L2 Technical Support Analyst

TEKsystems • Jacksonville, FL

7d • $25 - $30 • Onsite

About The Position

We are seeking a highly capable Level 2 Technical Support Engineer to join our Managed Services team. This role is responsible for providing advanced technical support across a multi-client environment, with a strong emphasis on network infrastructure, troubleshooting, and escalation management. The ideal candidate thrives in a fast-paced MSP setting, demonstrates strong problem-solving skills, and can independently manage complex incidents while maintaining exceptional client experience. This is a Contract to Hire position based out of Jacksonville, FL. This is a fully onsite position in Jacksonville, FL.

Requirements

• 3–5+ years of experience in a technical support or MSP environment
• Strong hands-on experience with network troubleshooting and administration
• Solid understanding of TCP/IP, DNS, DHCP, VPNs
• Solid understanding of Routing and switching fundamentals
• Experience with firewall configuration and management
• Proficiency in Windows Server environments and Microsoft 365
• Experience working within a ticketing system (ServiceNow, ConnectWise, etc.)

Nice To Haves

• Industry certifications such as CCNA / CCNP
• Industry certifications such as CompTIA Network+ or Security+
• Industry certifications such as Microsoft (Azure / M365) certifications
• Experience supporting multi-tenant environments
• Familiarity with monitoring tools (NOC tools, RMM platforms)

Responsibilities

• Serve as the primary escalation point for L1 support on complex technical issues
• Diagnose and resolve advanced infrastructure, networking, and system-related incidents
• Manage ticket queues to ensure SLA adherence and timely resolution
• Perform root cause analysis and implement preventive measures
• Troubleshoot and support LAN/WAN environments, Routing & switching (VLANs, STP, etc.), Firewalls (Fortinet, Cisco, Palo Alto, etc.), VPN technologies (site-to-site, client VPN)
• Monitor and maintain network performance across multiple client environments
• Assist in configuring and deploying network devices and solutions
• Support SD-WAN and cloud networking where applicable
• Support mixed environments including Windows Server (Active Directory, DNS, DHCP, Group Policy), Microsoft 365 / Azure (identity, authentication, conditional access), Virtualization platforms (VMware/Hyper-V)
• Perform system maintenance, patching, and upgrades
• Communicate effectively with clients to provide updates and technical guidance
• Translate technical issues into business impact for non-technical stakeholders
• Participate in client onboarding and infrastructure assessments
• Contribute to knowledge base documentation and standard operating procedures
• Identify recurring issues and recommend automation or process improvements
• Support project teams on implementations and migrations when needed

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed