Escalation (L2) Technician - Arlington, TX
$55,000–$65,000 year
On-siteTexas, United States or Arlington, Texas, United States
Job Summary
Provide advanced troubleshooting and resolution for escalated service tickets across network, server, workstation, voice, and security platforms. Address Level 2 issues including Active Directory, DNS, Group Policy, O365 mail flow, network misconfigurations, VoIP quality, and malware containment. Perform detailed root cause analysis, implement preventative measures, and support tool deployment and client onboarding. Document all work, monitor SLA adherence, and collaborate with Level 1 technicians through mentorship and knowledge sharing. Escalate unresolved issues to Level 3 engineers as appropriate and participate in on-call rotations for after-hours support.
Required Qualifications
- 2–4 years of IT support experience
- Strong working knowledge of Windows Server
- Strong working knowledge of Active Directory
- Strong working knowledge of O365
- Strong working knowledge of networking fundamentals (DNS, DHCP, VLANs, firewalls)
- Strong working knowledge of endpoint management
- Familiarity with RMM, PSA, and ticketing systems
- Excellent troubleshooting and analytical skills
- Customer-first mindset
- Strong written and verbal communication abilities
Desired Qualifications
- Experience supporting VoIP and security platforms
- Relevant certifications (CompTIA Network+, Security+, Microsoft, Cisco, etc.)
- Proven experience in a similar role, preferably within an MSP environment
- Proficiency in configuring and maintaining servers, networks, and IT infrastructure
- Ability to explain complex technical issues to non-technical clients
- Ability to work collaboratively in a team-oriented environment
- Strong organizational skills with attention to detail
- Relevant certifications (e.g., CompTIA Network+, CompTIA Security+, Microsoft Certified Solutions Expert)
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