Level 2 Technical Support Specialist

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The L2 Technical Support Specialist role is super important around here — it's the heartbeat of making sure our clients' IT systems are safe, secure, and up to snuff. This star player gets to work closely with the IT team, offering guidance, managing the daily ins and outs of tasks and tickets, and keeping the team running like a well-oiled machine. But it's not just about keeping things moving; it's about being a bit of a detective, too. Spotting the big-picture issues before they become headaches, brainstorming smart fixes, or knowing when to pass the baton for a little tech magic or a workflow tweak. It's all in a day's work.

And because teamwork makes the dream work, this role is all about joining forces with teammates, outside experts, and different departments to make sure the support we provide is nothing short of stellar. It's a role for a real go-getter, someone who's all about making things better, one IT challenge at a time. **
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At Peerless Tech, our core values are:

People matter

We hold the conviction that each person has intrinsic worth. Because of that, we view every personal interaction as an opportunity to make that person's day a little bit better.

Diligent work bears fruit

We believe that work is not a dirty word. Work bears fruit, not in just earning a living, but growing in ​knowledge​, experience​, personal satisfaction​, and development of skills​. Our mission is to empower our clients in the pursuit of their work.

Deep listening

We practice active listening and seek to dig deeper than surface-level information, to truly understand underlying hopes, concerns, and desires. ​

Please Apply If:

• Our core values resonate with you
• You are excited to increase your knowledge and advance in an IT career
• You gain personal satisfaction by serving others well

Do Not Apply If:

• You are just looking for a J-O-B
• You prefer interfacing with computers rather than people

This position is full time, in-person. $28-$38 per hour.

We are seeking a skilled and customer-focused Level 2 Technical Support Specialist to join our growing Managed Service Provider (MSP) team. The ideal candidate will have the ability and desire to learn, a strong technical background, excellent problem-solving skills, and exceptional interpersonal skills. We place a high value on customer service.

Job Overview

As a Level 2 Technical Support Specialist, you will be responsible for resolving complex technical issues, supporting our clients' IT infrastructure, and collaborating with other team members to ensure optimal service delivery.

You will provide support over the phone, email, chat, and through the ticketing system. Occasional on-site visits required.

Key Responsibilities

• Provide technical support for Level 1 and Level 2 client issues
• Troubleshoot and resolve complex problems related to hardware, software, networks, and security
• Install, configure, and maintain various IT systems and applications
• Respond to tickets in accordance with SLA guidelines and document all support activities
• Assist with onsite and remote support for clients as needed
• Contribute to the development of knowledge base articles and technical documentation
• Participate in projects and new technology implementations

Qualifications

• The ability and desire to learn
• Strong personal/”soft” skills are a must
• Strong knowledge of Windows operating systems, Active Directory, and Microsoft 365 administration
• Familiarity with networking concepts, firewalls, and VLANs
• Excellent problem-solving and analytical skills
• Strong verbal and written communication abilities
• Customer-oriented mindset with the ability to explain technical concepts to non-technical users
• Proficiency in English, both written and verbal

Physical Requirements

• Ability to lift 40 pounds (Computers, printers, cables, batteries, etc.)
• Work with cabling in cubicle floor arrangements, walls, or ceiling using a ladder
• Drive to and from multiple customer sites using reliable transportation

Preferred Qualifications

• 2+ years of experience in IT support, preferably in an MSP environment
• Experience with virtualization technologies (VMware, Hyper-V)
• Experience with Microsoft Remote Desktop environments
• Experience with ticketing systems (e.g., Autotask)
• Knowledge of cybersecurity best practices

We want to know what makes you tick. Make sure to include a cover letter with your application.