Real Bytes is seeking a Level 2 IT Support Engineer who is ready to step into a high-impact role within a dynamic and fast-growing team. This role goes beyond standard ticket resolution - it's a springboard into leadership, requiring both technical acumen and a proactive, customer-first mindset. The ideal candidate is someone who thrives in a fully remote environment, is passionate about technology, and is eager to help shape the operational processes of a maturing business.
Real Bytes is seeking a Level 2 IT Support Engineer who is ready to step into a high-impact role within a dynamic and fast-growing team. This role goes beyond standard ticket resolution - it's a springboard into leadership, requiring both technical acumen and a proactive, customer-first mindset. The ideal candidate is someone who thrives in a fully remote environment, is passionate about technology, and is eager to help shape the operational processes of a maturing business.
Duties and Responsibilities :
Triaging and resolving incoming IT support tickets via ConnectWise Contacting customers directly to diagnose and resolve issues with professionalism and clarity Performing standard troubleshooting tasks including password resets, M365 and hardware support Working closely with the remote team using Microsoft Teams Logging and documenting issues, as well as writing and refining Standard Operating Procedures (SOPs) Engaging in phone triage when required and owning the communication loop Contributing to internal knowledge-building and informal leadership as the team growsRequired Experience/Skills :
Minimum 2–3 years in a Level 2 IT Support or similar technical role Demonstrated experience in remote support environments Strong English communication skills—verbal and written Exposure to mentoring or informal leadership is a plusSystems/Software - Essential: Microsoft 365 Suite (including Intune and Entra), ThreatLocker (or similar security platforms), Nerdio, ConnectWise, Unifi, Meraki.Experience with Cisco and Meraki networking systems Exposure to cybersecurity tools and environments SOP documentation and technical writing Previous experience in a startup or high-growth companyHighly motivated self-starter with a passion for continuous learning Excellent communication and interpersonal skills Process-driven and able to work without micromanagement Strong sense of accountability and ownership Comfortable working autonomously and collaboratively Willingness to lead and grow into a team management role
