L2 Helpdesk Technician

SUMMARY

The Level 2 Technician – IT & VoIP is responsible for resolving escalated technical issues across endpoints,servers, networks, and voice systems, delivering stable, high-quality IT andVoIP services for multiple MSP clients. This role owns complex troubleshooting,configuration changes, and vendor coordination, especially for VoIPenvironments where hosted experience is a strong advantage.

JOB RESPONSIBILITIES

Escalated IT support (L2)

• Own escalated tickets from L1 for desktops,laptops, printers, and standard business applications, resolving issues that gobeyond scripted fixes.
  
• Support Microsoft 365/Entra ID/AD: userprovisioning/deprovisioning, permissions, shared mailboxes, and basicgroup/policy issues.
  
• Perform L2 Windows Server tasks:troubleshoot common server issues, review event logs, manage disk space,coordinate patching/reboots during maintenance windows, and resolvefile/permission problems.
  
• Troubleshoot network issues at the L2level: site connectivity problems, firewall rules, DHCP/DNS issues, Wi‑Fi problems, and VPN connectivity.
  
• Work through a daily schedule of ticketsand tasks in the PSA, maintaining SLAs and keeping clients informed ofprogress.
  

VoIP / Hosted VoIP-focusedresponsibilities

• Handle escalated VoIP tickets from L1: noaudio/one‑way audio, dropped calls, registration issues, and recurring callquality complaints.
  
• Configure and maintain VoIP environments:call routing, ring groups, queues, auto‑attendants,voicemail policies, time schedules, and basic contact center flows.[18][4][3]
  
• Provision and update IP phones andsoftphones, using templates, bulk provisioning, and platform tools (SkySwitchor similar).
  
• Investigate call quality issues end‑to‑end: review CDRs, analyze network conditions (latency, jitter,packet loss), check QoS and firewall/NAT behavior, and implement correctivechanges.
  
• Work with SkySwitch (or othercarriers/providers) on platform or carrier-side issues, driving vendor ticketsto resolution and communicating outcomes internally.
  

Collaboration and escalation

• Act as a technical escalation point for L1techs on both IT and VoIP issues; coach them on recurring problems and bestpractices to reduce future escalations.
  
• Collaborate with the Service DeskCoordinator on ticket priority, scheduling, and handoffs, ensuring complex workis planned and communicated clearly to clients.
  
• Escalate to senior engineers or architectsfor project-level work, major incidents, or deep network/voice design changes,providing clean documentation and findings.
  

Documentation and continuous improvement

• Document all troubleshooting,configurations, and changes in the PSA and knowledge base so issues can beresolved faster next time.
  
• Identify patterns in recurring issues (ITor VoIP) and recommend improvements to standards, templates, and monitoring toreduce noise and improve reliability.
  

QUALIFICATIONS

Ideal technicalprofile

• 3+ years in technicalsupport roles, including at least 1–2 years in an MSP or multi‑client environment.
  
• Strong Windowsendpoint and Microsoft 365/Entra ID/AD skills (user management, commonpolicies, standard apps).
  

Windows Serverexperience

• Comfortableadministering modern Windows Server versions (2016/2019/2022) insmall–mid-sized environments.
  
• Active Directory:users, groups, basic OU structure, group membership, file/NTFS permissions.
  
• DNS and DHCP:create/modify scopes and reservations, troubleshoot name resolution issues,basic DHCP problems.
  
• Group Policy:understand, edit, and troubleshoot common GPOs impacting users and workstations(drive mappings, basic security/settings).
  
• Common L2 servertasks: basic server troubleshooting (services, event logs, disk space,performance symptoms), patching/reboot coordination, andconfiguring/troubleshooting file shares and permissions.
  
• Nice to have: Hyper‑V or VMware in SMB environments, andRDS/Terminal Services basics (sessions, simple app issues).
  

Networking and VoIP

• Solid networkingfundamentals: VLANs, DHCP, DNS, routing, firewall rules, VPNs, and basic QoSconcepts.
  
• Hands-on VoIPexperience: provisioning IP phones/softphones, configuring call flows (ringgroups, queues, auto‑attendants),and troubleshooting call quality (jitter, latency, packet loss).
  
• SkySwitch or similarwhite‑label VoIP platformexperience (or equivalent multi‑tenantVoIP system) is a strong plus.
  

Tools and softskills

• Comfortable working inPSA/RMM tools (Autotask/Kaseya/ConnectWise or similar) and documenting all workthoroughly.
  
• Strong analytical,problem‑solving, and communicationskills; able to explain complex issues in simple terms to clients and L1 techs.
  

JOB REQUIREMENTS

• Should be willing toaccept a long-term work-from-home arrangement.
  
• Should be amenable toa permanent night shift schedule.