L2 Technician MSP - US Remote

The Level 2 Technician (L2) provides advanced technical support for GXA clients, resolving escalated service requestsand incidents while ensuring high levels of customer satisfaction. L2 Technicians act as a bridge between frontlinesupport and senior engineering, handling complex troubleshooting, system administration, and network supporttasks.This role requires a mix of strong technical knowledge, excellent communication skills, and disciplined documentationpractices. L2 Technicians thrive in problem-solving environments and are accountable for timely resolutions, accuraterecords, 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 whilereinforcing GXA’s standards and processes.The ideal L2 Technician is a dependable problem-solver who thrives in a fast-paced support environment, balancingtechnical depth with professionalism and empathy. They are resourceful, collaborative, and committed to resolvingissues 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 greaterresponsibility within the service team.RequirementsRequired· 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, ).

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.

Requirements

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, ).

Why GXA?GXA is a fast growing, exciting Managed Service Provider and IT Company serving clients in the DFW Metroplex. We have a high client retention and exceptional satisfaction rate because we provide a very unique approach to IT service delivery. Our reputation of being a trusted business technology partner is one we’ve worked hard to maintain and keeping our clients at the forefront of their industries is something we take very seriously. You will be proud to represent us and be part of such a unique team.We are always looking to hire the most talented team members and work even harder to keep them. We offer a competitive compensation package, benefits and an awesome company culture. If you are a top performer looking to join a team where you will be challenged to grow, thrive and positively contribute, send us your resume.Our MissionWe really have just one mission at GXA and that is to serve. Using our technology industry knowledge and capabilities, we help our clients build a stronger business and we get on opporunity to build stronger communities. We make sure that their businesses perform at the highest level possible.Using the profits from the success of working with our clients, we serve by giving back to help build a better world. We are driven by a higher purpose. Philanthropy is at the heart of our business and the passion to make the world a better place. Our company is involved in several humanitarian missions and outreaches.We achieve this by working as a team, have a lot of fun doing it and growing.

Why GXA?

GXA is a fast growing, exciting Managed Service Provider and IT Company serving clients in the DFW Metroplex. We have a high client retention and exceptional satisfaction rate because we provide a very unique approach to IT service delivery. Our reputation of being a trusted business technology partner is one we’ve worked hard to maintain and keeping our clients at the forefront of their industries is something we take very seriously. You will be proud to represent us and be part of such a unique team.

We are always looking to hire the most talented team members and work even harder to keep them. We offer a competitive compensation package, benefits and an awesome company culture. If you are a top performer looking to join a team where you will be challenged to grow, thrive and positively contribute, send us your resume.

Our Mission
We really have just one mission at GXA and that is to serve. Using our technology industry knowledge and capabilities, we help our clients build a stronger business and we get on opporunity to build stronger communities. We make sure that their businesses perform at the highest level possible.

Using the profits from the success of working with our clients, we serve by giving back to help build a better world. We are driven by a higher purpose. Philanthropy is at the heart of our business and the passion to make the world a better place. Our company is involved in several humanitarian missions and outreaches.

We achieve this by working as a team, have a lot of fun doing it and growing.