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)