Level 2 Technician

The Level 2 Technician is the technical resolution layer of our service desk. You will handle escalations from L1, resolve complex hardware, software, and network issues, and own tickets end to end across multi-client environments.

Your responsibilities include:

• Serving as a point of contact for client support requests via phone, email, and ticketing system
• Troubleshooting and resolving complex hardware, software, and network issues
• Supporting Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint
• Performing user account administration including password resets, account creation, onboarding, and offboarding
• Installing, configuring, and supporting desktops, laptops, printers, and mobile devices
• Escalating advanced issues to L3 engineers when necessary
• Monitoring and responding to alerts from RMM and security platforms
• Documenting all work in the PSA/ticketing system
• Assisting with workstation deployments and software installations
• Following established processes, procedures, and security standards
• Solving problems at the root cause rather than treating symptoms
• Troubleshooting at the networking layer
• Taking ownership of technical issues and driving them to resolution
• Interacting with vendors to resolve hardware and software issues

Success is measured by ticket resolution quality, escalation judgment, documentation completeness, and customer satisfaction.

Microsoft Technologies

• Windows 10 and Windows 11
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Basic Active Directory administration
• User account management

Networking

• TCP/IP fundamentals
• DNS and DHCP knowledge
• VPN connectivity troubleshooting
• Wireless network troubleshooting
• Internet connectivity troubleshooting

Hardware Support

• Desktop and laptop support
• Printer support
• Mobile device support
• Peripheral installation and troubleshooting

Security

• Multi-Factor Authentication (MFA)
• Password management
• Phishing awareness
• Basic endpoint security concepts

Tools and Platforms

• ConnectWise Manage and ConnectWise Automate
• 2+ years of industry experience
• Strong written and verbal English communication
• Available for on-call and off-hours work as needed
• Self-starter who works effectively independently and in cross-functional teams

Base salary plus performance bonuses

401(k) with matching

Paid time off

Structured growth path from L2 to L3 and engineering roles

Direct exposure to modern cybersecurity tooling and AI-driven automation

Collaborative work environment