MSP Escalation; L2 Technician

MSP Escalation (L2) Technician

Department: Service Desk

Employment Type: Full Time

Location: Texas

Reporting To: Devin Harris;

Compensation: $55,000 - $65,000 / year

The Service Technician – Level 2 provides advanced technical support to managed services clients, ensuring reliable performance across networks, systems, voice, and security environments. This role serves as an escalation point for Level 1 technicians, resolving complex tickets, assisting with project implementations, and maintaining high standards of service delivery. The Level 2 Technician combines technical expertise with strong communication skills to deliver timely solutions and an excellent client experience.

• Provide advanced troubleshooting and resolution for escalated service tickets across network, server, workstation, voice, and security platforms.
• Address Level 2 issues such as:
  • Resolving complex Active Directory, DNS, and Group Policy errors.
  • Advanced O365 issues (mail flow, shared mailbox permissions, Teams/SharePoint access).
  • Network troubleshooting (switch/VLAN misconfigurations, firewall rule adjustments, VPN issues).
  • VoIP quality issues and SIP trunk escalations.
  • Endpoint performance issues requiring registry or driver-level fixes.
  • Malware or security alerts that require containment and remediation beyond Level 1 capabilities.
• Perform detailed root cause analysis and implement preventative measures.
• Support the deployment, configuration, and optimization of MSP-managed tools and platforms.
• Assist with client onboarding, system upgrades, and project rollouts as directed by senior engineers or project managers.
• Document all work performed, update tickets thoroughly, and follow internal SOPs for consistency and quality.
• Monitor SLA adherence and prioritize tasks to ensure service standards are consistently met.
• Collaborate with Level 1 technicians by providing guidance, mentorship, and knowledge sharing.
• Escalate unresolved issues to Level 3 engineers or senior staff as appropriate.
• Participate in on-call rotations and provide after-hours support when needed.
• Contribute to continuous improvement of processes, documentation, and client experience.

• 2–4 years of IT support experience, preferably in an MSP or similar service-driven environment.
• Strong working knowledge of Windows Server, Active Directory, O365, networking fundamentals (DNS, DHCP, VLANs, firewalls), and endpoint management.
• Familiarity with RMM, PSA, and ticketing systems.
• Experience supporting VoIP and security platforms is a plus.
• Excellent troubleshooting and analytical skills with a customer-first mindset.
• Strong written and verbal communication abilities.
• Relevant certifications (CompTIA Network+, Security+, Microsoft, Cisco, etc.) preferred but not required.

A successful Service Technician – Level 2 delivers consistent, reliable technical support, resolves complex issues with minimal escalation, and helps elevate the overall performance of the service desk team while ensuring a positive client experience.

• Proven experience in a similar role, preferably within an MSP environment.
• Strong technical skills in system and network troubleshooting.
• Proficiency in configuring and maintaining servers, networks, and IT infrastructure.
• Excellent communication skills, with the ability to explain complex technical issues to non-technical clients.
• Ability to work collaboratively in a team-oriented environment.
• Strong organizational skills with attention to detail.
• Relevant certifications (e.g., CompTIA Network+, CompTIA Security+, Microsoft Certified Solutions Expert) are a plus.

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Disability Insurance
• 401k