Service Desk Technician - Level 2
Job Description
***Summary***
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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.
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***Primary Responsibilities***
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Remote Technical Support & Troubleshooting
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- Troubleshoot and resolve complex technical issues across endpoints, systems, and user environments
- Identify root cause and ensure issues are fully resolved, not just temporarily patched
- Escalate appropriately to the Network/Systems Engineer (Level 3) when issues exceed scope
- Support Windows 10/11 environments at an advanced troubleshooting level
- Manage Active Directory including users, groups, permissions, and basic Group Policy
- Support Microsoft 365 including Exchange, Teams, OneDrive, and SharePoint basics
- Troubleshoot networking issues including IP, DNS, DHCP, and connectivity
- Support printers, endpoints, and user environments beyond basic troubleshooting
- Assist with permissions, group policies, and system-level configurations
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Ticket Management
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- Log all work accurately and in real time in ConnectWise
- Work through the assigned ticket queue in priority order
- Keep ticket notes clear, complete, and useful for anyone who picks up the ticket after you
- Meet defined response time and resolution SLAs consistently
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Documentation Adherence
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- Follow all standard operating procedures documented in IT Glue
- Adhere to Apex’s security best practices on every ticket
- Never bypass documented processes — if a process is unclear or missing, flag it
- Contribute to documentation improvements when gaps or outdated procedures are identified
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Level 1 Support & Knowledge Sharing
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- Handle tickets escalated from Level 1 technicians
- Assist Level 1 technicians with troubleshooting guidance without taking over their tickets
- Help reinforce proper triage and escalation practices across the team
- Contribute to shared knowledge base improvements in IT Glue
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Customer Service Excellence
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- Keep clients informed of ticket progress and resolution status throughout the support process
- Communicate professionally and clearly in all client interactions
- Identify patterns and recurring issues within client environments and flag them to the Service Desk Manager
- Work collaboratively with dispatchers, service managers, and engineers
- Represent Apex professionally in every client interaction
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***Required Qualifications***
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- 2–4 years of IT support experience, preferably in an MSP or helpdesk environment
- Strong hands-on experience supporting end users in a production environment
- Solid understanding of Windows OS (advanced troubleshooting), Active Directory, Microsoft 365, and networking fundamentals
- Experience working in a ticketing system (ConnectWise preferred)
- Ability to troubleshoot independently and manage multiple tickets simultaneously
- Strong written and verbal communication skills
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***Preferred Qualifications***
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- MSP experience
- Experience with ConnectWise, ScreenConnect, or IT Glue
- Exposure to Azure or cloud administration
- CompTIA A+, Network+, or similar certifications
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***What This Role Is Not***
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- Not a project or engineering role
- Not responsible for security architecture, compliance strategy, or advanced security engineering
- Not a “figure it out from scratch” environment — processes are defined and expected to be followed
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***What Makes Someone Successful Here***
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- Resolves issues efficiently and completely — doesn’t close tickets prematurely
- Follows process instead of reinventing solutions
- Knows when to escalate vs. continue troubleshooting
- Maintains clear and thorough documentation consistently
- Supports Level 1 without taking over their responsibilities
- Identifies patterns and recurring issues across client environments
- Handles steady ticket volume without losing quality or communication
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***Growth Opportunity***
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- Successful L2 technicians may advance their career by adding additional skills that can help them grow into a Network / Systems Engineer position
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***Benefits***
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- Competitive salary based on experience and qualifications
- Comprehensive benefits (Medical, Dental, Vision, 401k, Paid Time Off, Paid Holidays)
- Quarterly incentives based on individual and team KPIs
- On-the-job training and support
- Team-based work environment
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***Schedule***
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- Monday–Friday, 8:00 AM–5:00 PM. May require work outside of normal business hours on occasion.
- On call rotation required after 90 days
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***Work Location***
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- Onsite in Cornelius, NC
- Hybrid work opportunity (up to 2 days/week) available after 90 days, based on performance
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This is a general overview of the role and does not constitute a comprehensive list of all duties and responsibilities.