L2 Helpdesk Technician

SUMMARY

The Level 2 Technician - IT & VoIP is responsible for resolving escalated technical issues across endpoints,

servers, networks, and voice systems, delivering stable, high-quality IT and

VoIP services for multiple MSP clients. This role owns complex troubleshooting,

configuration changes, and vendor coordination, especially for VoIP

environments where hosted experience is a strong advantage.

JOB RESPONSIBILITIES

Escalated IT support (L2)

• Own escalated tickets from L1 for desktops,

  laptops, printers, and standard business applications, resolving issues that go

  beyond scripted fixes.

• Support Microsoft 365/Entra ID/AD: user

  provisioning/deprovisioning, permissions, shared mailboxes, and basic

  group/policy issues.

• Perform L2 Windows Server tasks:

  troubleshoot common server issues, review event logs, manage disk space,

  coordinate patching/reboots during maintenance windows, and resolve

  file/permission problems.

• Troubleshoot network issues at the L2

  level: site connectivity problems, firewall rules, DHCP/DNS issues, Wi-Fi problems, and VPN connectivity.

• Work through a daily schedule of tickets

  and tasks in the PSA, maintaining SLAs and keeping clients informed of

  progress.

VoIP / Hosted VoIP-focused

responsibilities

• Handle escalated VoIP tickets from L1: no

  audio/one-way audio, dropped calls, registration issues, and recurring call

  quality complaints.

• Configure and maintain VoIP environments:

  call routing, ring groups, queues, auto-attendants,

  voicemail policies, time schedules, and basic contact center flows.[18][4][3]

• Provision and update IP phones and

  softphones, using templates, bulk provisioning, and platform tools (SkySwitch

  or similar).

• Investigate call quality issues end-to-end: review CDRs, analyze network conditions (latency, jitter,

  packet loss), check QoS and firewall/NAT behavior, and implement corrective

  changes.

• Work with SkySwitch (or other

  carriers/providers) on platform or carrier-side issues, driving vendor tickets

  to resolution and communicating outcomes internally.

Collaboration and escalation

• Act as a technical escalation point for L1

  techs on both IT and VoIP issues; coach them on recurring problems and best

  practices to reduce future escalations.

• Collaborate with the Service Desk

  Coordinator on ticket priority, scheduling, and handoffs, ensuring complex work

  is planned and communicated clearly to clients.

• Escalate to senior engineers or architects

  for project-level work, major incidents, or deep network/voice design changes,

  providing clean documentation and findings.

Documentation and continuous improvement

• Document all troubleshooting,

  configurations, and changes in the PSA and knowledge base so issues can be

  resolved faster next time.

• Identify patterns in recurring issues (IT

  or VoIP) and recommend improvements to standards, templates, and monitoring to

  reduce noise and improve reliability.

QUALIFICATIONS

Ideal technical

profile

• 3+ years in technical

  support roles, including at least 1-2 years in an MSP or multi-client environment.

• Strong Windows

  endpoint and Microsoft 365/Entra ID/AD skills (user management, common

  policies, standard apps).

Windows Server

experience

• Comfortable

  administering modern Windows Server versions (2016/2019/2022) in

  small-mid-sized environments.

• Active Directory:

  users, groups, basic OU structure, group membership, file/NTFS permissions.

• DNS and DHCP:

  create/modify scopes and reservations, troubleshoot name resolution issues,

  basic DHCP problems.

• Group Policy:

  understand, edit, and troubleshoot common GPOs impacting users and workstations

  (drive mappings, basic security/settings).

• Common L2 server

  tasks: basic server troubleshooting (services, event logs, disk space,

  performance symptoms), patching/reboot coordination, and

  configuring/troubleshooting file shares and permissions.

• Nice to have: Hyper-V or VMware in SMB environments, and

  RDS/Terminal Services basics (sessions, simple app issues).

Networking and VoIP

• Solid networking

  fundamentals: VLANs, DHCP, DNS, routing, firewall rules, VPNs, and basic QoS

  concepts.

• Hands-on VoIP

  experience: provisioning IP phones/softphones, configuring call flows (ring

  groups, queues, auto-attendants),

  and troubleshooting call quality (jitter, latency, packet loss).

• SkySwitch or similar

  white-label VoIP platform

  experience (or equivalent multi-tenant

  VoIP system) is a strong plus.

Tools and soft

skills

• Comfortable working in

  PSA/RMM tools (Autotask/Kaseya/ConnectWise or similar) and documenting all work

  thoroughly.

• Strong analytical,

  problem-solving, and communication

  skills; able to explain complex issues in simple terms to clients and L1 techs.

JOB REQUIREMENTS

• Should be willing to

  accept a long-term work-from-home arrangement.

• Should be amenable to

  a permanent night shift schedule.