Level 2 Technician

Job Overview

Provides advanced technical support for clients, resolving escalated service requests and incidents to ensure high customer satisfaction. Acts as a bridge between frontline support and senior engineering, handling complex troubleshooting, system administration, and network support tasks. Requires strong technical knowledge, communication skills, and disciplined documentation practices in a problem-solving environment.

Responsibilities

• Troubleshoot and resolve client issues involving workstations, servers, printers, and applications.
• Provide advanced support for Microsoft 365, Windows OS, and core business applications.
• Configure and support remote access solutions (VPN, RDS, Citrix).
• Support disaster recovery and backup solutions.
• Perform intermediate-level network support (LAN/WAN, firewalls, VLANs, VPNs, routers, and switches).
• Escalate incidents requiring L3 expertise to senior engineers with complete documentation.
• Respond to alerts and notifications from RMM tools, ensuring proactive issue resolution.
• Assist with patch management, endpoint compliance, and security tool enforcement.
• Validate system documentation and ensure consistency in Autotask/IT Glue.
• Accurately log all work as service tickets in Autotask.
• Keep clients informed on incident progress, status changes, and planned maintenance.
• Create and update knowledge base articles to aid peer technicians.
• Partner with Service Desk Dispatcher to prioritize and route tickets appropriately.
• Uphold technical standards in all support work and escalate recurring issues to leadership.

Qualifications

• Strong troubleshooting ability across multiple technologies.
• Clear communication with both technical and non-technical users.
• Consistent maintenance of accurate documentation.
• Balance of technical expertise with customer service.
• Problem-solving mindset, customer-focused approach, collaborative nature, organization, accountability, and adaptability.
• Ability to resolve issues efficiently while reinforcing standards and processes.