About the role:
The Helpdesk Tier 2 is a key technical resource, responsible for resolving escalated issues and ensuring smooth daily operations across user systems and applications. You'll go beyond basic troubleshooting - handling more complex technical challenges, contributing to process improvement, and delivering an exceptional support experience. This role is ideal for IT professionals with a solid foundation in support who are ready to take ownership of higher-level incidents in a fast-paced environment.

Who are we?
IBEX Staffing Solutions is a forward-thinking recruitment firm specializing in remote and IT staffing. We connect exceptional global talent with innovative companies, helping businesses scale and thrive in a digital-first world.

Hire the brightest. Hire the best.

Job Details:
Role: Helpdesk Tier 2
Location: Remote
Type of Engagement: Long term Contract
Schedule: US Timezone - EST

Key Responsibilities:

• Respond to and resolve escalated technical issues from Tier 1, including hardware, software, and application support.
• Troubleshoot network connectivity, Active Directory, VPNs, and Office 365-related issues.
• Provide hands-on remote support for workstation imaging, configuration, and deployment.
• Collaborate with Tier 3 and engineering teams for escalations and process handoffs.
• Ensure documentation of technical solutions and contribute to the internal knowledge base.
• Assist with onboarding/offboarding and device provisioning.
• Maintain service quality by meeting SLAs and user satisfaction goals.
• Identify recurring problems and recommend proactive solutions or SOP updates.

Qualifications:

• 1–2 years of experience in a technical support or desktop support role (MSP experience a plus).
• Solid understanding of Windows OS, Office 365, Active Directory, and remote desktop tools.
• Basic networking knowledge (IP/DNS/DHCP/VPN).
• Familiarity with ticketing systems (e.g., ConnectWise,
• Zendesk, ServiceNow).
• Strong communication skills with the ability to explain technical issues clearly.
• Certifications such as CompTIA A+ or Network+ are preferred.
• A self-starter with the ability to manage multiple issues in a fast-paced environment.