Level 2 Technician

Company DescriptionOSC Technical began in 2011 as an outsourced field service I.T. solution for small to medium sized businesses. We have grown into a sales, installation, and managed I.T. company with full service MSP offerings nationwide.Job Overview:A Level 2 Technician provides advanced technical support, troubleshooting, and maintenance for hardware, software, networking, and IT systems. This role requires a deeper knowledge of technical systems and a higher level of problem-solving ability compared to a Level 1 Technician. L2 will perform on-site or remote diagnostics, and ensuring the smooth operation of IT infrastructure for our clients.Key Responsibilities:Troubleshooting and Issue Resolution:Handle complex technical issues that Level 1 cannot resolve.Troubleshoot hardware, software, networking, and other system-related issues.Provide solutions for operational issues in IT systems and applications.Customer Support:Assist end-users by providing on-site or remote technical support.Respond to technical queries, guide users through issues, and provide solutions via phone, email, or chat.System Maintenance:Perform preventive maintenance and software updates for systems and devices.Monitor and maintain system performance, applying fixes and patches as needed.Escalation and Documentation:Escalate unresolved technical issues to Level 3 support .Document solutions and maintain detailed records of technical problems and resolutions.Installation and Configuration:Install and configure software, hardware, and network systems.Set up user accounts, permissions, and other configurations in systems or applications.Collaboration:Work closely with clients to ensure effective resolution of issues.Collaborate with vendors for product support, warranty, and repair management.Knowledge Sharing:Provide mentorship and guidance to Level 1 technicians.Share knowledge and technical insights to improve team performance.Skills and Qualifications:Technical Skills:Proficient in diagnosing and troubleshooting hardware, software, and network issues.Strong understanding of operating systems (Windows, macOS), networking protocols (TCP/IP, DNS, DHCP), and security practices. IT Service Management skills (Windows server, print servers, desktop, MS365 Tenant, O365, Azure Portal) utilzing remote tools to connect and troubleshoot managed devices and perform account management.Network Security expertise: EDR and firewall configuration and managment (patching, firmware, port forwarding, etc.) OSC Technical utilizes common MSP products but candidate only needs to have experience with similar products (Huntress, Defender, Pen Testing, Proofpoint, and firewalls (MX, Fortigate).Experience with IT management tools and monitoring software.Problem-Solving Skills:Strong analytical skills to identify, troubleshoot, and resolve complex technical problems.Communication:Excellent verbal and written communication skills for interacting with end-users and other team members.Ability to explain technical issues in simple terms.Experience:2-4 years of experience in IT support or a technical troubleshooting role.Experience with troubleshooting desktop systems, applications, and networking issues.Certifications (Preferred but not required):CompTIA A+, Network+, or Security+.Microsoft Certified: Windows Server or Desktop certifications.Cisco Certified Network Associate (CCNA).Working Environment:Work may be performed remotely 80% or on-site 20%, depending on the nature of technical issues.May be required to work outside regular business hours for system maintenance, upgrades, or urgent issues on occasion but not common.

Created: 2025-03-08