L2 Service Desk Technician

L2 Service Desk Technician Job Description 

About Us 

At CopperTree, we are a leader in the IT managed services industry, known for our innovative solutions and exceptional customer service. We are committed to helping businesses enhance their digital presence and improve operational efficiency through our comprehensive IT services. 

Clients Size: 60 clients - SMBs 

Clients Industry: horizontal 

Overview 

An L2 Service Desk Technician is responsible for handling escalated technical issues from the L1 team, providing in-depth troubleshooting and problem resolution. This role requires advanced technical knowledge and the ability to resolve complex issues that span multiple systems and technologies, including databases and various OS environments. 

Key Responsibilities 

• Ticket Management: Take ownership of tickets escalated from L1 support, providing deep-dive troubleshooting and advanced issue resolution. 
• Technical Support: Provide technical support for software, hardware, networks, and databases that require advanced expertise. 
• Root Cause Analysis: Investigate root causes of recurring incidents and implement long-term fixes, particularly in areas related to databases and system performance. 
• System Support: Support various OS systems, ensuring uptime, troubleshooting issues, and performing system updates. 
• Collaboration: Liaise with other technical teams or vendors when required to resolve complex issues. 
• Documentation: Document technical solutions for knowledge base articles and support guides, update and maintain the documentation up-to-date. 
• SLA Compliance: Ensure that issues are resolved within agreed-upon SLAs and escalate unresolved problems to L3 as needed. 
• Proactive Maintenance: Monitor system performance and provide proactive maintenance and updates. 

Required Skills 

• Language Proficiency: Fluent in English, both written and verbal. 
• Advanced Troubleshooting: Ability to diagnose and resolve complex technical issues involving networks, servers, and applications. 
• System Proficiency: Strong understanding of systems, including command-line operations, file system management, and basic scripting. 
• Technical Knowledge: Proficiency with IT systems, including servers, virtual machines, cloud services, and databases. 
• Ticketing Systems: Familiarity with using advanced ticketing tools, such as ConnectWise, to manage and resolve technical problems. 
• Collaboration: Ability to work with cross-functional teams to resolve issues, including database administrators, and network engineers. 
• Documentation: Strong technical writing skills for creating troubleshooting guides, FAQs, and documentation for L1 support. 

Preferred Qualifications 

• 3 to 5 years of experience in IT support, of which 1-2 years minimum as L2 Technician, with a focus on troubleshooting. 
• Certifications like CompTIA, Azure, Microsoft 365, Sophos basic, or similar. 
• Experience in managing databases, servers, and other system infrastructure. 
• Familiarity with automation scripts or tools to enhance troubleshooting capabilities. 

Shift Information 

• Location: In Office Only 
• Training: Monday to Friday, 8am to 5 pm. 
• Transition: During the initial employment period, transition to the on-call schedule for week-long rotations. 
• Commute: Technician may need to travel to client location to diagnose and resolve technical issues, while maintaining high levels of customer satisfaction through prompt and effective on-site support.