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<h1>Soaring Towers</h1><h1>Level 2 IT Technician</h1>(Fully Remote Position) Rate: R28,000 - R45,000/month Location: Remote (South Africa) Hours: Monday - Friday, 8 AM - 6 PM Pacific Time (approximately 5 PM - 3 AM SAST in summer; 6 PM - 4 AM SAST in winter) Soaring Towers is a Los Angeles-based managed IT services provider. We partner with growing businesses across accounting, construction, and financial services to build long- term, scalable technology environments. Our approach is straightforward: we focus on outcomes, not just tickets, and we use modern tools, including automation, to get there. We're looking for a Level 2 IT Technician who takes a business-first approach to support. For this role, we are looking for someone who doesn't just react to issues; you take a step back, understand the bigger picture, and work toward fixing the root cause. You notice patterns, connect the dots, and push for better solutions instead of repeating the same fixes. When you speak with clients, they should feel confident that you understand their business and care about the outcome. This role goes beyond a traditional help desk position. You'll be working across a range of clients, systems, and environments, with real opportunities to grow as you take on more responsibility. Important: You must be able to consistently work US Pacific Time hours. This is a firm requirement. Responsibilities<ul><li>Handle escalated support tickets from start to finish, including diagnosis and resolution</li><li>Manage and support Microsoft 365 environments (Exchange Online, Entra ID, SharePoint, Teams) Monitor and respond to endpoint security alerts using tools like SentinelOne and RMM platforms</li><li>Maintain clear and accurate documentation for tickets, time tracking, and client communication</li><li>Support multi-client Microsoft 365 environments</li><li>Administer Google Workspace environments as needed</li><li>Identify recurring issues and escalate them for proper resolution, not repeat fixes</li><li>Communicate clearly and professionally with clients by phone and email</li><li>Contribute to and maintain internal documentation and knowledge base</li></ul> Requirements<ul><li>3 to 4+ years of hands-on IT support experience, ideally in a multi-client or managed services environment</li><li>Strong experience with Microsoft 365 administration</li><li>Solid Windows troubleshooting and endpoint management skills</li><li>MacOS remote troubleshooting and management</li><li>Understanding of networking fundamentals (DNS, DHCP, VPNs, firewalls)</li><li>Experience with endpoint security platforms (SentinelOne or similar)</li><li>Experience with an RMM tool</li><li>Experience with Microsoft Intune</li><li>Experience supporting Google Workspace</li><li>Strong English communication skills, especially over the phone</li><li>Able to work independently in a remote environment</li><li>Reliable internet and a professional home setup suitable for client calls</li><li>Experience with multi-tenant Microsoft 365 environments is a plus</li></ul>Certifications such as Microsoft (MS-900, MD-102, AZ-900) or CompTIA (A+, Network+, Security+) are helpful but not required. We value real-world experience equally. What We Offer<ul><li>R28,000 - R45,000 per month</li><li>Paid training and support for certifications</li><li>3 days paid time off per year</li><li>Exposure to a wide range of clients and technologies</li><li>Opportunities for growth as the company scales A team environment where your input is heard and acted on</li></ul> A Note on FitWe care more about how you think and approach problems than the number of certifications you hold. As part of your application, include a short paragraph (3-5 sentences) describing a time you identified a recurring issue and worked toward a permanent solution instead of a temporary fix. Applications without this will not be reviewed.

Level 2 IT Technician

Are you available to work Monday through Friday, 8 AM to 6 PM Pacific Time?

Do you have experience working in a multi-client IT support environment?

How many years of hands-on IT support experience do you have?

Do you have hands-on experience administering Microsoft 365 environments?

Microsoft 365 Certified: Fundamentals (MS-900)

Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)

Microsoft Certified: Identity and Access Administrator Associate (SC-300)

Microsoft Certified: Azure Fundamentals (AZ-900)

Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900)

Which best describes your certification status?

Do you have a stable internet connection and a professional workspace for client calls?

Describe a time you identified a recurring problem and proposed a lasting solution.(3-5 sentences)

Level 2 IT Technician

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