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 and
VoIP services for multiple MSP clients. This role owns complex troubleshooting,
configuration changes, and vendor coordination, especially for VoIP
environments 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 go
beyond scripted fixes.
- Support Microsoft 365/Entra ID/AD: user
provisioning/deprovisioning, permissions, shared mailboxes, and basic
group/policy issues.
- Perform L2 Windows Server tasks:
troubleshoot common server issues, review event logs, manage disk space,
coordinate patching/reboots during maintenance windows, and resolve
file/permission problems.
- Troubleshoot network issues at the L2
level: site connectivity problems, firewall rules, DHCP/DNS issues, Wi‑Fi problems, and VPN connectivity.
- Work through a daily schedule of tickets
and tasks in the PSA, maintaining SLAs and keeping clients informed of
progress.
VoIP / Hosted VoIP-focused
responsibilities
- Handle escalated VoIP tickets from L1: no
audio/one‑way audio, dropped calls, registration issues, and recurring call
quality 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 and
softphones, using templates, bulk provisioning, and platform tools (SkySwitch
or 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 corrective
changes.
- Work with SkySwitch (or other
carriers/providers) on platform or carrier-side issues, driving vendor tickets
to resolution and communicating outcomes internally.
Collaboration and escalation
- Act as a technical escalation point for L1
techs on both IT and VoIP issues; coach them on recurring problems and best
practices to reduce future escalations.
- Collaborate with the Service Desk
Coordinator on ticket priority, scheduling, and handoffs, ensuring complex work
is planned and communicated clearly to clients.
- Escalate to senior engineers or architects
for 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 be
resolved faster next time.
- Identify patterns in recurring issues (IT
or VoIP) and recommend improvements to standards, templates, and monitoring to
reduce noise and improve reliability.
QUALIFICATIONS
Ideal technical
profile
- 3+ years in technical
support roles, including at least 1–2 years in an MSP or multi‑client environment.
- Strong Windows
endpoint and Microsoft 365/Entra ID/AD skills (user management, common
policies, standard apps).
Windows Server
experience
- Comfortable
administering modern Windows Server versions (2016/2019/2022) in
small–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 server
tasks: basic server troubleshooting (services, event logs, disk space,
performance symptoms), patching/reboot coordination, and
configuring/troubleshooting file shares and permissions.
- Nice to have: Hyper‑V or VMware in SMB environments, and
RDS/Terminal Services basics (sessions, simple app issues).
Networking and VoIP
- Solid networking
fundamentals: VLANs, DHCP, DNS, routing, firewall rules, VPNs, and basic QoS
concepts.
- Hands-on VoIP
experience: provisioning IP phones/softphones, configuring call flows (ring
groups, queues, auto‑attendants),
and troubleshooting call quality (jitter, latency, packet loss).
- SkySwitch or similar
white‑label VoIP platform
experience (or equivalent multi‑tenant
VoIP system) is a strong plus.
Tools and soft
skills
- Comfortable working in
PSA/RMM tools (Autotask/Kaseya/ConnectWise or similar) and documenting all work
thoroughly.
- Strong analytical,
problem‑solving, and communication
skills; able to explain complex issues in simple terms to clients and L1 techs.
JOB REQUIREMENTS
- Should be willing to
accept a long-term work-from-home arrangement.
- Should be amenable to
a permanent night shift schedule.