Sign upLog in

MSP Escalation (L2) Technician

In-Telecom

Arlington, Texas

Apply
JOB DETAILS
SALARY
$55,000–$65,000 Per Year
SKILLS
Analysis Skills, Cisco Network Systems, Communication Skills, CompTIA - Computing Technology Industry Association, CompTIA Network+, CompTIA Security+, Continuous Improvement, Customer Experience, Customer Support/Service, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Detail Oriented, Documentation, Establish Priorities, Firewalls, Identify Issues, Information Technology & Information Systems, Maintain Compliance, Maintenance Services, Malware, Mentoring, Microsoft Active Directory, Microsoft Product Family, Microsoft SharePoint, Microsoft Windows Server, Network Administration/Management, Network Switching, Network Systems, On Call, Onboarding, Organizational Skills, People Management, Presentation/Verbal Skills, Problem Solving Skills, Process Improvement, Project/Program Management, Root Cause Analysis, SIP (Session Initiation Protocol), Sales Management, Security Infrastructure, Service Delivery, Service Level Agreement (SLA), Standard Operating Procedures (SOP), Systems Administration/Management, Team Player, Technical Support, Time Management, VLAN (Virtual Local Area Network), VPN (Virtual Private Network), VoIP (Voice over IP), Voice Applications, Writing Skills
LOCATION
Arlington, Texas
POSTED
3 days ago

Description


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.

Key Responsibilities


  • Provide advanced troubleshooting and resolution for escalated service tickets across network, server, workstation, voice, and security platforms.
  • Address Level 2 issues such as:
    • Resolving complex Active Directory, DNS, and Group Policy errors.
    • Advanced O365 issues (mail flow, shared mailbox permissions, Teams/SharePoint access).
    • Network troubleshooting (switch/VLAN misconfigurations, firewall rule adjustments, VPN issues).
    • VoIP quality issues and SIP trunk escalations.
    • Endpoint performance issues requiring registry or driver-level fixes.
    • Malware or security alerts that require containment and remediation beyond Level 1 capabilities.
  • Perform detailed root cause analysis and implement preventative measures.
  • Support the deployment, configuration, and optimization of MSP-managed tools and platforms.
  • Assist with client onboarding, system upgrades, and project rollouts as directed by senior engineers or project managers.
  • Document all work performed, update tickets thoroughly, and follow internal SOPs for consistency and quality.
  • Monitor SLA adherence and prioritize tasks to ensure service standards are consistently met.
  • Collaborate with Level 1 technicians by providing guidance, mentorship, and knowledge sharing.
  • Escalate unresolved issues to Level 3 engineers or senior staff as appropriate.
  • Participate in on-call rotations and provide after-hours support when needed.
  • Contribute to continuous improvement of processes, documentation, and client experience.

Skills, Knowledge & Expertise


  • 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.

Job Benefits


  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • Life Insurance
  • Disability Insurance
  • 401k

About the Company

I

In-Telecom

Resume Resources

Free Resume TemplatesFree Resume Builder