Level 2 IT Support Technician

Blue Castle IT Solutions LLC

Cheshire, CT, USA

$70,000 to $90,000 annually – depending on experience. Compensation is flexible for candidates stepping up from a Level 1 role versus experienced Level 2 technicians.

401K, Dental, Life, Medical, Vision

Full-Time

Rapidly develop your technical skills with exposure to a wide range of client environments and real infrastructure work. Blue Castle offers strong benefits, certification reimbursement, clear processes, and a team culture that values calm execution over firefighting.

We are seeking a Level 2 IT Support Technician to join our team!

This role is also well‑suited for a strong Level 1 Technician who is ready to step into a Level 2 role. Candidates with solid fundamentals, good judgment, and a desire to grow into infrastructure and escalated support work will receive structured mentorship, clear escalation paths, and hands‑on exposure to real‑world projects.

This position requires prior experience in IT support and is ideal for someone who enjoys structured, repeatable work and wants to continue developing their infrastructure skillset without being the primary “everything is broken” engineer.

The number one goal of everyone in our team is to make our clients exceptionally happy. The Level 2 IT Support Technician plays an important role in making sure that happens.

This position focuses on escalated support and planned infrastructure work
, including network, server, and systems projects. The Level 2 IT Support Technician handles the level 2 support requests that come in from our clients and get escalated from the Level 1 Support Desk team. They also work on repeatable process project work such as IT infrastructure installation and configuration.

When additional help is needed the Level 2 IT Support Technician can get help from or escalated issues to the IT Systems Administrators (Level
3).

• Work on and resolve tickets escalated from Level 1 Support Desk
• Delight our Clients with a Friendly, Quick and Helpful Experience
• Provide the Client with advanced remote troubleshooting
• Remote Hardware Maintenance and Support

• Learn, adopt, and consistently follow Blue Castle IT’s proprietary service delivery framework to deliver a best‑in‑class client experience.
• Maintain strict adherence to escalation paths to ensure tickets reach the right resources quickly and customers do not experience unnecessary delays.
• Actively engage in ticket lifecycle ownership — the assigned technician is responsible not only for technical resolution, but also for proactive client communication, follow‑ups, and communication of clear next‑step expectations.

• Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
• Managing and record all work though our Ticketing System
• Ensure client documentation is accurate and well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren’t “stale” throughout the process

• Review RMM dashboard and apply remediation actions as indicated by our Processes
• Review regularly scheduled/automated actions as indicated by our Processes

• Execute repeatable, well‑documented infrastructure tasks such as:
  • Firewall and network device installations
  • Switch deployments and configuration
  • Server setup, virtualization, and migrations
• Assist with project delivery both remotely and onsite as needed
• Follow established standards, templates, and procedures for all builds and changes

• Escalate tickets that require Senior L3 Technician support
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Submit Timesheets & Expense reports as indicated on their SOPs
• Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients

• Mentor the Level 1 Technician team members
• Follow the schedule provided by the Service Delivery Manager or Service Coordinator /…