Gabtech Global, LLC
\ \ PLEASE CAREFULLY READ ALL THE DETAILS BEFORE APPLYING\ \ \ Job Title: L2 Technical Support Work Type: Remote/WFH Full-time Working Hours: TBD (Usually US Hours/Night shift) Start Date: ASAP JOB ROLE & RESPONSIBILITIES: Provide Level 2 technical support with full ownership of incidents, ensuring resolution before escalation whenever possible Act as the primary escalation point for L1, handling complex issues beyond standard troubleshooting Perform deep-dive troubleshooting across endpoints, servers, and cloud environments Resolve issues related to: Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive – admin-level support) Active Directory (user issues, GPO troubleshooting, replication checks, permissions) Windows OS (desktop & server) including performance, patching, and system errors Troubleshoot network-related issues (DNS, DHCP, TCP/IP, VPN connectivity), identifying root causes without redesigning infrastructure Support and troubleshoot VoIP systems, call quality issues, and configuration problems Perform endpoint management (imaging, patching, software deployment, security hardening) Handle security incidents at endpoint/user level (malware remediation, account compromise response) Administer SaaS platforms and licensing, including access issues and integration troubleshooting Conduct root cause analysis (RCA) for recurring issues and implement preventive fixes Create and maintain technical documentation and knowledge base articles Collaborate with L3 for: Infrastructure redesign Complex migrations Advanced network/firewall configurations Ensure adherence to SLA/KPI targets in an MSP environment JOB REQUIREMENTS: 4–6 years of IT Support experience , with at least 2+ years in L2 role within an MSP Proven ability to resolve complex issues independently without immediate escalation Strong hands-on experience with: Microsoft 365 Administration (Exchange, Teams, SharePoint) Active Directory (GPO troubleshooting, permissions, replication awareness) Windows Desktop & Server environments Solid understanding of: Networking fundamentals (DNS, DHCP, TCP/IP, VPN troubleshooting) VoIP systems support SaaS platforms and license management Experience with RMM and PSA tools (e.g., ConnectWise, Datto RMM, N-able) Strong analytical and troubleshooting mindset (log analysis, pattern recognition, RCA) Ability to handle escalations, prioritize effectively, and work with minimal supervision Excellent communication skills with client-facing experience Currently, hold or be willing and able to obtain the following certifications within the designated timeframe after onboarding: ITIL Foundation CompTIA A+ CompTIA Net+ CompTIA Security+ EXPERIENCE: MSP Experience: Required L2 Technical Support: 2+ years Microsoft 365 Administration: 3+ years (Required) Windows / AD Environment Support: 3–5 years You may apply through this LINK as well: https://jobboard-gabtechglobal.com/apply/69e591712329b90b4ef050df?source\=linkedin
Gabtech Global, LLC
