Level 2 IT Support Technician
Core
Level 2 escalation resource for infrastructure, networking, and security incidents in client environments, owning tickets end-to-end.
Role type
senior IC IT support technician (managed services)
Builds
client IT operations and security posture
Domain
IT services / Managed Services
Required skills
LAN/WAN troubleshooting, Wi-Fi configuration, VPN setup, firewall administration, Windows Server/Active Directory, Microsoft 365 administration, backup solutions, virtualization platforms, hybrid environment support, incident investigation, documentation, mentoring
Preferred skills
Azure networking/identity/security, endpoint protection, SIEM tools, ITIL, PowerShell scripting
Technologies
Microsoft 365, Azure, Veeam, RMM platforms, ticketing systems, firewalls, VPNs, Active Directory
Responsibilities
Troubleshoot network infrastructure (LAN/WAN, Wi-Fi, VPN), administer firewalls and security appliances, support on-premise and virtualized server/storage environments, manage cloud and hybrid workloads, perform onboarding/offboarding, contribute to documentation and runbooks, mentor junior team members
Seniority
Mid-level, hands-on IC