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 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.