Desktop Support Technician - II

Level 2 Technical Support Technician

Company: All-Access Infotech
Department: Service Desk
Reports To: Service Desk Team Lead / Service Manager
Position Type: Full-Time

Position Summary

All-Access Infotech is looking for an experienced, customer-focused Level 2 Technical Support Technician to join our Managed Service Provider team.

This role is responsible for handling escalated technical issues, supporting Microsoft 365 and Google Workspace environments, troubleshooting Windows servers, resolving advanced workstation and network issues, and helping Level 1 technicians grow through guidance and documentation.

The Level 2 Technician plays a key role in keeping client systems stable, resolving issues efficiently, improving internal processes, and delivering a strong client experience.

This position is a great fit for someone who is technically strong, organized, coachable, client-focused, and able to take ownership of issues through resolution.

Key Responsibilities: Escalated Technical Support

The Level 2 Technician handles issues that require deeper troubleshooting, stronger technical judgment, or broader system knowledge.

Responsibilities include:

• Resolve escalated tickets from Level 1 technicians
• Troubleshoot advanced workstation, server, cloud, email, and network issues
• Identify root causes and prevent repeat issues where possible
• Work independently on complex support requests while keeping clients and internal teams updated
• Assist with urgent or high-impact service issues
• Escalate to Level 3, vendors, or project teams when needed with clear documentation
• Help reduce ticket rework by improving troubleshooting notes, procedures, and knowledge base content

2. Microsoft 365 Administration and Support

The Level 2 Technician provides administration and troubleshooting support for Microsoft 365 environments.

Responsibilities include:

• Manage Microsoft 365 user accounts, groups, licenses, and access
• Troubleshoot Outlook, Exchange Online, OneDrive, SharePoint, Teams, and Microsoft 365 application issues
• Support email flow, mailbox access, distribution groups, shared mailboxes, and calendar issues
• Assist with Microsoft 365 security settings, MFA, conditional access, and sign-in troubleshooting
• Support Microsoft 365 migrations, tenant changes, and client onboarding tasks when assigned
• Troubleshoot Microsoft 365 sync, authentication, and permissions issues
• Assist with Microsoft 365 backup, retention, and recovery requests based on internal procedures

3. Google Workspace Administration and Support

The Level 2 Technician supports clients using Google Workspace for email, file storage, and collaboration.

Responsibilities include:

• Manage Google Workspace users, groups, aliases, and access
• Troubleshoot Gmail, Google Drive, shared drives, Google Calendar, and account access issues
• Support email routing, spam filtering, aliases, and mailbox configuration
• Assist with Google Workspace security settings, MFA, account recovery, and login troubleshooting
• Support Google Drive access, permissions, sharing issues, and file ownership concerns
• Assist with migrations between Google Workspace and Microsoft 365 when assigned
• Help clients understand practical differences between Google Workspace and Microsoft 365 workflows

4. Server Support and Troubleshooting

The Level 2 Technician supports Windows server environments and common small business infrastructure.

Responsibilities include:

• Troubleshoot Windows Server issues, including Active Directory, DNS, DHCP, file shares, permissions, and Group Policy
• Support user access, mapped drives, shared folders, and file permission issues
• Review server alerts and assist with remediation
• Troubleshoot backup alerts and failed backup jobs using documented procedures
• Support basic virtualization environments when needed
• Assist with server patching, maintenance, and system health checks
• Identify aging, unstable, or poorly configured systems and communicate concerns to the service team
• Escalate advanced server, firewall, or infrastructure issues when appropriate

5. Ticket Management and Documentation

The Level 2 Technician is responsible for clear, complete, and useful ticket documentation.

Responsibilities include:

• Document troubleshooting steps, findings, resolutions, and next actions
• Include screenshots, logs, error messages, and vendor case details when appropriate
• Maintain accurate time entries
• Keep ticket status current
• Communicate next steps clearly before placing tickets on hold or escalating
• Create or update documentation in IT Glue or the appropriate knowledge base
• Identify recurring issues and recommend process or system improvements

6. Client Communication

The Level 2 Technician communicates directly with clients on escalated or more complex issues.

