Level 2 Support Technician

Salary: $1,600 - $2,000

Working Schedule: Pacific Standard Time

Employer: MSP company operating in Florida, USA

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)

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.