Level 2 Service Desk Specialist

Job Title: Level 2 Service Desk Specialist

Company: MYDWARE
Location: Remote (Work From Home) - Philippines, we are located in Canada
Work Hours: 8 AM – 5 PM EST (Night Shift in PH Time), Monday – Friday, occasional weekend work

About Us:
MYDWARE is a cybersecurity-focused Managed IT Services Provider (MSP) specializing in IT solutions for the construction industry. We are looking for an experienced Level 2 Service Desk Specialist with previous MSP experience to join our growing team. This is a full-time, remote role for a dependable and skilled IT professional who thrives in a remote work environment.

***Applicants with prior experience working for a Canadian, American, or Australian MSP will be given priority.
Job Responsibilities:
• Provide Level 2 IT support, handling escalated technical issues from the Service Desk.
• Troubleshoot and resolve Microsoft 365 issues, including Exchange, OneDrive, Teams, and SharePoint.
• Perform advanced networking troubleshooting, including DNS, VLANs, Firewalls, Switches, and VPNs.
• Diagnose and resolve server, workstation, and Active Directory issues.
• Work with PSA platforms such as HaloPSA, ConnectWise, or Autotask.
• Utilize RMM tools for system monitoring, patch management, and automation.
• Maintain and update IT documentation platforms such as Hudu or IT Glue.
• Assist with firewall, switch, and network deployments.
• Support Microsoft 365 administration and migrations.
• Work directly with vendors and clients to resolve issues.
• Assist in client onboardings and IT audits.
• Follow best practices for security and compliance.
• Ensure backup integrity and disaster recovery readiness.
• Document client environments and configurations properly.

Requirements:
• Minimum of 2 years of experience working for an MSP (Managed Services Provider).
• Strong technical skills in Microsoft 365 administration, including Exchange, SharePoint, OneDrive, and Teams.
• Advanced understanding of networking concepts, including DNS, VLANs, Firewalls, Switches, and VPNs.
• Hands-on experience with PSA, RMM, and IT Documentation tools.
• Excellent troubleshooting and problem-solving skills.
• Fluent in written and spoken English, with strong communication skills.
• Ability to work independently, learn quickly, and adapt to new technologies.
• Reliable and self-motivated, with excellent time management skills.
• A private and quiet home office setup with no distractions, pets, or background noise.
• A stable and high-speed internet connection suitable for remote work.

Preferred Qualifications (Priority for Interviews Given to Candidates With These):
• AZ-103 (Microsoft Azure Administrator) Certification.
• CompTIA A+, Network+, or Security+ Certifications.
• Prior experience working for a Canadian, American, or Australian MSP.

Work Details:
• Full-time, Remote Work From Home.
• Monday to Friday, 8 AM – 5 PM EST (Night Shift in PH Time).
• Occasional weekend work may be required.
Why Work With MYDWARE?
• Work with a cybersecurity-focused MSP using the latest technologies.
• Join a team that values innovation, learning, and professional growth.
• Get hands-on experience with cutting-edge MSP tools.
• Opportunities for further training and certification sponsorship.

How to Apply:
If you are an experienced MSP technician looking for a challenging and rewarding remote role, we want to hear from you!