Level 2 Technician - US Remote (MSP)

About the role

GXA is hiring a remote Level 2 (L2) Technician for its Managed IT department. The L2 Technician provides advanced technical support for GXA clients, resolving escalated service requests and incidents while keeping customer satisfaction high. The role bridges frontline support and senior engineering, covering complex troubleshooting, system administration and network support. It is fully remote.

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 network support (LAN/WAN, firewalls, VLANs, routers and switches)
• Escalate incidents needing L3 expertise to senior engineers with complete documentation
• Respond to alerts from RMM tools, assist with patch management, endpoint compliance and security tool enforcement
• Log work as service tickets in Autotask, keep clients informed and create knowledge base articles
• Partner with the Service Desk Dispatcher to prioritize and route tickets, and uphold GXA technical standards
• Maintain SLAs, reduce unnecessary L3 escalations and contribute to team training and growth

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 people skills and strong written communication
• Experience with LAN/WAN networking, VPNs and firewall support
• Familiarity with backup/disaster recovery tools and endpoint security

Required skills

• Microsoft 365, Windows OS, Active Directory and basic Azure administration
• Preferred: Autotask, IT Glue and RMM tools
• Preferred: CompTIA Network+, Security+, Microsoft M365/Azure Fundamentals certifications