Level 2 Run Technician

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Zipdev

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Zipdev is a company that specializes in providing remote talent solutions, particularly focused on hiring top Latin American professionals. Zipdev enables companies to build high-performing teams in their own time zones while reducing costs compared to local hiring. The company offers a streamlined hiring process that includes defining hiring needs, selecting top candidates, and onboarding new team members, handling payroll and HR overhead. Zipdev fills a variety of technical and professional roles, such as software engineers, project managers, and designers. The company is recognized for its ability to provide cultural alignment and scalable, flexible hiring solutions.

📋 Description

• The Level 2 Run Technician is responsible for advanced technical support, system stabilization, and operational continuity across client and internal environments. • This role will ensure systems are stable, supportable, and well-documented to reduce risk and dependency on single individuals. • As a secondary focus, this role will generate system insights, identify repeat issues, and enable scalable improvements to support solution growth. • An L2 technician supports those functions through structured escalation and system visibility. • Act as the escalation point for complex or unresolved Level 1 / helpdesk issues. • Troubleshoot Microsoft 365, Entra ID, Windows endpoint, identity, access, admin center, and cloud-connected support issues. • Own incident triage, resolution steps, root cause notes, and escalation handoffs through closure. • Support SLA adherence for priority incidents through clear communication and timely updates. • Maintain support readiness for assigned systems and tools by clarifying workflows, access paths, dependencies, and known support patterns. • Help ensure systems are understandable, documented, and supportable by more than one person. • Support backup, endpoint, security, admin, and core business tools within defined operational scope. • Use network fundamentals for troubleshooting, while treating deeper network design and new-client architecture as escalation or future recruiting scope. • Create and maintain structured documentation, SOPs, troubleshooting guides, permission notes, vendor references, and handoff records. • Participate in knowledge transfer, documentation handoffs, and teach-back validation. • Identify single-owner dependencies, incomplete system knowledge, fragmented configuration, or unmonitored processes. • Support stabilization through documentation, standardization, and repeatable operating practices. • Analyze alerts, incidents, and recurring patterns to identify repeat issues and practical fixes. • Recommend improvements to monitoring, alerting, preventative maintenance, or SOPs. • Reduce avoidable ticket volume by documenting fixes and surfacing systemic issues to the right owner. • Operate effectively in a distributed onshore / remote / nearshore team model with US business-hours overlap. • Use clear, structured written communication for asynchronous collaboration across time zones. • Coordinate clean handoffs with internal team members, helpdesk resources, MSP partners, vendors, and Level 3 owners. • Support knowledge sharing and team-wide understanding without becoming the sole owner of complex environments.

🎯 Requirements

• Strong Microsoft 365 and Entra ID / Azure AD administration and troubleshooting experience. • Windows systems, endpoint troubleshooting, permissions, identity, and access support. • Experience supporting security, backup, endpoint management, and admin-center tools. • Ability to troubleshoot across local, cloud, and blended environments within defined support scope. • Incident prioritization and escalation to vendors • Documentation and SOP management • Pattern recognition and issue reduction • Strong analytical and problem-solving abilities • Clear communication (technical and non-technical audiences) • High accountability and attention to detail • Bachelor’s or Associate’s degree in IT, Computer Science, or related field (or equivalent experience) • Preferred: Microsoft 365 / Azure / Entra-related certifications. • Nice to have: CompTIA Network+, CompTIA Security+, CCNA, or equivalent certifications. • 3–6+ years of IT support or systems administration experience • Experience working in MSP environments, or Multi-client support models • Comfortable in distributed team model with US-hours overlap. • Balances ownership with escalation judgment; does not overreach into architecture-level decisions. • Writes clear documentation and supports knowledge sharing so the team avoids single points of failure.

🏖️ Benefits

• Work remotely • Vacation: 10 business days a year • Holidays: 5 National Holidays a year • Company Holidays: 5 Company Holidays a year (Christmas Eve, Christmas Day, New Year's Eve, New Year's Day, Zipdev Day) • Parental Leave • Health Care Reimbursement • Active Lifestyle Reimbursement • Quarterly Home Office Reimbursement • Payroll Deduction Purchase Plans • Longevity Bonus • Continuous Learning Bonus • Access to Training and Professional Development Platforms • Did we mention it's REMOTE?!!