L2 Support Technician

Andromeda•Lockport, IL

5d•$45,000 - $55,000•Hybrid

About The Position

As an L2 Support Technician, you'll be responsible for troubleshooting and resolving the more challenging issues that come through our service department. You'll work directly with clients, collaborate with other technicians, and serve as a technical resource when L1 technicians need help moving an issue forward. We're looking for a jack-of-all-trades technician with strong troubleshooting skills, a love of teamwork, and a thirst for knowledge. You're an experienced IT professional. PCs, laptops, servers, networks, Microsoft 365 — you've spent enough time around all of them to know that the error message is rarely telling you the whole story. You live for the satisfaction of solving the problem everyone else has been staring at. At least 2 years of IT experience, preferably within an MSP or a corporate IT environment. You don't mind the occasional password reset, but you're hungry for the bigger tickets. Available to start sometime between now and the next 90 days. You must be local to the Chicago metro area and able to work from our Lockport, IL office every Tuesday and Thursday. Monday, Wednesday, and Friday are worked remotely. Using your technical knowledge and experience, you independently troubleshoot and resolve a wide variety of client issues. You also have the communication skills and composure necessary to handle the occasional emergency with a frazzled client. Reboot fixes aren't interesting anymore. You know you can do more than the average technician, and you're looking for an environment where you can prove it and continue growing.

Requirements

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

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