L2 Technician MSP - US Remote

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

The Level 2 Technician (L2) provides advanced technical support for GXA clients, resolving escalated service requests and incidents while ensuring high levels of customer satisfaction. L2 Technicians act as a bridge between frontline support and senior engineering, handling complex troubleshooting, system administration, and network support tasks. This role requires a mix of strong technical knowledge, excellent communication skills, and disciplined documentation practices. L2 Technicians thrive in problem-solving environments and are accountable for timely resolutions, accurate records, and reinforcing GXA ’s technical standards.

CORE TRAITS & PERSONALITY

• Problem-Solver – Confidently troubleshoots and resolves complex issues.
• Customer-Focused – Maintains a professional, courteous, and empathetic approach with clients.
• Collaborative – Works effectively with team members, escalates appropriately, and shares knowledge.
• Organized & Accountable – Manages workload efficiently and consistently documents work.
• Adaptable – Learns new technologies quickly and adjusts to evolving client needs.

Incident & Request Resolution

• Troubleshoot and resolve client issues involving workstations, servers, printers, and applications.
• Provide advanced support for Microsoft 365, Windows OS, and core business applications.
• Configure and support remote access solutions (VPN, RDS, Citrix).
• Support disaster recovery and backup solutions.
• Perform intermediate-level network support (LAN/WAN, firewalls, VLANs, VPNs, routers, and switches).
• Escalate incidents requiring L3 expertise to senior engineers with complete documentation.

Monitoring & Maintenance

• Respond to alerts and notifications from RMM tools, ensuring proactive issue resolution.
• Assist with patch management, endpoint compliance, and security tool enforcement.
• Validate system documentation and ensure consistency in Autotask/IT Glue.

Communication & Documentation

• Accurately log all work as service tickets in Autotask.
• Keep clients informed on incident progress, status changes, and planned maintenance.
• Create and update knowledge base articles to aid peer technicians.

Team Collaboration & Standards

• Partner with Service Desk Dispatcher to prioritize and route tickets appropriately.
• Uphold GXA technical standards in all support work and elevate recurring issues to leadership.
• Timely Resolution: Consistently resolve incidents and requests within defined SLA targets.
• Customer Satisfaction: Maintain positive client relationships and strong CSAT scores.
• Reduced Escalations: Lower the volume of unnecessary L3 escalations through advanced troubleshooting.
• Documentation Excellence: Ensure Autotask and IT Glue records remain accurate and complete.
• Team Contribution: Actively contribute to team goals, training, and knowledge sharing.
• Professional Growth: Progress toward certifications, advanced technical skills, and readiness for greater responsibility within the service team.

Requirements Required

• 3–5 years of IT support experience in an MSP environment.
• Ability to handle high ticket volume: 15+ tickets per day · Strong problem isolation skills
• Strong people skills – this role is client facing.
• Strong knowledge of Microsoft 365, Windows OS, Active Directory, and basic Azure administration.
• Experience with LAN/WAN networking, VPNs, and firewall support.
• Familiarity with backup/disaster recovery tools and endpoint security.
• Excellent troubleshooting and analytical skills.
• Strong written communication abilities.

Preferred

• Experience with Autotask, IT Glue, and RMM tools.
• Relevant certifications (CompTIA Network+, Security+, Microsoft M365/Azure Fundamentals, ).