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)

Originally posted on Himalayas