Position Summary
The L2 IT Support Technician is an experienced frontline support professional responsible for delivering exceptional technical support to ParksideTech customers. This role remains actively engaged in the phone and ticket queue while resolving more advanced technical issues with minimal supervision. L2 technicians are expected to resolve a higher percentage of support requests independently, maintain excellent customer service, and consistently achieve high ticket throughput while reducing unnecessary escalations.
Primary Responsibilities
- Respond promptly to incoming customer phone calls, emails, and support requests.
- Troubleshoot and resolve advanced desktop, laptop, printer, and peripheral issues.
- Administer Microsoft 365, Exchange Online, Active Directory, and Microsoft Entra ID user accounts.
- Configure and troubleshoot Windows workstations, Windows Server environments, and common business applications.
- Diagnose and resolve networking issues involving TCP/IP, DNS, DHCP, VPN, Wi-Fi, switches, and firewalls.
- Support virtualization platforms, backup solutions, and line-of-business applications as required.
- Provision, configure, and deploy new computers and mobile devices according to company standards.
- Manage user permissions, shared folders, security groups, email access, and other customer resources.
- Perform routine server maintenance, operating system updates, and software installations.
- Document troubleshooting steps, resolutions, and customer environments thoroughly within the PSA.
- Escalate only those issues requiring advanced engineering expertise while providing complete documentation of troubleshooting performed.
- Assist with customer onboarding, equipment deployments, and small technical projects.
- Identify recurring issues and recommend improvements to processes, documentation, or customer environments.
Performance Expectations
Successful L2 IT Support Technicians consistently:
- Maintain a high volume of completed support tickets while meeting quality standards.
- Resolve the majority of assigned tickets without escalation.
- Deliver outstanding customer service and communication.
- Maintain accurate and complete ticket documentation.
- Meet or exceed established SLA response and resolution goals.
- Demonstrate strong technical troubleshooting skills across Microsoft, networking, and endpoint technologies.
- Continuously expand technical knowledge through training, certifications, and hands-on experience.
Required Qualifications
- 3+ years of IT support experience, preferably in a Managed Service Provider (MSP) environment.
- Strong knowledge of Microsoft 365, Windows 10/11, and Windows Server.
- Working knowledge of Active Directory, Entra ID, Azure, networking fundamentals, VPNs, DNS, DHCP, and common firewall platforms.
- Excellent troubleshooting, communication, and customer service skills.
- Ability to manage multiple priorities in a fast-paced support environment.
- Experience with RMM and PSA platforms preferred (NinjaOne, Freshdesk, or similar).
Pay: $24.00 - $26.00 per hour
Benefits:
- Dental insurance
- Employee assistance program
- Health insurance
- Paid time off
- Professional development assistance
- Referral program
- Vision insurance
Work Location: In person
