The Service Technician – Level 2 provides advanced technical support to managed services clients, ensuring reliable performance across networks, systems, voice, and security environments. This role serves as an escalation point for Level 1 technicians, resolving complex tickets, assisting with project implementations, and maintaining high standards of service delivery. The Level 2 Technician combines technical expertise with strong communication skills to deliver timely solutions and an excellent client experience.
- 2–4 years of IT support experience, preferably in an MSP or similar service-driven environment.
- Strong working knowledge of Windows Server, Active Directory, O365, networking fundamentals (DNS, DHCP, VLANs, firewalls), and endpoint management.
- Familiarity with RMM, PSA, and ticketing systems.
- Experience supporting VoIP and security platforms is a plus.
- Excellent troubleshooting and analytical skills with a customer-first mindset.
- Strong written and verbal communication abilities.
- Relevant certifications (CompTIA Network+, Security+, Microsoft, Cisco, etc.) preferred but not required.
Success in This Role
A successful Service Technician – Level 2 delivers consistent, reliable technical support, resolves complex issues with minimal escalation, and helps elevate the overall performance of the service desk team while ensuring a positive client experience.
Preferred Qualifications:
- Proven experience in a similar role, preferably within an MSP environment.
- Strong technical skills in system and network troubleshooting.
- Proficiency in configuring and maintaining servers, networks, and IT infrastructure.
- Excellent communication skills, with the ability to explain complex technical issues to non-technical clients.
- Ability to work collaboratively in a team-oriented environment.
- Strong organizational skills with attention to detail.
- Relevant certifications (e.g., CompTIA Network+, CompTIA Security+, Microsoft Certified Solutions Expert) are a plus.