REMOTE SUPPORT TECHNICIAN (L2 - FRONTLINE)

Join to apply for the remote support technician (l2 - frontline) role at ark solvers cybersecurity join to apply for the remote support technician (l2 - frontline) role at ark solvers cybersecurity ark solvers cybersecurity provided pay range this range is provided by ark solvers cybersecurity. your actual pay will be based on your skills and experience — talk with your recruiter to learn more. base pay range $12,000.00/yr - $21,600.00/yr 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)
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.
sop creation & documentation
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.
client experience
communicate proactively a...

REMOTE SUPPORT TECHNICIAN (L2 - FRONTLINE)

fullTime

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) 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. sop creation & documentation 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. client experience 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. team collaboration 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. ...