Level 2 Support Technician

Working Schedule

Pacific Standard Time

Work Arrangement

Fully Remote (Work From Home)

Salary

$1,600 - $2,000

Employer

MSP company operating in Florida, USA

Overview

The Level 2 Support Technician is responsible for resolving escalated technical issues that require in-depth troubleshooting, system administration, and infrastructure support. This role acts as the bridge between Level 1 support and Level 3 engineers, ensuring complex incidents and requests are addressed efficiently. Level 2 technicians also contribute to process improvements, documentation, and mentoring junior team members.

Responsibilities

• Handle escalations from Level 1 technicians for issues requiring deeper analysis.
• Diagnose and resolve:
• Advanced Windows/macOS issues, OS imaging, and driver conflicts.
• Network-related problems (DNS, DHCP, VLANs, firewall rules, site-to-site VPNs).
• Server administration tasks (Active Directory, Group Policy, file/print servers).
• Office 365 administration, email migrations, and mailbox recovery.
• Virtualization issues (Hyper-V, VMware) and basic cloud infrastructure troubleshooting.
• Security issues such as antivirus/EDR alerts, MFA troubleshooting, and access control.
• Utilize remote tools, PowerShell, and other automation techniques for efficient troubleshooting.
• Document root causes and resolutions thoroughly in the ticketing system.
• Follow ITIL best practices for incident resolution and problem management.
• Escalate issues to Level 3 or specialized teams as needed, providing detailed troubleshooting steps.
• Ensure SLA compliance for response and resolution times.
• Identify recurring issues and propose solutions to reduce ticket volume.
• Contribute to the internal knowledge base by documenting troubleshooting steps and best practices.
• Provide coaching and mentorship to Level 1 technicians to improve first-call resolution rates.
• Communicate with end users and business stakeholders to provide updates on issue resolution.
• Set clear expectations on resolution timelines and escalate proactively when necessary.
• Deliver outstanding customer service while balancing technical priorities.

Qualifications

• Technical Skills:
• Strong expertise in Windows Server, Active Directory, Group Policy, and networking.
• Proficiency in troubleshooting cloud-based services like Microsoft 365, Azure, and AWS.
• Experience with enterprise networking, including VLANs, routing, firewalls, and VPNs.
• Familiarity with scripting (PowerShell, Bash) and automation for system administration.
• Knowledge of cybersecurity best practices and endpoint security solutions.
• Experience with RMM (Remote Monitoring & Management) tools
• Experience & Education:
• 3+ years of experience in IT support or system administration.
• Certifications preferred: CompTIA Network+, Security+, Microsoft MCSA/MCSE, ITIL v4.

Key Attributes

• Excellent problem-solving and critical-thinking abilities.
• Strong verbal and written communication skills.
• Ability to work in a fast-paced MSP environment while maintaining attention to detail.
• Strong analytical and problem-solving skills.
• Ability to explain technical concepts to non-technical users.
• Ability to manage multiple tasks and prioritize work effectively.

Benefits

• 13th Month Pay
• HMO & Govt. Contribution Allowance on top of the salary (After a 90-day probationary period)
• Personal Time Off (After a 90-day probationary period)