L2 Technician

This is a fully remote position, open to applicants in Pakistan, +4 more countries.

📋 Description

• Deliver high-level technical support for GXA clients, addressing escalated service requests and incidents.

• Diagnose and resolve issues related to workstations, servers, printers, and applications.

• Offer advanced assistance for Microsoft 365, Windows operating systems, and essential business applications.

• Set up and support remote access solutions including VPN, RDS, and Citrix.

• Assist with disaster recovery strategies and backup solutions.

• Provide intermediate-level network support for LAN/WAN, firewalls, VLANs, VPNs, routers, and switches.

• Elevate incidents requiring Level 3 expertise to senior engineers with comprehensive documentation.

• React to RMM alerts and notifications to facilitate proactive issue resolution.

• Aid in patch management, endpoint compliance, and the enforcement of security tools.

• Validate system documentation within Autotask and IT Glue.

• Precisely log work as service tickets in Autotask.

• Keep clients updated on incident progress, status changes, and scheduled maintenance.

• Create and revise knowledge base articles.

• Collaborate with the Service Desk Dispatcher to prioritize and route tickets efficiently.

• Adhere to GXA technical standards and escalate recurring issues to management.

• Resolve incidents and requests within established SLA targets.

• Contribute to team objectives, training, knowledge sharing, certifications, and professional development.

⛳️ Requirements

• 3–5 years of IT support experience in a Managed Service Provider (MSP) environment.

• Capability to manage a high ticket volume: 15+ tickets per day.

• Strong skills in problem isolation.

• Excellent interpersonal skills – this position is client-facing.

• In-depth knowledge of Microsoft 365, Windows OS, Active Directory, and fundamental Azure administration.

• Experience with LAN/WAN networking, VPNs, and firewall support.

• Familiarity with backup and disaster recovery tools as well as endpoint security.

• Exceptional troubleshooting and analytical abilities.

• Strong written communication skills.

• Experience with Autotask, IT Glue, and RMM tools (preferred).

• Relevant certifications such as CompTIA Network+, Security+, or Microsoft M365/Azure Fundamentals (preferred).

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and continued education.

• Flexible work hours and potential remote work options.

• Supportive team environment with a focus on work-life balance.