Responsibilities include:

• Provide clear and professional updates to clients
• Explain technical issues in simple business language
• Set expectations around next steps, timing, and possible impact
• Communicate risks or recurring issues to internal leadership when needed
• Maintain calm, professional communication during urgent or sensitive situations
• Ensure clients feel informed, supported, and confident in the resolution process

7. Team Collaboration and Mentoring

The Level 2 Technician supports the overall performance of the service desk.

Responsibilities include:

• Assist Level 1 technicians with troubleshooting guidance
• Help improve escalation quality by coaching on what information is needed
• Participate in ticket reviews and service desk huddles
• Share knowledge with the team
• Create repeatable procedures for common support issues
• Support project-related tasks, including migrations, deployments, workstation setups, and onboarding work
• Work closely with the dispatcher, team lead, Level 3 technicians, and project team

Qualifications: Skills and Experience

• Prior help desk, MSP, or technical support experience
• Strong understanding of Microsoft 365 administration and troubleshooting
• Experience supporting Google Workspace environments
• Working knowledge of Windows Server, Active Directory, DNS, DHCP, Group Policy, and file permissions
• Strong workstation troubleshooting skills
• Basic understanding of networking concepts, including IP addressing, DNS, DHCP, VPN, firewalls, switches, and Wi-Fi
• Experience using remote support tools
• Ability to troubleshoot issues independently and determine when escalation is needed
• Strong written and verbal communication skills
• Ability to explain technical issues to non-technical users
• Strong documentation and time entry habits
• Ability to manage multiple tickets and priorities in a fast-paced environment

Preferred Skills and Experience

• Prior MSP experience
• Experience with Autotask, ConnectWise, or similar PSA tools
• Experience with IT Glue or similar documentation platforms
• Experience with RMM tools such as Datto RMM, Kaseya, NinjaOne, or similar
• Experience with Microsoft Entra ID, Intune, Exchange Online, SharePoint, and Teams
• Experience with email security, endpoint security, backup tools, and security awareness platforms
• Familiarity with firewalls, switches, wireless access points, and VPN troubleshooting
• Certifications such as:
• CompTIA Network+
• CompTIA Security+
• Microsoft 365 Fundamentals
• Microsoft 365 Administrator
• Google Workspace Administrator
• Windows Server or Azure-related certifications

Ideal Candidate Traits

We are looking for someone who reflects the traits of an ideal team player: humble, hungry, and smart.

Humble

You are willing to ask questions, accept feedback, admit when you do not know something, and work as part of a team.

You do not blame Level 1 when an escalation is incomplete. You help improve the process.

You are confident in your technical ability but still willing to learn from others.

Hungry

You are motivated to solve problems, improve systems, and grow your technical skill set.

You take ownership of escalated issues and keep them moving.

You look for root causes, not just quick fixes.

You actively learn from difficult tickets, vendor cases, and project work.

Smart

You understand how to communicate well with clients and teammates.

You can read the situation, stay professional under pressure, and explain complex technical issues clearly.

You know when a ticket needs more troubleshooting, when it needs escalation, and when it needs better communication.

Success in This Role Looks Like

A successful Level 2 Technician will consistently demonstrate the following:

• Escalated tickets are handled with ownership and urgency
• Clients receive clear and professional communication
• Microsoft 365 and Google Workspace issues are resolved accurately
• Server and infrastructure issues are troubleshot methodically
• Tickets are documented clearly and completely
• Level 1 technicians receive helpful guidance
• Recurring issues are identified and documented
• Escalations to Level 3 or vendors include complete technical details
• Time entries are accurate and completed consistently
• The team sees this person as reliable, helpful, technically capable, and coachable

About All-Access Infotech

All-Access Infotech provides managed IT services, cybersecurity, cloud services, and technology support for small and medium-sized businesses.

Our goal is to help clients operate more securely, efficiently, and confidently by delivering proactive support and a strong client experience.

We are a team-focused company that values:

• Customer obsession
• Ownership
• Continuous improvement
• Strong communication
• Doing the right thing for clients and teammates

Pay: $27.37 - $32.96 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off

Work Location: Hybrid remote in West Lebanon, NH 03784