The Level 2 Technician (L2) provides advanced technical support for clients, resolving escalated service requests

and incidents while ensuring high levels of customer satisfaction. L2 Technicians act as a bridge between frontline

support and senior engineering, handling complex troubleshooting, system administration, and network support

tasks.

This role requires a mix of strong technical knowledge, excellent communication skills, and disciplined documentation

practices. L2 Technicians thrive in problem-solving environments and are accountable for timely resolutions, accurate

records, and reinforcing ’s technical standards.

CORE TRAITS & PERSONALITY

• Problem-Solver – Confidently troubleshoots and resolves complex issues.
• Customer-Focused – Maintains a professional, courteous, and empathetic approach with clients.
• Collaborative – Works effectively with team members, escalates appropriately, and shares knowledge.
• Organized & Accountable – Manages workload efficiently and consistently documents work.
• Adaptable – Learns new technologies quickly and adjusts to evolving client needs.

To be successful, an L2 Technician must demonstrate strong troubleshooting ability across multiple technologies,

communicate clearly with both technical and non-technical users, and consistently maintain accurate documentation.

They must balance technical expertise with customer service, ensuring client issues are resolved efficiently while

reinforcing ’s standards and processes.

The ideal L2 Technician is a dependable problem-solver who thrives in a fast-paced support environment, balancing

technical depth with professionalism and empathy. They are resourceful, collaborative, and committed to resolving

issues quickly while contributing to the team’s overall success.

Incident & Request Resolution

• 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.

Monitoring & Maintenance

• 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.

Communication & Documentation

• 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. Team Collaboration & Standards
• Partner with Service Desk Dispatcher to prioritize and route tickets appropriately.
• Uphold technical standards in all support work and escalate recurring issues to leadership.
• Timely Resolution: Consistently resolve incidents and requests within defined SLA targets.
• Customer Satisfaction: Maintain positive client relationships and strong CSAT scores.
• Reduced Escalations: Lower the volume of unnecessary L3 escalations through advanced troubleshooting.
• Documentation Excellence: Ensure Autotask and IT Glue records remain accurate and complete.
• Team Contribution: Actively contribute to team goals, training, and knowledge sharing.
• Professional Growth: Progress toward certifications, advanced technical skills, and readiness for greater

responsibility within the service team.Requirements

Required

• 3–5 years of IT support experience in an MSP environment.

Ability to handle high ticket volume: 15+ tickets per day · Strong problem isolation skills

• Strong people skills – this role is client facing.

Strong knowledge of Microsoft 365, Windows OS, Active Directory, and basic Azure administration. Experience with LAN/WAN networking, VPNs, and firewall support. Familiarity with backup/disaster recovery tools and endpoint security. Excellent troubleshooting and analytical skills. Strong written communication abilities. Preferred

• Experience with Autotask, IT Glue, and RMM tools.

Relevant certifications (CompTIA Network+, Security+, Microsoft M365/Azure Fundamentals, ).