Level 2 Service Desk Technician

Job Description

Job Description

SUMMARY

The Level 2 Service Desk Technician is a mid-level technical role responsible for resolving escalated support issues, handling more complex troubleshooting, and supporting Level 1 technicians. This role focuses on problem resolution, root cause identification, and maintaining service quality by following established processes and escalation standards. Level 2 technicians are expected to work independently on complex issues while knowing when to escalate to the Network/Systems Engineering team.

PRIMARY JOB FUNCTIONS

Remote Technical Support & Troubleshooting

• Troubleshoot and resolve complex technical issues across endpoints, systems, and user environments
• Identify root cause and ensure issues are fully resolved, not just temporarily patched
• Escalate appropriately to the Network/Systems Engineer (Level 3) when issues exceed scope
• Support Windows 10/11 environments at an advanced troubleshooting level
• Manage Active Directory including users, groups, permissions, and basic Group Policy
• Support Microsoft 365 including Exchange, Teams, OneDrive, and SharePoint basics
• Troubleshoot networking issues including IP, DNS, DHCP, and connectivity
• Support printers, endpoints, and user environments beyond basic troubleshooting
• Assist with permissions, group policies, and system-level configurations

Ticket Management

• Log all work accurately and in real time in ConnectWise
• Work through the assigned ticket queue in priority order
• Keep ticket notes clear, complete, and useful for anyone who picks up the ticket after you
• Meet defined response time and resolution SLAs consistently

Documentation Adherence

• Follow all standard operating procedures documented in IT Glue
• Adhere to Apex’s security best practices on every ticket
• Never bypass documented processes — if a process is unclear or missing, flag it
• Contribute to documentation improvements when gaps or outdated procedures are identified

Level 1 Support & Knowledge Sharing

• Handle tickets escalated from Level 1 technicians
• Assist Level 1 technicians with troubleshooting guidance without taking over their tickets
• Help reinforce proper triage and escalation practices across the team
• Contribute to shared knowledge base improvements in IT Glue

Customer Service Excellence

• Keep clients informed of ticket progress and resolution status throughout the support process
• Communicate professionally and clearly in all client interactions
• Identify patterns and recurring issues within client environments and flag them to the Service Desk Manager
• Work collaboratively with dispatchers, service managers, and engineers
• Represent Apex professionally in every client interaction

REQUIRED QUALIFICATIONS

• 2–4 years of IT support experience, preferably in an MSP or helpdesk environment
• Strong hands-on experience supporting end users in a production environment
• Solid understanding of Windows OS (advanced troubleshooting), Active Directory, Microsoft 365, and networking fundamentals
• Experience working in a ticketing system (ConnectWise preferred)
• Ability to troubleshoot independently and manage multiple tickets simultaneously
• Strong written and verbal communication skills

PREFERRED QUALIFICATIONS

• MSP experience
• Experience with ConnectWise, ScreenConnect, or IT Glue
• Exposure to Azure or cloud administration
• CompTIA A+, Network+, or similar certifications

WHAT THIS ROLE IS NOT

• Not a project or engineering role

• Not responsible for security architecture, compliance strategy, or advanced security engineering

• Not a “figure it out from scratch” environment — processes are defined and expected to be followed

WHAT MAKES SOMEONE SUCCESSFUL HERE

• Resolves issues efficiently and completely — doesn’t close tickets prematurely
• Follows process instead of reinventing solutions
• Knows when to escalate vs. continue troubleshooting
• Maintains clear and thorough documentation consistently
• Supports Level 1 without taking over their responsibilities
• Identifies patterns and recurring issues across client environments
• Handles steady ticket volume without losing quality or communication

GROWTH OPPORTUNITY

• Successful L2 technicians may advance their career by adding additional skills that can help them grow into a Network / Systems Engineer position

BENEFITS

• Competitive salary based on experience and qualifications
• Comprehensive benefits (Medical, Dental, Vision, 401k, Paid Time Off, Paid Holidays)
• Quarterly incentives based on individual and team KPIs
• On-the-job training and support
• Team-based work environment

SCHEDULE

• Monday–Friday, 8:00 AM–5:00 PM. May require work outside of normal business hours on occasion.
• On-call rotation required after 90 days

WORK LOCATION

• Onsite in Cornelius, NC
• Hybrid work opportunity (up to 2 days/week) available after 90 days, based on performance

Company Description

Apex Technology has been serving the Carolinas area since 1998, providing IT Support such as technical helpdesk support, computer support and consulting to small and medium-sized businesses. It's always been our goal to provide enterprise-level IT practices and solutions to the small business sector, with small business prices. Our experience has allowed us to build and develop the infrastructure needed to keep our prices affordable and our clients up and running.

We partner with many types of businesses in the area, and strive to eliminate IT issues before they cause expensive downtime, so you can continue to drive your business forward. Our dedicated staff loves seeing our clients succeed. Your success is our success, and as you grow, we grow.

Company Description

Apex Technology has been serving the Carolinas area since 1998, providing IT Support such as technical helpdesk support, computer support and consulting to small and medium-sized businesses. It's always been our goal to provide enterprise-level IT practices and solutions to the small business sector, with small business prices. Our experience has allowed us to build and develop the infrastructure needed to keep our prices affordable and our clients up and running.\r\n\r\nWe partner with many types of businesses in the area, and strive to eliminate IT issues before they cause expensive downtime, so you can continue to drive your business forward. Our dedicated staff loves seeing our clients succeed. Your success is our success, and as you grow, we grow.