Level 2 IT Support

Level 2 IT Support Specialist

Location: Hybrid - Twin Cities Metro
Employment Type: Full-Time

Overview

A growing Managed Services team is seeking an experienced Level 2 IT Support Specialist with strong technical troubleshooting abilities and the confidence to operate independently in fast-paced client environments.

This role supports a high volume ticket queue, handles escalated issues, performs onsite client visits across the metro area, and assists with onboarding a new clients. You'll collaborate closely with a remote team, mentor Level 1 technicians, and contribute to continuous process improvement and documentation.

This is an ideal opportunity for someone who wants to expand their expertise in Microsoft 365, networking, and cloud technologies while growing toward senior engineering roles.

Key Responsibilities

Technical Support & Troubleshooting

• Provide Tier 2 support for issues related to:




• Microsoft 365 (Exchange, Teams, SharePoint, Intune)


• Windows 10/11 and Windows Server


• Azure AD/Entra and Active Directory (GPOs, OU management, permissions)


• Networking (VLANs, firewall rules, VPNs, wireless, DHCP, DNS, NAT)


• Security tools (EDR, MFA, conditional access policies)


• Backup systems (including cloud backup and BDR platforms)

Onsite Client Support

• Travel to client sites across the Twin Cities metro (typically 1-2 times per week, short visits).


• Troubleshoot workstation, server, and network issues onsite.


• Support new client onboarding, software setup, system deployments, and documentation.

Project & Deployment Work

• Assist with small-to-medium projects, including:




• Microsoft 365 migrations


• Hardware refreshes


• Server upgrades


• Network upgrades (firewalls, switches, wireless access points)

Ticket Ownership & Collaboration

• Manage 10-15 assigned tickets per day with full ownership from intake to resolution.


• Maintain excellent communication, timely updates, and thorough documentation.


• Work alongside Level 1 technicians, assisting with escalations and mentoring.


• Contribute to internal SOPs and knowledge base articles.


• Identify recurring issues and recommend proactive solutions.

Client-Facing Responsibilities

• Serve as a primary technical contact for a new client group (title industry), during the first 3 months and as needed for subsequent new client onboarding, completing training, software rollout, and documentation.


• Demonstrate strong professionalism, communication, and customer service skills.

Qualifications

• 2-4 years of professional IT support experience (MSP experience helpful but not required).


• Proficiency with:




• Windows desktop/server environments


• Microsoft 365 administration


• Azure AD/Entra basics


• Active Directory


• MSP toolsets (RMM, PSA, EDR, backup systems)




• Valid driver's license and reliable transportation; mileage reimbursed.


• Networking experience with firewalls, VPNs, and wireless technologies; exposure to WatchGuard, SonicWall, or Fortinet is a plus.


• Ability to manage multiple priorities and work independently with minimal supervision.


• Strong documentation habits (experience with IT Glue or similar platforms).


• Excellent communication skills, especially with non-technical users.


• Positive, solutions oriented attitude with interest in career growth.

Role Benefits

• Work with modern cloud, networking, and cybersecurity technologies.


• Clear career path opportunities (Senior Engineer, Project Engineer, Team Lead).


• Remote friendly environment with a supportive, highly collaborative team.


• Exposure to diverse clients and technical environments.


• Opportunity to help shape processes and grow with a rapidly developing team.


• Salary budget: up to $60K (includes total package; mileage reimbursement provided).

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.