Service Desk Technician - Level 2

***Summary***The Level 2 Service Desk Technician is a mid-level technical role responsible for resolving escalated support issues, handling more complex troubleshooting, and supporting Level 1 technicians. This role focuses on problem resolution, root cause identification, and maintaining service quality by following established processes and escalation standards. Level 2 technicians are expected to work independently on complex issues while knowing when to escalate to the Network/Systems Engineering team.

Have you got what it takes to succeed The following information should be read carefully by all candidates.
***Primary Responsibilities***Remote Technical Support & TroubleshootingTroubleshoot and resolve complex technical issues across endpoints, systems, and user environmentsIdentify root cause and ensure issues are fully resolved, not just temporarily patchedEscalate appropriately to the Network/Systems Engineer (Level 3) when issues exceed scopeSupport Windows 10/11 environments at an advanced troubleshooting levelManage Active Directory including users, groups, permissions, and basic Group PolicySupport Microsoft 365 including Exchange, Teams, OneDrive, and SharePoint basicsTroubleshoot networking issues including IP, DNS, DHCP, and connectivitySupport printers, endpoints, and user environments beyond basic troubleshootingAssist with permissions, group policies, and system-level configurations
Ticket ManagementLog all work accurately and in real time in ConnectWiseWork through the assigned ticket queue in priority orderKeep ticket notes clear, complete, and useful for anyone who picks up the ticket after youMeet defined response time and resolution SLAs consistently
Documentation AdherenceFollow all standard operating procedures documented in IT GlueAdhere to Apex’s security best practices on every ticketNever bypass documented processes — if a process is unclear or missing, flag itContribute to documentation improvements when gaps or outdated procedures are identified
Level 1 Support & Knowledge SharingHandle tickets escalated from Level 1 techniciansAssist Level 1 technicians with troubleshooting guidance without taking over their ticketsHelp reinforce proper triage and escalation practices across the teamContribute to shared knowledge base improvements in IT Glue
Customer Service ExcellenceKeep clients informed of ticket progress and resolution status throughout the support processCommunicate professionally and clearly in all client interactionsIdentify patterns and recurring issues within client environments and flag them to the Service Desk ManagerWork collaboratively with dispatchers, service managers, and engineersRepresent Apex professionally in every client interaction
***Required Qualifications***2–4 years of IT support experience, preferably in an MSP or helpdesk environmentStrong hands-on experience supporting end users in a production environmentSolid understanding of Windows OS (advanced troubleshooting), Active Directory, Microsoft 365, and networking fundamentalsExperience working in a ticketing system (ConnectWise preferred)Ability to troubleshoot independently and manage multiple tickets simultaneouslyStrong written and verbal communication skills
***Preferred Qualifications***MSP experienceExperience with ConnectWise, ScreenConnect, or IT GlueExposure to Azure or cloud administrationCompTIA A+, Network+, or similar certifications
***What This Role Is Not***Not a project or engineering roleNot responsible for security architecture, compliance strategy, or advanced security engineeringNot a “figure it out from scratch” environment — processes are defined and expected to be followed
***What Makes Someone Successful Here***Resolves issues efficiently and completely — doesn’t close tickets prematurelyFollows process instead of reinventing solutionsKnows when to escalate vs. continue troubleshootingMaintains clear and thorough documentation consistentlySupports Level 1 without taking over their responsibilitiesIdentifies patterns and recurring issues across client environmentsHandles steady ticket volume without losing quality or communication
***Growth Opportunity***Successful L2 technicians may advance their career by adding additional skills that can help them grow into a Network / Systems Engineer position
***Benefits***Competitive salary based on experience and qualificationsComprehensive benefits (Medical, Dental, Vision, 401k, Paid Time Off, Paid Holidays)Quarterly incentives based on individual and team KPIsOn-the-job training and supportTeam-based work environment
***Schedule***Monday–Friday, 8:00 AM–5:00 PM. May require work outside of normal business hours on occasion. xzbcwsv On call rotation required after 90 days
***Work Location***Onsite in Cornelius, NCHybrid work opportunity (up to 2 days/week) available after 90 days, based on performance
This is a general overview of the role and does not constitute a comprehensive list of all duties and responsibilities.