It Support Technician Level 2

Overview

We’re seeking a Level 2 IT Support Technician who excels in clear communication, active listening, and customer care. In this role, you’ll be responsible for solving complex technical challenges in a fast-paced environment for commercial clients. Your ability to explain technical issues in a friendly, professional, and easy-to-understand way is just as important as your troubleshooting skills. Daily technical challenges range from Windows and Linux System Administration to Network Troubleshooting and Security Event Monitoring and Mitigation.

This role is based at our office in Salisbury, MD. Regional travel will be required, and some extended travel may be required as well.

• Serve as an escalation resource for client issues that can't be resolved by the first Tier of support.
• Deliver outstanding customer service by communicating clearly, empathetically, and effectively via phone, email, and in person with clients.
• Troubleshoot and resolve advanced technical issues related to desktops, laptops, printers, mobile devices, and software.
• Guide users through solutions in a calm and patient manner, regardless of their technical background.
• Escalate more complex issues to vendor technical support and Tier 3 Engineers with detailed documentation and analysis.
• Maintain accurate records of support interactions and resolutions.
• Assist with technology deployments, customer onboarding/offboarding, and system maintenance.

• 5+ years of experience in an advanced technical role.
• Should possess an advanced knowledge of business systems and networking.
• Possession of at least one mid-level certification (such as Sec+, Linux+, Microsoft/AWS, or Cisco Professional) is recommended.
• Must demonstrate excellent customer service skills.
• Must be able to work well independently, thrive in a team environment, and demonstrate effective team interaction.
• Strong telephone and in-person verbal communication skills are a must.
• Demonstrated ability to effectively organize, prioritize, and manage time while managing multiple responsibilities.
• Valid driver's license and insurable driving record required.

$50,000 - $60,000 yearly