LEVEL 2 RUN TECHNICIAN

The Level 2 Run Technician is responsible for advanced technical support, system stabilization, and operational continuity across client and internal environments. This role will ensure systems are stable, supportable, and well-documented to reduce risk and dependency on single individuals. As a secondary focus, this role will generate system insights, identify repeat issues, and enable scalable improvements to support solution growth. This role does not own architecture, solution design, or go-live approval decisions. An L2 technician supports those functions through structured escalation and system visibility. Key Responsibilities 1. Microsoft-first technical support and escalation ownership • Act as the escalation point for complex or unresolved Level 1 / helpdesk issues. • Troubleshoot Microsoft 365, Entra ID, Windows endpoint, identity, access, admin center, and cloud-connected support issues. • Own incident triage, resolution steps, root cause notes, and escalation handoffs through closure. • Support SLA adherence for priority incidents through clear communication and timely updates. 2. Operational stability and support readiness • Maintain support readiness for assigned systems and tools by clarifying workflows, access paths, dependencies, and known support patterns. • Help ensure systems are understandable, documented, and supportable by more than one person. • Support backup, endpoint, security, admin, and core business tools within defined operational scope. • Use network fundamentals for troubleshooting, while treating deeper network design and new- client architecture as escalation or future recruiting scope. 3. Documentation, KT, and risk mitigation • Create and maintain structured documentation, SOPs, troubleshooting guides, permission notes, vendor references, and handoff records. • Participate in knowledge transfer, documentation handoffs, and teach-back validation. • Identify single-owner dependencies, incomplete system knowledge, fragmented configuration, or unmonitored processes. • Support stabilization through documentation, standardization, and repeatable operating practices. 4. Continuous improvement and system insight • Analyze alerts, incidents, and recurring patterns to identify repeat issues and practical fixes. • Recommend improvements to monitoring, alerting, preventative maintenance, or SOPs. • Reduce avoidable ticket volume by documenting fixes and surfacing systemic issues to the right owner. 5. Nearshore delivery and team collaboration • Operate effectively in a distributed onshore / remote / nearshore team model with US business- • hours overlap. • Use clear, structured written communication for asynchronous collaboration across time zones. • Coordinate clean handoffs with internal team members, helpdesk resources, MSP partners, • vendors, and Level 3 owners. • Support knowledge sharing and team-wide understanding without becoming the sole owner of • complex environments. High-Priority Technical Skills: • Strong Microsoft 365 and Entra ID / Azure AD administration and troubleshooting experience. • Windows systems, endpoint troubleshooting, permissions, identity, and access support. • Experience supporting security, backup, endpoint management, and admin-center tools. • Ability to troubleshoot across local, cloud, and blended environments within defined support scope. Operational Skills • Incident prioritization and escalation to vendors • Documentation and SOP management • Pattern recognition and issue reduction Soft Skills • Strong analytical and problem-solving abilities • Clear communication (technical and non-technical audiences) • High accountability and attention to detail Education & Certifications • Bachelor’s or Associate’s degree in IT, Computer Science, or related field (or equivalent experience) • Preferred: Microsoft 365 / Azure / Entra-related certifications. • Nice to have: CompTIA Network+, CompTIA Security+, CCNA, or equivalent certifications. Ideal Candidate Profile (Nearshore Focus) • 3–6+ years of IT support or systems administration experience • Experience working in: • MSP environments, or • Multi-client support models • Comfortable in distributed team model with US-hours overlap. • Balances ownership with escalation judgment; does not overreach into architecture-level decisions. • Writes clear documentation and supports knowledge sharing so the team avoids single points of failure. • Work remotely • Vacation: 10 business days a year • Holidays: 5 National Holidays a year • Company Holidays: 5 Company Holidays a year (Christmas Eve, Christmas Day, New Year's Eve, New Year's Day, Zipdev Day) • Parental Leave • Health Care Reimbursement • Active Lifestyle Reimbursement • Quarterly Home Office Reimbursement • Payroll Deduction Purchase Plans • Longevity Bonus • Continuous Learning Bonus • Access to Training and Professional Development Platforms • Did we mention it's REMOTE?!! One of our core values at Zipdev is "Be authentic." that's why we encourage you to answer the application form in your own words; we are interested in getting to know you, not a digital assistant. Wondering how our remote environment or our payment method work? We've put together some helpful answers in our FAQs at the bottom our our career site. Take a look and let us know if you have any other questions!