L2 Technician MSP - Remote

About the Role: The Level 2 Technician (L2) provides advanced technical support for GXA clients, resolving escalated service requests and incidents. You will act as a bridge between frontline support and senior engineering, handling complex troubleshooting, system administration, and network support tasks to ensure high levels of customer satisfaction.

What You'll Do

• Troubleshoot and resolve client issues involving workstations, servers, printers, and core business applications.
• Provide advanced support for Microsoft 365, Windows OS, and configure remote access solutions (VPN, RDS, Citrix).
• Perform intermediate-level network support (LAN/WAN, firewalls, VLANs, VPNs, routers, and switches).
• Respond to alerts from RMM tools, ensuring proactive issue resolution and patch management.
• Accurately log all work as service tickets in Autotask and maintain system documentation in IT Glue.

What You Bring

• 3–5 years of IT support experience in an MSP environment.
• Strong knowledge of Microsoft 365, Windows OS, Active Directory, and basic Azure administration.
• Experience with LAN/WAN networking, VPNs, backup/disaster recovery tools, and endpoint security.
• Ability to handle a high ticket volume (15+ tickets per day) with strong problem isolation and people skills.
• Bonus: Relevant certifications (CompTIA Network+, Security+, Microsoft M365/Azure Fundamentals) and experience with Autotask/IT Glue.

Benefits

• Collaborative and fast-paced environment where problem-solving is encouraged.
• Clear path for professional growth, advanced technical skills, and readiness for greater responsibility.
• Fully remote contract flexibility across multiple countries including Pakistan, South Africa, Sri Lanka, Ukraine, and Brazil.