L2 IT Support Engineer

GXA; Pakistan; Remote; PKR 900,000 - 1,200,000; Full time

Job summary

GXA is seeking an L2 Technician to provide advanced IT support for MSP clients, resolving escalated incidents and maintaining high CSAT. You will bridge frontline support and engineering, handling complex troubleshooting, system administration, and network tasks with a strong focus on documentation.

The role emphasizes proactive monitoring, accurate ticketing in Autotask, and collaboration with the service team to meet SLA targets while upholding GXA’s technical standards.

Qualifications

• 3–5 years of IT support experience in an MSP environment.
• Handles high ticket volume (15+ tickets/day) and strong troubleshooting.
• Strong knowledge of Microsoft 365, Windows OS, Active Directory, and basic Azure.
• LAN/WAN networking, VPNs, and firewall support experience.
• Experience with Autotask, IT Glue, and RMM tools (preferred).

Responsibilities

• Resolve escalated service requests and incidents for MSP clients.
• Provide advanced support for Microsoft 365 and Windows OS.
• Configure remote access solutions (VPN, RDS, Citrix).
• Log work as tickets in Autotask and maintain knowledge base.
• Collaborate with Service Desk and senior engineers to meet SLA targets.

Skills

IT support

Troubleshooting

Communication

Documentation

Tools

Autotask

IT Glue

RMM tools

Active Directory

Job description

GXA is seeking an L2 Technician to provide advanced IT support for MSP clients, resolving escalated incidents and maintaining high CSAT. You will bridge frontline support and engineering, handling complex troubleshooting, system administration, and network tasks with a strong focus on documentation.

The role emphasizes proactive monitoring, accurate ticketing in Autotask, and collaboration with the service team to meet SLA targets while upholding GXA’s technical standards.