Role Name: Technical Support Agent Level 2

Schedule: Monday to Friday, 9:00am to 1:00pm

Client Timezone: Eastern Standard Time, Florida

Client overview

A specialist managed IT services provider focused exclusively on the healthcare sector, this company supports a portfolio of clients who require secure, compliant, and highly reliable technology infrastructure. Operating within a regulated environment, the team prioritises HIPAA compliance, proactive system management, and scalable processes that protect sensitive client data. This is a lean, high-trust operation where senior technical contributors have real impact on how the business scales and how clients experience support.

Job description

You will serve as the advanced technical resource for a portfolio of healthcare-focused managed services clients, handling escalated issues that require deeper expertise in patching, system configuration, and network troubleshooting. You will develop and implement standardised procedures, optimise MSP and RMM tool configurations, and serve as the higher-tier escalation point that reduces pressure on the business owner. Working in a secure virtual environment, you will also contribute to scripting and automation initiatives that improve efficiency across all client environments — making this a role where your technical depth translates directly into business outcomes.

Responsibilities

• Handle escalated technical issues that require deeper troubleshooting and resolution
• Provide advanced remote support including patching, system configuration, and network troubleshooting for healthcare clients
• Develop and implement standardized procedures tailored to healthcare IT requirements
• Collaborate with the team to optimize MSP and RMM tool configurations
• Ensure all client interactions maintain a high standard of professionalism and security compliance

Must-have requirements

• Proven experience in Level 2 IT support or systems administration within a managed services environment
• Proficiency with MSP and RMM platforms, preferably Enable
• Strong understanding of HIPAA compliance, BA agreements, and healthcare data security protocols
• Excellent problem-solving skills with the ability to resolve complex technical issues independently
• Strong communication skills with the ability to explain technical concepts to non-technical clients
• Willingness to sign and adhere to Business Associate and data security agreements

Nice-to-have requirements

• Bonus if you have experience with scripting and automation in an MSP or healthcare IT context
• It helps if you have prior experience working within a 3CX virtual phone environment
• Bonus if you hold relevant IT certifications (e.g. CompTIA, Microsoft) applicable to managed services