Remote Support Technician (L2 - Frontline)
ARK Solvers Cybersecurity
Full time
Customer Support
United States
Hiring from: United States
ARK Solvers is Miami's Attentive, Reliable and Knowledgeable Cyber Security and IT Company. Founded in 2010, Our IT company was established with the mission of helping businesses manage their IT and keep them secure.
The Role
Technical Support (Client-Facing)
The Role
Technical Support (Client-Facing)
- Handle incoming service requests as the first responder; resolve or escalate based on complexity.
- Support user issues related to Microsoft 365, Windows OS, remote access, printers, VoIP, cybersecurity tools, and network basics.
- Provision users and devices, configure new setups, and troubleshoot common MSP client environments.
- Deploy and support endpoint security solutions, DNS filtering, MFA, and remote backup solutions.
- Write, edit, and maintain internal SOPs, checklists, and knowledge base articles.
- Translate tribal knowledge into clear, repeatable steps for use by techs at all levels.
- Keep documentation up to date in IT Glue and ensure all client environments are well-documented.
- Standardize repeat tasks into documented workflows to support automation and efficiency.
- Communicate proactively and professionally set expectations, give clear updates, and follow up.
- Act as a customer advocate internally, ensuring issues are fully resolved and documented for future reference.
- Participate in daily huddles and weekly tech meetings to identify recurring issues and process gaps.
- Collaborate with L1s and L3s to fine-tune documentation and identify automation opportunities.
- Provide input on how to improve onboarding, ticket handling, and escalation procedures.
- 2+ years in an IT support role, ideally within an MSP.
- Strong experience with Microsoft 365 admin center, Active Directory, user provisioning, and Teams/SharePoint support.
- Experience with Autotask, Datto RMM, and IT Glue (or similar PSA/RMM/KB systems).
- Comfortable writing technical documentation that is clear, easy to follow, and scalable.
- Strong troubleshooting mindset—curious, analytical, and able to work through complex issues.
- Excellent time management, communication skills, and attention to detail.
- Prior experience building internal documentation libraries or leading documentation initiatives.
- Familiarity with compliance standards (NIST, HIPAA, CMMC, etc.).
- PowerShell or automation scripting exposure.
- CompTIA or Microsoft certifications.
- You handle 80–90% of frontline tickets from start to resolution and escalate only when needed.
- SOPs and documentation are no longer bottlenecks—because you own them.
- Clients trust your follow-through, and teammates trust your notes and workflows.
- You raise the bar for documentation across the entire tech team.
- Great work environment
- Flexible working options
- Work alongside & learn from best in class talent
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