Level II Technician

Job Description:

Managed Services Level 2 Technician

Reports to:

Service Delivery Manager

The Level 2 Technician is responsible for resolving advanced and escalated technical issues, supporting Level 1 technicians, and helping maintain consistent, high-quality service delivery across Managed Services. This role serves as the bridge between frontline support and higher-level technical resources, ensuring issues are investigated thoroughly, documented clearly, and escalated with the right technical context when needed.

This position requires broad technical capability across user support, workstations, Microsoft 365, modern IT, legacy infrastructure, networking, cybersecurity tools, applications, and customer environments. The Level 2 Technician supports service improvement by identifying repeat issues, improving documentation, reinforcing technical standards, and helping the team deliver a more consistent and dependable customer experience.

• Resolve advanced and escalated technical issues within scope.
• Troubleshoot issues across users, workstations, Microsoft 365, applications, networking, security tools, remote access, printers, and customer environments.
• Own assigned tickets through resolution, reassignment, or proper escalation.
• Escalate issues with clear notes, findings, impact, and recommended next steps.

• Identify patterns in recurring or escalated issues.
• Communicate repeat problems, technical gaps, or process concerns to the Service Delivery Manager or appropriate technical owner.
• Support prevention by documenting known fixes and recommending training, SOP, or standards updates when needed.

• Maintain clear, useful ticket notes in Connect Wise Manage.
• Update IT Glue when documentation is missing, outdated, or inaccurate.
• Document resolution details, known fixes, and customer-specific information that help future technicians resolve issues more efficiently.

• Follow CTS technical standards when resolving issues.
• Identify customer environments, tools, configurations, or processes that do not align with CTS expectations.
• Escalate standards gaps, unsupported workarounds, or technical risks before they become larger service issues.

The Level 2 Technician is expected to resolve issues independently within their defined scope, follow CTS technical standards, and escalates when work exceeds their authority, risk level, or technical responsibility. This includes escalating security concerns, major customer-impacting issues, unsupported workarounds, and changes that may affect multiple users, systems, or environments.

• Microsoft 365: Understands how identity, access, permissions, and sign‑in behavior impact the user experience and can elevate complex tenant, security, or policy issues with clear technical context.
• Modern Cloud & Endpoint Management: Understands how device management, cloud access, endpoint compliance, and remote work tools impact the user experience and can elevate complex configuration, architecture, or policy issues with clear technical context.
• Legacy Infrastructure: Understands how traditional infrastructure, identity, permissions, and server dependencies impact daily operations and can elevate complex server, domain, or hybrid environment issues with clear technical context.
• Networking: Understands how network availability, routing, access, and device communication impact the customer experience and can elevate complex firewall, switching, VLAN, ISP, or infrastructure issues with clear technical context.
• Cybersecurity: Understands how security controls, user behavior, access policies, and threat activity impact customer risk and can elevate suspected compromise, policy exceptions, or high‑risk issues with clear technical context.
• Documentation & Escalation Quality: Maintains clear ticket notes, updates documentation when gaps are found, and escalates with complete context and recommended next steps.
• Customer & Team Communication: Communicates clearly with customers and internal teams, supports Level 1 technicians, and contributes to a consistent service experience.

A steady, analytical, and detail-oriented technician who works well within structure, follows standards, documents clearly and escalates appropriately. This person should be calm under pressure, technically curious, and comfortable supporting both customers and teammates.

The Level 2 Technician resolves advanced and escalated tickets accurately; documents work clearly and escalates with the right technical context when needed.

Success is reflected in fewer unnecessary escalations, stronger support for Level 1 technicians, improved documentation, and better visibility into repeat issues or technical gaps.

Customers receive dependable support, and the Managed Services team becomes more consistent, efficient, and easier to scale.