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!