Level 1-2 Tech Support Help

I manage day-to-day Level 1 and Level 2 IT support, but the ticket queue has grown and I need a reliable partner who can jump in right away. Your role will cover three core tasks:

• Respond to incoming support tickets in our help-desk portal, keeping response times inside the agreed SLA and escalating anything that clearly exceeds L2.
• Diagnose hardware issues on user workstations—primarily Windows 10/11 and a handful of Ubuntu desktops—then document each fix or next-step recommendation inside the ticket.
• Assist users with remote software installations and basic configuration, guiding them through the process via RDP or SSH when needed.

A solid grasp of Windows and Linux troubleshooting, clear written English, and a habit of leaving thorough ticket notes are essential. I’ll grant you help-desk credentials plus remote-access tools; you’ll give me:

• Resolved tickets with concise, well-formatted logs
• A short end-of-shift summary highlighting any pending items or patterns you notice

We’ll start with a few shifts so I can see your workflow, then expand hours as demand rises. If you’re ready to keep our users happy and systems healthy, let’s talk.