IT Support

Who we are:

Kajae is a premium staff augmentation company that connects top global talents to thriving US companies and clients offering fully remote opportunities. Our team hails from over 27 different countries, with the majority coming from the Philippines and Latin America. We pride ourselves on our tight-knit culture and strong bonds, despite working remotely across diverse timezones.

About the Client

Our client is a North American real estate investment and property management organization that manages residential properties and supports a geographically distributed workforce.

The company relies on reliable IT systems, secure network connectivity, and responsive technical support to maintain efficient operations across its corporate offices, property management teams, and business locations.

About the Role

Our client is seeking an IT Support & Network Technician (L1–L2) to provide day-to-day technical assistance, troubleshoot hardware and software issues, support network connectivity, and ensure employees have reliable access to the systems and tools they need.

This is a hands-on technical support role focused on resolving Level 1 and Level 2 IT issues, maintaining user productivity, supporting Microsoft-based environments, and assisting with routine network and systems administration tasks.

You will work with employees across multiple locations, troubleshoot technical problems remotely, manage service requests, and escale more complex infrastructure issues to senior IT administrators when necessary.

The ideal candidate is a resourceful, service-oriented IT professional with strong troubleshooting skills, practical networking knowledge, and the ability to independently resolve common technical issues while delivering excellent end-user support.

Responsibilities

• Provide Level 1 and Level 2 technical support to employees experiencing hardware, software, connectivity, and system-related issues.
• Troubleshoot Windows computers, laptops, peripherals, printers, and other end-user devices.
• Diagnose and resolve common Microsoft 365 issues involving Outlook, Teams, OneDrive, SharePoint, and related applications.
• Support user account administration, password resets, access permissions, and basic identity management tasks.
• Assist with Active Directory and Microsoft Entra ID user administration, including account provisioning, group memberships, and access changes.
• Troubleshoot network connectivity issues involving Wi‑Fi, LAN, VPN, DNS, DHCP, and basic TCP/IP configurations.
• Assist with the configuration, maintenance, and troubleshooting of network devices, including routers, switches, wireless access points, and related equipment.
• Provide remote troubleshooting and technical assistance to employees across multiple business locations.
• Support employee onboarding and offboarding by configuring user accounts, access permissions, devices, and required software.
• Install, configure, update, and troubleshoot business applications and operating systems.
• Assist with endpoint security, antivirus software, system updates, and basic device management procedures.
• Monitor and respond to IT support tickets, ensuring timely resolution and accurate documentation.
• Prioritize technical issues based on urgency, business impact, and established service expectations.
• Escalate complex networking, server, security, and infrastructure issues to senior IT administrators when appropriate.
• Collaborate with senior IT team members to resolve recurring technical problems and support infrastructure improvements.
• Assist with routine IT maintenance, system checks, software deployments, and technical support activities.
• Maintain accurate documentation of troubleshooting steps, technical resolutions, user configurations, and recurring issues.
• Support the administration of remote access tools, collaboration platforms, and other business technology systems.
• Identify common technical issues and recommend practical improvements to reduce recurring support requests.
• Communicate clearly with employees regarding issue status, troubleshooting steps, expected resolution times, and next steps.
• Maintain a professional, responsive, and customer‑focused approach to technical support.

Requirements

• 3+ years of professional experience in IT support, help desk, desktop support, network support, or a closely related technical role.
• Demonstrated experience providing Level 1 and Level 2 technical support in a business environment.
• Strong troubleshooting experience with Windows operating systems, laptops, desktops, peripherals, and common business applications.
• Hands‑on experience supporting Microsoft 365 app