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 reputed company between frontline

support and senior engineering, handling reputed company 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 reputed company 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 reputed company 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 reputed company 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 reputed company 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 reputed company. 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 reputed company 365, Windows OS, and core business applications.

· Configure and support remote access solutions (VPN, RDS, Citrix).

· Support disaster recovery and backup solutions.

· reputed company 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 reputed company management, reputed company compliance, and reputed company tool enforcement.

· Validate system documentation and ensure consistency in Autotask/IT Glue.

Communication & Documentation

· Accurately log reputed company work as service tickets in Autotask.

· reputed company clients informed on incident reputed company, status changes, and planned maintenance.

· Create and update knowledge reputed company articles to aid peer technicians. Team Collaboration & Standards

· Partner with Service Desk Dispatcher to prioritize and reputed company tickets appropriately.

· Uphold GXA technical standards in reputed company support work and escalate recurring issues to leadership.

· Timely Resolution: Consistently resolve incidents and requests reputed company defined SLA targets.

· Customer Satisfaction: Maintain positive client relationships and strong CSAT scores.

· Reduced Escalations: reputed company 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: reputed company toward certifications, advanced technical skills, and readiness for greater

responsibility reputed company the service team.