Level 2 Support Technician
工作时间表：太平洋标准时间工作安排：完全远程 （从家工作）工资：1600美元至2,000美元雇主：美国佛罗里达州运营的 MSP 公司概述：第二级支持技术人员负责解决需要深入故障排除，系统管理和基础设施支持的升级技术问题。这一角色作为1级支持和3级工程师之间的桥梁，确保复杂事件和请求得到有效处理。二级技术员也为流程改进，文档化和辅导年轻团队成员做出贡献。责任：· 处理需要更深入分析的问题的1级技术人员升级。· 诊断和解决：· 先进的 Windows/macOS 问题，操作系统成像和驱动程序冲突。·网络相关问题 （DNS,DHCP,VLANs,防火墙规则，站点到站点 VPN）. ·服务器管理任务 （主动目录，组策略，文件/打印服务器）. · Office 365管理，电子邮件迁移和信箱恢复。·虚拟化问题 (Hyper-V,VMware) 和基本云基础设施故障排除。· 安全问题如病毒 / EDR 警告，MFA 故障排除和访问控制。· 使用远程工具，PowerShell 和其他自动化技术来有效地解决故障。· 详细记录在票行系统中根本原因和解决方案。· 对事件解决和问题管理的 ITIL 最佳实践进行追踪。· 如需将问题扩大到3级或专业团队，提供详细的故障解决步骤。·确保响应和解决时间的 SLA 合规性。·识别经常出现的问题并提出解决方案来减少门票数量。·通过记录故障解决措施和最佳实践为内部知识库做出贡献。·向1级技术人员提供辅导和指导，以提高第一次调用解决率。·与最终用户和企业利益相关者沟通，以便提供有关问题的解决情况的更新。· 设定清晰的解决方案时间表，并在必要时积极升级。· 在平衡技术优先事项的情况下提供卓越的客户服务。资格：· 技术技能：· 强大的经验 Windows Server,Active Directory,集团政策和网络。· 熟练处理基于云的服务如 Microsoft 365,Azure 和 AWS 等问题。· 企业网络体验，包括 VLAN,路由，防火墙和 VPN. · 了解 sc.
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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)
Originally posted on Himalayas