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L2 Technician

1 month ago
Pakistan, Philippines, South Africa
Contract
Mid Level
Technical Support Engineer
DevOps and Infrastructure
Active Directory Azure
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GXA

GXA

GXA is an award-winning IT consulting and managed services provider based in Richardson, Texas. With a focus on empowering businesses in Texas, GXA offers a range of IT solutions including managed IT services, business IT consulting, disaster recovery ...

Internet Software & Services
11-50
Founded 2008
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Description

  • Troubleshoot and resolve client issues involving workstations, servers, printers, and business applications.
  • Provide advanced support for Microsoft 365, Windows OS, Active Directory, and core business applications.
  • Configure and support remote access solutions (VPN, RDS, Citrix) and intermediate network components (LAN/WAN, firewalls, VLANs, routers, switches).
  • Support disaster recovery and backup solutions and assist with patch management, endpoint compliance, and security tool enforcement.
  • Monitor alerts from RMM tools and respond proactively to incidents and notifications.
  • Log all work accurately as service tickets in Autotask and maintain consistent system documentation in IT Glue.
  • Keep clients informed of incident progress, status changes, and planned maintenance to maintain strong CSAT.
  • Escalate incidents requiring L3 expertise with complete documentation and reduce unnecessary L3 escalations through advanced troubleshooting.
  • Create and update knowledge base articles, contribute to team training and knowledge sharing, and uphold GXA technical standards.
  • Partner with the Service Desk Dispatcher to prioritize and route tickets and consistently resolve incidents within defined SLA targets.

Requirements

  • 3–5 years of IT support experience in an MSP environment.
  • Ability to handle high ticket volume (15+ tickets per day).
  • Strong problem isolation, troubleshooting, and analytical skills.
  • Client-facing with strong people skills and strong written communication abilities.
  • Strong knowledge of Microsoft 365, Windows OS, Active Directory, and basic Azure administration.
  • Experience with LAN/WAN networking, VPNs, and firewall support.
  • Familiarity with backup/disaster recovery tools and endpoint security solutions.
  • Experience responding to RMM alerts and assisting with patch management and endpoint compliance.
  • Experience with or willingness to maintain accurate records in Autotask and IT Glue.
  • Preferred: experience with Autotask, IT Glue, and RMM tools; relevant certifications such as CompTIA Network+, Security+, Microsoft M365/Azure Fundamentals.

Interested in this position?

Apply directly on the company website

Apply Now

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