{"id":3491216,"url":"https://alion.io/job/gxa-l2-technician-msp-us-remote","title":"L2 Technician MSP - US Remote","company":{"id":2514467,"name":"GXA","domain":"gxa.go.jp","url":"https://alion.io/company/gxa-go-jp","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Field & Service","role_family":"Field & Service","seniority":null,"employment_type":"contractor","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"Service Desk","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-02T18:25:16Z","employer_posted_date":null,"last_verified_at":"2026-10-02T18:25:16Z","board_verified":false,"closed_at":null,"days_open":29,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":29},"description":"The Level 2 Technician (L2) provides advanced technical support for GXA clients, resolving escalated service requests\nand incidents while ensuring high levels of customer satisfaction. L2 Technicians act as a bridge between frontline\nsupport and senior engineering, handling complex troubleshooting, system administration, and network support\ntasks.This role requires a mix of strong technical knowledge, excellent communication skills, and disciplined documentation\npractices. L2 Technicians thrive in problem-solving environments and are accountable for timely resolutions, accurate\nrecords, and reinforcing GXA’s technical standards.\nCORE TRAITS & PERSONALITY\nProblem-Solver – Confidently troubleshoots and resolves complex issues.\n\nCustomer-Focused – Maintains a professional, courteous, and empathetic approach with clients.\n\nCollaborative – Works effectively with team members, escalates appropriately, and shares knowledge.\n\nOrganized & Accountable – Manages workload efficiently and consistently documents work.\n\nAdaptable – Learns new technologies quickly and adjusts to evolving client needs.\n\nTo be successful, an L2 Technician must demonstrate strong troubleshooting ability across multiple technologies,\ncommunicate clearly with both technical and non-technical users, and consistently maintain accurate documentation.\nThey must balance technical expertise with customer service, ensuring client issues are resolved efficiently while\nreinforcing GXA’s standards and processes.\nThe ideal L2 Technician is a dependable problem-solver who thrives in a fast-paced support environment, balancing\ntechnical depth with professionalism and empathy. They are resourceful, collaborative, and committed to resolving\nissues quickly while contributing to the team’s overall success.\n\nIncident & Request Resolution\n\nTroubleshoot and resolve client issues involving workstations, servers, printers, and applications.\n\nProvide advanced support for Microsoft 365, Windows OS, and core business applications.\n\nConfigure and support remote access solutions (VPN, RDS, Citrix).\n\nSupport disaster recovery and backup solutions.\n\nPerform intermediate-level network support (LAN/WAN, firewalls, VLANs, VPNs, routers, and switches).\n\nEscalate incidents requiring L3 expertise to senior engineers with complete documentation.\n\nMonitoring & Maintenance\nRespond to alerts and notifications from RMM tools, ensuring proactive issue resolution.\n\nAssist with patch management, endpoint compliance, and security tool enforcement.\n\nValidate system documentation and ensure consistency in Autotask/IT Glue.\n\nCommunication & Documentation \nAccurately log all work as service tickets in Autotask. \n\nKeep clients informed on incident progress, status changes, and planned maintenance. \n\nCreate and update knowledge base articles to aid peer technicians. Team Collaboration & Standards \n\nPartner with Service Desk Dispatcher to prioritize and route tickets appropriately. \n\nUphold GXA technical standards in all support work and escalate recurring issues to leadership.\n\nTimely Resolution: Consistently resolve incidents and requests within defined SLA targets.\n\nCustomer Satisfaction: Maintain positive client relationships and strong CSAT scores.\n\nReduced Escalations: Lower the volume of unnecessary L3 escalations through advanced troubleshooting.\n\nDocumentation Excellence: Ensure Autotask and IT Glue records remain accurate and complete.\n\nTeam Contribution: Actively contribute to team goals, training, and knowledge sharing.\n\nProfessional Growth: Progress toward certifications, advanced technical skills, and readiness for greater\n\nresponsibility within the service team.Requirements\nRequired\n\n3–5 years of IT support experience in an MSP environment.\n\nAbility to handle high ticket volume: 15+ tickets per day\n\n· Strong problem isolation skills\nStrong people skills – this role is client facing.\n\nStrong knowledge of Microsoft 365, Windows OS, Active Directory, and basic Azure administration.\n\nExperience with LAN/WAN networking, VPNs, and firewall support.\n\nFamiliarity with backup/disaster recovery tools and endpoint security.\n\nExcellent troubleshooting and analytical skills.\n\nStrong written communication abilities.\n\nPreferred\nExperience with Autotask, IT Glue, and RMM tools.\n\nRelevant certifications (CompTIA Network+, Security+, Microsoft M365/Azure Fundamentals, ).\n\nOriginally posted on Himalayas","description_format":"text","description_chars":4393,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United 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