Level 2 Support Technician

4 days ago

Manila, National Capital Region, Philippines Agilitec IT Full time ₱480,000 - ₱720,000 per year

Salary: $1,600 - $2,000

Working Schedule: Pacific Standard Time

Employer: MSP company operating in Florida, USA

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)

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.

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