Service Desk Technician - Level 2

The Level 2 Service Desk Technician is a mid-level technical role responsible for resolving escalated support issues, handling more complex troubleshooting, and supporting Level 1 technicians. This role focuses on problem resolution, root cause identification, and maintaining service quality by following established processes and escalation standards. Level 2 technicians are expected to work independently on complex issues while knowing when to escape to the Network/Systems Engineering team.

• Troubleshoot and resolve complex technical issues across endpoints, systems, and user environments
• Identify root cause and ensure issues are fully resolved, not just temporarily patched
• Escalate appropriately to the Network/Systems Engineer (Level
  3) when issues exceed scope
• Support Windows 10/11 environments at an advanced troubleshooting level
• Manage Active Directory including users, groups, permissions, and basic Group Policy
• Support Microsoft 365 including Exchange, Teams, One Drive, and SharePoint basics
• Troubleshoot networking issues including IP, DNS, DHCP, and connectivity
• Support printers, endpoints, and user environments beyond basic troubleshooting
• Assist with permissions, group policies, and system-level configurations

• Log all work accurately and in real time in Connect Wise
• Work through the assigned ticket queue in priority order
• Keep ticket notes clear, complete, and useful for anyone who picks up the ticket after you
• Meet defined response time and resolution SLAs consistently

• Follow all standard operating procedures documented in IT Glue
• Adhere to Apex’s security best practices on every ticket
• Never bypass documented processes — if a process is unclear or missing, flag it
• Contribute to documentation improvements when gaps or outdated procedures are identified

• Handle tickets escalated from Level 1 technicians
• Assist Level 1 technicians with troubleshooting guidance without taking over their tickets
• Help reinforce proper triage and escalation practices across the team
• Contribute to shared knowledge base improvements in IT Glue
• Keep clients informed of ticket progress and resolution status throughout the support process
• Communicate professionally and clearly in all client interactions
• Identify patterns and recurring issues within client environments and flag them to the Service Desk Manager
• Work collaboratively with dispatchers, service managers, and engineers
• Represent Apex professionally in every client interaction

• 2–4 years of IT support experience, preferably in an MSP or helpdesk environment
• Strong hands‑on experience supporting end users in a production environment
• Solid understanding of Windows OS (advanced troubleshooting), Active Directory, Microsoft 365, and networking fundamentals
• Experience working in a ticketing system (Connect Wise preferred)
• Ability to troubleshoot independently and manage multiple tickets simultaneously
• Strong written and verbal communication skills

• MSP experience
• Experience with Connect Wise, Screen Connect, or IT Glue
• Exposure to Azure or cloud administration
• CompTIA A+, Network+, or similar certifications

• Not a project or engineering role
• Not responsible for security architecture, compliance strategy, or advanced security engineering
• Not a “figure it out from scratch” environment — processes are defined and expected to be followed

• Resolves issues efficiently and completely — doesn’t close tickets prematurely
• Follows process instead of reinventing solutions
• Knows when to elevate vs. continue troubleshooting
• Maintains clear and thorough documentation consistently
• Supports Level 1 without taking over their responsibilities
• Identifies patterns and recurring issues across client environments
• Handles steady ticket volume without losing quality or communication
• Successful L2 technicians may advance their career by adding additional skills that can help them grow into a Network / Systems Engineer position
• Competitive salary based on experience and qualifications
• Quarterly incentives based on individual and team KPIs
• On‑the‑job training and support
• Team‑based work environment

• Monday–Friday, 8:00 AM–5:00 PM. May require work outside of normal business hours on occasion.
• On‑call rotation required after 90 days

• Onsite in Cornelius, NC
• Hybrid work opportunity (up to 2 days/week) available after 90 days, based on performance

This is a general overview of the role and does not constitute a comprehensive list of all duties and responsibilities.