L2 IT Support Agent

About the role

The L2 IT Support Agent will join BusPatrol’s IT Service Operations & Enablement team in Austin, providing intermediate technical assistance to internal users. Working under general supervision, you will resolve routine and moderately complex incidents, ensuring a reliable day‑to‑day support experience.

Key responsibilities

• Diagnose and resolve hardware (PC and Mac) and software issues using established tools and knowledge bases.
• Support Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive.
• Manage user accounts, permissions, groups and multi‑factor authentication in Active Directory and Microsoft Entra ID.
• Triage, prioritize and handle a steady queue of tickets, maintaining accurate documentation and status updates.
• Escalate incidents that exceed documented patterns or require deeper expertise.
• Create and maintain knowledge articles for known errors and recurring problems.
• Meet service level objectives for response, resolution and communication.

Required profile

• High school diploma or equivalent; associate degree or relevant certifications preferred.
• 2–5 years of experience in IT support, service desk or help desk environments.
• Proven ability to work independently and apply sound judgment to less‑routine situations.

Required skills

• Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
• Active Directory and Microsoft Entra ID
• Multi‑factor authentication management
• Endpoint management platforms such as Intune or Jamf
• Hardware troubleshooting for PC and Mac