Remote L2 IT Technician — MSP Support Specialist

GXA; Pakistan; On-site; PKR 1,200,000 - 2,400,000; Full time

Job summary

GXA provides Level 2 IT support and advanced technical assistance to clients, bridging frontline support and engineering. The L2 Technician resolves escalated incidents, performs complex troubleshooting, system administration, and network tasks in a fast-paced MSP setting.

The role stresses clear communication, meticulous documentation in Autotask and IT Glue, and adherence to SLAs, ensuring high customer satisfaction and knowledge sharing within the team.

Qualifications

• 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

Responsibilities

• 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, switches)
• Escalate incidents requiring L3 expertise to senior engineers with complete documentation

Skills

Problem solving

Customer facing

Analytical thinking

Documentation

Team collaboration

Education

CompTIA Network+

CompTIA Security+

Microsoft 365/Azure Fundamentals

Tools

Autotask

IT Glue

RMM tools

Job description

GXA provides Level 2 IT support and advanced technical assistance to clients, bridging frontline support and engineering. The L2 Technician resolves escalated incidents, performs complex troubleshooting, system administration, and network tasks in a fast-paced MSP setting.

The role stresses clear communication, meticulous documentation in Autotask and IT Glue, and adherence to SLAs, ensuring high customer satisfaction and knowledge sharing within the team.