Role Description 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. - 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 - 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. - 3+ years of experience in IT support or system administration. - Certifications preferred: CompTIA Network+, Security+, Microsoft MCSA/MCSE, ITIL v4. - 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. 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)