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)