L2 Technician MSP - US Remote
About the role
The Level 2 Technician (L2) at GXA provides advanced technical support to clients, focusing on resolving escalated service requests and incidents. The role bridges frontline support and senior engineering, handling complex troubleshooting, system administration, and network support tasks. Key responsibilities include supporting Microsoft 365, Windows OS, remote access solutions, disaster recovery, and performing intermediate network support. The L2 Technician is expected to manage a high ticket volume, maintain accurate documentation, and ensure customer satisfaction while upholding technical standards. The position requires 3-5 years of IT support experience in an MSP environment, strong technical and communication skills, and the ability to work in a fast-paced, client-facing setting.
Must have
- 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
Nice to have
- Experience with Autotask, IT Glue, and RMM tools
- Relevant certifications (CompTIA Network+, Security+, Microsoft M365/Azure Fundamentals, )
Technologies
- Active Directory
- Azure
- Citrix
- CompTIA Security+
- Firewall
- Microsoft 365
- RDS
- VLAN
- VPN
- WAN
- Windows
Highlights
This is a remote position based in the US. The role requires handling a high volume of tickets (15+ per day). Professional growth and progression toward certifications are encouraged. Preferred candidates may have experience with Autotask, IT Glue, and RMM tools, as well as relevant IT certifications.
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