Level 2 IT Technician

This is a Fully Remote Job
About Our Client:
The organization operates as a managed service provider (MSP) in the information technology sector. They focus on delivering IT support services to clients, addressing challenges related to maintaining and stabilizing complex technical environments. Recognized for a collaborative culture and employee development, the program supports career growth and technical certification opportunities within a fast-paced service environment.
About the Opportunity:
The LEVEL 2 IT TECHNICIAN is responsible for managing escalated technical issues beyond initial support levels. The role requires troubleshooting across various client IT infrastructures, including servers, networking, and cloud services. This position plays a critical part in maintaining system stability and performance, directly impacting client operations by resolving complex problems and collaborating with internal teams to enhance service quality.
Responsibilities:
Own and resolve escalated issues from Level 1 across servers, networking, and cloud environments
Troubleshoot and support Windows Server, Microsoft 365, and Active Directory environments
Manage user access, permissions, group policies, and Intune policies
Support and troubleshoot networking issues including LAN, WAN, VPN, connectivity, and outages
Assist with firewall configurations and network security changes such as port forwarding and ACLs
Handle file server and SharePoint permissions and access issues
Troubleshoot DNS-related issues and maintain DNS records
Monitor systems, investigate alerts, and ensure stability and performance
Maintain clear and accurate documentation in service management tools
Communicate directly with end users and clients to manage expectations and issue resolution
Collaborate with internal teams to identify recurring issues and improve client environments
Requirements:
3 to 5 years of hands-on IT support experience, preferably within an MSP environment
Strong troubleshooting skills in Windows, Microsoft 365, and server environments
Solid experience with Active Directory, DNS, and user/access management
Working knowledge of networking fundamentals including VPNs, firewalls, WAN, and LAN
Experience with remote monitoring and management (RMM) and professional services automation (PSA) tools
Ability to manage and prioritize multiple issues in a fast-paced environment
Strong communication skills and a client-focused approach
Comfortable taking ownership and independently resolving complex problems
Experience with Intune or mobile device management tools is a plus
Exposure to firewall configuration and network security is a plus
Bachelor’s degree or relevant certifications such as A+, Network+, or Microsoft certifications are advantageous
Pay Range and Compensation Package:
Competitive salary plus a $500 sign-on bonus
Medical and dental insurance with 50% of employee premium covered by the company
Life and long-term disability insurance fully covered by the company
Health savings account (HSA) and flexible spending account (FSA) options
401(k) plan with company match (1:1 on first 1%, 50% match on 2 to 6%)
21 flexible paid time off days combining vacation, sick leave, and holidays
Two paid mental health days annually
Company-provided equipment
Employee referral bonus program
Employee recognition program
Paid training and certification assistance
Clear career advancement pathways
Benefits & Perks:
Medical insurance
Dental insurance
Life insurance
Long-term disability insurance
HSA & FSA options
401(k) with company match
Paid time off including flexible PTO and mental health days
Paid training and certification assistance
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.

Skills
Documentation

Experience
3-5 yrs

Work arrangement
Yes