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 WiFi 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/oneway audio dropped calls registration issues and recurring call quality complaints.
  
• Configure and maintain VoIP environments: call routing ring groups queues autoattendants voicemail policies time schedules and basic contact center flows.1843
  
• Provision and update IP phones and softphones using templates bulk provisioning and platform tools (SkySwitch or similar).
  
• Investigate call quality issues endtoend: 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 12 years in an MSP or multiclient 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 smallmid-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: HyperV 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 autoattendants) and troubleshooting call quality (jitter latency packet loss).
  
• SkySwitch or similar whitelabel VoIP platform experience (or equivalent multitenant 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 problemsolving 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.