick to learn, excellent on the phone, and a natural team player. The ideal candidate will demonstrate leadership potential, document and showcase their work effectively, and possess a strong capability in teaching and guiding others as we expand our team.