Level 2 Support Technician

Work Setup: Fully Remote

Work Schedule: Monday to Friday, Central Standard Time

Salary: $1,600 - $1,800

Employer: MSP Company, located in Austin, Texas.

We are seeking a Level 2 Support Technician to support small and mid-sized business clients in a managed services environment. This role requires strong communication skills, attention to detail, and the ability to guide users through more complex technical issues while maintaining a high level of professionalism.

What You'll Do

1. Own and resolve support tickets from start to finish

2. Guide end users through troubleshooting in a clear, patient, and structured way

3. Handle moderate technical issues across workstations, Microsoft 365, networking, and line-of-business applications

4. Escalate appropriately to Level 3 with clean documentation and clear problem statements

5. Maintain accurate ticket notes, time entries, and documentation in PSA systems

6. Identify patterns and recurring issues and raise them proactively

What We're Looking For

1. Strong communication skills, able to explain technical concepts to non-technical users

2. High attention to detail, especially in troubleshooting and documentation

3. Ability to stay organized and manage multiple tickets without losing quality

4. Experience working in an MSP or similar multi-client environment preferred

5. Solid understanding of:

* Windows 10/11 support

* Microsoft 365 (Exchange, Teams, SharePoint basics)

* Basic networking (DNS, DHCP, VPN concepts)

6. Comfortable working remotely and collaborating with a distributed team

7. Experience with RMM tools and PSA systems

What Success Looks Like

1. Tickets are resolved efficiently with minimal rework

2. Users feel confident and supported after interactions

3. Escalations are clean, complete, and actionable

4. Consistent, accurate documentation in the ticketing system

5. Positive client feedback and minimal complaints

Optional but Valuable

* Exposure to security tools and endpoint management

* Familiarity with supporting AEC or similar industries