L2 Technical Support Analyst

TEKsystems•Jacksonville, FL

4d•$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.

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
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, CompTIA Network+ or Security+, 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