Remote Support Technician Tier 2/3 - Full Time

TeamLogic IT of Northeast Massachusetts•Woburn, MA

42d•$55,000 - $75,000•Hybrid

About The Position

TeamLogic IT of Northeast Massachusetts is seeking a customer-focused IT support professional to join our Woburn-based team. This role is designed primarily for an experienced Level 2 technician, but we welcome applications from exceptional Level 1 candidates ready for greater responsibility and Level 3 candidates who value hands-on client support, mentoring, and technical ownership. You will support small and midsize businesses across Greater Boston to the New Hampshire boarder, resolving day-to-day issues, strengthening client environments, documenting solutions, and collaborating with other technicians and engineers. The right person combines technical judgment with patience, clear communication, and a genuine desire to help people. After onboarding and training, this position follows a regular schedule of three days per week in our Woburn office and two days working remotely. New hires should expect to work primarily onsite during the first few months while establishing a strong rhythm with the team and our clients.

Requirements

Approximately 3-5 years of hands-on IT support experience; strong candidates outside this range will also be considered.
Experience supporting Windows and Microsoft 365 business environments.
Strong troubleshooting, analytical, and problem-solving skills.
Excellent written and verbal communication, with the ability to explain technical issues clearly to nontechnical users.
Ability to prioritize competing requests, manage assignments independently, and collaborate when needed.
A customer-first mindset, professional judgment, and a calm approach under pressure.
Reliable attendance, punctuality, organization, and follow-through.
Windows 10/11 and Windows Server
Microsoft 365, Exchange Online, Teams, SharePoint, and OneDrive
Microsoft Entra ID, Active Directory, Group Policy, and Intune
TCP/IP, DNS, DHCP, VPNs, Wi-Fi, firewalls, and network troubleshooting
Hyper-V and VMware
macOS, iOS, and Android
RMM, PSA, remote-support, and documentation platforms
Third-party business applications in coordination with vendor support

Nice To Haves

Previous experience working for a Managed Services Provider (MSP).
CompTIA A+, Network+, or Security+.
Current Microsoft certifications related to Microsoft 365, Azure, endpoint administration, or security.
Experience with Intune, virtualization, firewall administration, backup systems, or cybersecurity tools.

Responsibilities

Provide responsive, professional support through phone, email, remote sessions, and the ticketing system.
Troubleshoot and resolve issues affecting Windows workstations and servers, Microsoft 365, user accounts, business applications, printers, and network connectivity.
Support Microsoft Entra ID (Azure AD), Active Directory, Group Policy, DNS, DHCP, file permissions, mapped drives, and shared resources.
Support Microsoft 365 services including Outlook, Exchange Online, Teams, SharePoint, and OneDrive.
Diagnose LAN/WAN, Wi-Fi, VPN, firewall, and general TCP/IP connectivity issues.
Perform hardware diagnostics and assist with workstation, laptop, server, and peripheral deployments.
Use remote monitoring and management tools to support managed-services clients and address alerts.
Maintain accurate time entries, ticket notes, and client-facing updates in our PSA platform.
Create and maintain clear technical documentation, standards, and repeatable procedures.
Coordinate with vendors and senior engineers when escalation or specialized support is required.
Participate in the team on-call rotation.
For more experienced candidates, mentor junior technicians and help improve team practices.