Level 2 Support Technician

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.

Job Type: Full-time

Pay: Php88, Php110,000.00 per month

Benefits:

• Work from home

Application Question(s):

• Internet provider:

Internet speed:

Computer specs:

Headset (Y/N):

Backup plan for power interruptions:

Experience:

• Windows Server, Active Directory, Group Policy: 3 years (Required)
• Networking: 3 years (Required)
• Microsoft 365, Azure, and AWS: 3 years (Required)
• VLANs, routing, firewalls, and VPNs: 3 years (Required)
• PowerShell, Bash) and automation for system administration: 3 years (Required)
• cybersecurity best practices and endpoint security solutions: 3 years (Required)
• RMM (Remote Monitoring & Management) tools: 3 years (Required)

Work Location: Remote