L2 Technician MSP - US Remote

• The Level 2 Technician (L2) provides advanced technical support for GXA 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 GXA’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 GXA’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 GXA 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.

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, ).