L2 Technician, MSP

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🕒 Junho 29

🌐 Paquistão, África do Sul, +3 outros países – Remoto

🇵🇰 Paquistão – Remoto 🇿🇦 África do Sul – Remoto 🇱🇰 Sri Lanka – Remoto 🇺🇦 Ucrânia – Remoto 🇧🇷 Brasil – Remoto

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GXA

SiteLinkedInTodas as Vagas

11 - 50 funcionários

Fundada em 2004

💼 Consultoria

📦 Logística

📣 Marketing

Consulting • Logistics • Marketing

A GXA é uma empresa de serviços de TI localizada no Dallas-Fort Worth Metroplex, Texas, que oferece soluções abrangentes como TI gerenciada, cibersegurança, segurança de rede e consultoria de TI. Com 16 anos de experiência, a GXA atende diversos setores, incluindo escolas chárter, imóveis comerciais, manufatura e organizações sem fins lucrativos. A empresa enfatiza soluções de TI personalizadas para ajudar as empresas a gerenciar suas operações de TI de maneira eficaz e segura. A GXA é comprometida com altos padrões de segurança da informação, possuindo certificações como SOC 2 Tipo II e ISO 9001, para garantir a proteção e eficiência das infraestruturas tecnológicas de seus clientes. Atendendo clientes comerciais e governamentais, a GXA busca melhorar as experiências tecnológicas e resolver desafios de TI, aumentando a produtividade e segurança das empresas texanas.

Descrição

• The Level 2 Technician (L2) provides advanced technical support for GXA clients, resolving escalated service requests • and incidents while ensuring high levels of customer satisfaction. L2 Technicians act as a bridge between frontline • support and senior engineering, handling complex troubleshooting, system administration, and network support • tasks. • This role requires a mix of strong technical knowledge, excellent communication skills, and disciplined documentation • practices. L2 Technicians thrive in problem-solving environments and are accountable for timely resolutions, accurate • records, and reinforcing GXA’s technical standards. • **CORE TRAITS & PERSONALITY** • · Problem-Solver – Confidently troubleshoots and resolves complex issues. • · Customer-Focused – Maintains a professional, courteous, and empathetic approach with clients. • · Collaborative – Works effectively with team members, escalates appropriately, and shares knowledge. • · Organized & Accountable – Manages workload efficiently and consistently documents work. • · Adaptable – Learns new technologies quickly and adjusts to evolving client needs. • To be successful, an L2 Technician must demonstrate strong troubleshooting ability across multiple technologies, • communicate clearly with both technical and non-technical users, and consistently maintain accurate documentation. • They must balance technical expertise with customer service, ensuring client issues are resolved efficiently while • reinforcing GXA’s standards and processes. • The ideal L2 Technician is a dependable problem-solver who thrives in a fast-paced support environment, balancing • technical depth with professionalism and empathy. They are resourceful, collaborative, and committed to resolving • issues quickly while contributing to the team’s overall success.******Incident & Request Resolution** • · Troubleshoot and resolve client issues involving workstations, servers, printers, and applications. • · Provide advanced support for Microsoft 365, Windows OS, and core business applications. • · Configure and support remote access solutions (VPN, RDS, Citrix). • · Support disaster recovery and backup solutions. • · Perform intermediate-level network support (LAN/WAN, firewalls, VLANs, VPNs, routers, and switches). • · Escalate incidents requiring L3 expertise to senior engineers with complete documentation. • Monitoring & Maintenance • · Respond to alerts and notifications from RMM tools, ensuring proactive issue resolution. • · Assist with patch management, endpoint compliance, and security tool enforcement. • · Validate system documentation and ensure consistency in Autotask/IT Glue. • **Communication & Documentation ** • · Accurately log all work as service tickets in Autotask. • · Keep clients informed on incident progress, status changes, and planned maintenance. • · Create and update knowledge base articles to aid peer technicians. Team Collaboration & Standards • · Partner with Service Desk Dispatcher to prioritize and route tickets appropriately. • · Uphold GXA technical standards in all support work and escalate recurring issues to leadership. • · Timely Resolution: Consistently resolve incidents and requests within defined SLA targets. • · Customer Satisfaction: Maintain positive client relationships and strong CSAT scores. • · Reduced Escalations: Lower the volume of unnecessary L3 escalations through advanced troubleshooting. • · Documentation Excellence: Ensure Autotask and IT Glue records remain accurate and complete. • · Team Contribution: Actively contribute to team goals, training, and knowledge sharing. • · Professional Growth: Progress toward certifications, advanced technical skills, and readiness for greater • responsibility within the service team.

🎯 Requisitos

• **Required** • · 3–5 years of IT support experience in an MSP environment. • · Ability to handle high ticket volume: 15+ tickets per day • · Strong problem isolation skills • · Strong people skills – this role is client facing. • · Strong knowledge of Microsoft 365, Windows OS, Active Directory, and basic Azure administration. • · Experience with LAN/WAN networking, VPNs, and firewall support. • · Familiarity with backup/disaster recovery tools and endpoint security. • · Excellent troubleshooting and analytical skills. • · Strong written communication abilities. • **Preferred** • · Experience with Autotask, IT Glue, and RMM tools. • · Relevant certifications (CompTIA Network+, Security+, Microsoft M365/Azure Fundamentals, ).