L2 Support Technician

Andromeda•Lockport, IL

3d•Hybrid

About The Position

Andromeda is seeking a talented and self-motivated L2 Support Technician to troubleshoot and resolve challenging issues within our service department. This role involves direct client interaction, collaboration with other technicians, and serving as a technical resource for L1 support. The ideal candidate is a versatile IT professional with strong troubleshooting skills, a collaborative spirit, and a desire for continuous learning.

Requirements

At least 2 years of IT experience, preferably within an MSP or a corporate IT environment
Strong knowledge of Windows 10 and Windows 11
Strong Microsoft 365 troubleshooting and administration skills
Experience with Microsoft Entra ID and Active Directory
Experience supporting Microsoft Windows Server environments
Strong understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, routing, and switching
Experience troubleshooting VPNs, firewalls, and network connectivity
Strong hardware, software, and application troubleshooting skills
Ability to troubleshoot unfamiliar problems rather than relying exclusively on documented fixes
Ability to read an existing service ticket and quickly determine what has been tried and what remains to be done
Ability to communicate technical information clearly to non-technical users
Ability to remain composed when dealing with an urgent issue or frustrated client
Strong ownership, follow-through, and time-management skills
Willingness to help other technicians and share technical knowledge
Must be local to the Chicago metro area
Must be able to work from our Lockport, IL office every Tuesday and Thursday

Responsibilities

Troubleshooting and resolving escalated technical issues
Working scheduled remote appointments for more complex service requests
Supporting Microsoft 365, Microsoft Entra ID, Windows, and server environments
Troubleshooting networking, DNS, DHCP, VPN, firewall, and connectivity issues
Diagnosing workstation, application, and hardware problems
Working directly with clients during technical issues and emergencies
Collaborating with L1, L3, and Field Technicians
Helping L1 technicians troubleshoot and develop their technical skills
Reviewing ticket history and quickly determining what has already been attempted and what should happen next
Taking ownership of issues through resolution or appropriate escalation
Maintaining clear and useful service ticket documentation