Level 2 IT Technician - RideNow Allen

RideNow Group•Allen, TX

17h•Onsite

About The Position

The Level 2 IT Technician serves as the primary escalation point for technical support requests that exceed the scope of the Level 1 Support team. While maintaining the high standard of professional technical assistance established by Tier 1, the Level 2 Technician manages more complex infrastructure issues, systems administration tasks, and technical projects. This role is critical in bridging the gap between front-line support and senior infrastructure teams, providing mentorship and technical guidance to Level 1 staff to ensure organizational continuity and technical excellence.

Requirements

3–5 years in an IT support or systems administration role.
Advanced knowledge of Windows operating systems, Google Workspace administration, Microsoft 365, and networking fundamentals (TCP/IP, DNS, DHCP, VLANs).
Hands-on experience with Active Directory, Group Policy, and device management.
Expertise in helpdesk ticketing software and the ability to manage complex ticket lifecycles from intake through escalation.
Ability to write clear, technical procedural manuals for use by both technical staff and non-technical end-users.
A natural inclination to coach and develop junior staff while maintaining a high level of empathy for end-user challenges.
The ability to balance high-priority ticket escalations with long-term project deadlines under minimal supervision.
Capability to translate complex technical concepts into actionable steps for stakeholders at all levels of the organization.
Must be able to sit for prolonged periods of time at work station

Nice To Haves

Cisco VoIP experience is a plus.
Bachelor’s degree in Information Technology, Computer Science, or a related field preferred; relevant certifications (e.g., CompTIA Network+, Security+, or MCSA) are highly valued.

Responsibilities

Act as the primary escalation point for complex hardware, software, and connectivity issues that cannot be resolved by Level 1.
Support the maintenance and troubleshooting of local office network equipment, servers, and cloud-based infrastructure.
Utilize advanced diagnostic tools and critical thinking to identify root causes for recurring or systemic technical failures.
Actively assist Level 1 Technicians with troubleshooting sessions to improve their technical proficiency and resolution speed, as well as handle Level 1 calls when call volume exceeds L1 staffing.
Develop and maintain high-quality documentation and SOPs for the internal knowledge base to empower Level 1 self-service and triage.
Oversee complex access provisioning and account setups initiated by Level 1 to ensure strict adherence to security protocols.
Monitor and enforce IT security policies and audit controls, ensuring data integrity across all managed systems.
Manage and work alongside other team members on complex technical projects while maintaining sufficient documentation.
Identify opportunities for process automation or system enhancements to reduce the volume of repeat incidents.