Level 2 Technician (MSP) - US Remote

About the role

GXA is hiring a Level 2 (L2) Technician for a US remote position. The L2 Technician provides advanced technical support for GXA clients, resolving escalated service requests and incidents while keeping customers satisfied. The role bridges frontline support and senior engineering, covering complex troubleshooting, system administration and network support.

Key responsibilities

• Troubleshoot and resolve client issues involving workstations, servers, printers and applications
• Provide advanced support for Microsoft 365, Windows OS and core business applications
• Configure and support remote access solutions (VPN, RDS, Citrix)
• Support disaster recovery and backup solutions
• Perform intermediate-level network support (LAN/WAN, firewalls, VLANs, routers and switches)
• Escalate incidents needing L3 expertise to senior engineers with full documentation
• Respond to alerts from RMM tools, assist with patch management, endpoint compliance and security tool enforcement
• Validate system documentation and keep Autotask and IT Glue records consistent
• Log work as service tickets in Autotask, keep clients informed and update knowledge base articles
• Work with the Service Desk Dispatcher to prioritize and route tickets, uphold technical standards and reduce unnecessary L3 escalations

Required profile

• 3-5 years of IT support experience in an MSP environment
• Able to handle 15+ tickets per day
• Strong problem isolation and analytical skills
• Client-facing, with strong written communication
• Preferred: experience with Autotask, IT Glue and RMM tools; preferred certifications such as CompTIA Network+, Security+, Microsoft M365/Azure Fundamentals

Required skills

• Microsoft 365, Windows OS, Active Directory and basic Azure administration
• LAN/WAN networking, VPNs and firewall support
• Backup and disaster recovery tools and endpoint security
• Preferred: Autotask, IT Glue and RMM tools