L2 Technical Support

4-6 Years

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Early Applicant

Job Description

**PLEASE CAREFULLY READ ALL THE DETAILS BEFORE APPLYING***

Job Title: L2 Technical Support

Work Type:

Working Hours: TBD (UsuallyUS Hours/Night shift)

Start Date: ASAP

JOB ROLE & RESPONSIBILITIES:

Provide Level 2 technical support with full ownership of incidents, ensuring resolution before escalation whenever possible
Act as the primary escalation point for L1, handling complex issues beyond standard troubleshooting
Perform deep-dive troubleshooting across endpoints, servers, and cloud environments
Resolve issues related to:
Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive – admin-level support)
Active Directory (user issues, GPO troubleshooting, replication checks, permissions)
Windows OS (desktop & server) including performance, patching, and system errors
Troubleshoot network-related issues (DNS, DHCP, TCP/IP, VPN connectivity), identifying root causes without redesigning infrastructure
Support and troubleshoot VoIP systems, call quality issues, and configuration problems
Perform endpoint management (imaging, patching, software deployment, security hardening)
Handle security incidents at endpoint/user level (malware remediation, account compromise response)
Administer SaaS platforms and licensing, including access issues and integration troubleshooting
Conduct root cause analysis (RCA) for recurring issues and implement preventive fixes
Create and maintain technical documentation and knowledge base articles
Collaborate with L3 for:
Infrastructure redesign
Complex migrations
Advanced network/firewall configurations
Ensure adherence to SLA/KPI targets in an MSP environment

JOB REQUIREMENTS:

4–6 years of IT Support experience, with at least 2+ years in L2 role within an MSP
Proven ability to resolve complex issues independently without immediate escalation
Strong hands-on experience with:

Microsoft 365 Administration (Exchange, Teams, SharePoint)

Active Directory (GPO troubleshooting, permissions, replication awareness)

Windows Desktop & Server environments

Networking fundamentals (DNS, DHCP, TCP/IP, VPN troubleshooting)

VoIP systems support

SaaS platforms and license management

Experience with RMM and PSA tools (e.g., ConnectWise, Datto RMM, N-able)
Strong analytical and troubleshooting mindset (log analysis, pattern recognition, RCA)
Ability to handle escalations, prioritize effectively, and work with minimal supervision
Excellent communication skills with client-facing experience
Currently, hold or be willing and able to obtain the following certifications within the designated timeframe after onboarding:

ITIL Foundation

CompTIA A+

CompTIA Net+

CompTIA Security+

EXPERIENCE: