Level 2 IT Support Technician

Level 2 IT Support Technician

BlueCastle IT Solutions LLC

Cheshire, CT, USA

Compensation

$70,000 to $90,000 annually – depending on experience. Compensation is flexible for candidates stepping up from a Level 1 role versus experienced Level 2 technicians.

Benefits Offered

401K, Dental, Life, Medical, Vision

Employment Type

Full-Time

Why Work Here?

Rapidly develop your technical skills with exposure to a wide range of client environments and real infrastructure work. BlueCastle offers strong benefits, certification reimbursement, clear processes, and a team culture that values calm execution over firefighting.


We are seeking a Level 2 IT Support Technician to join our team!

This role is also well-suited for a strong Level 1 Technician who is ready to step into a Level 2 role. Candidates with solid fundamentals, good judgment, and a desire to grow into infrastructure and escalated support work will receive structured mentorship, clear escalation paths, and hands-on exposure to real-world projects.

This position requires prior experience in IT support and is ideal for someone who enjoys structured, repeatable work and wants to continue developing their infrastructure skillset without being the primary “everything is broken” engineer.

The number one goal of everyone in our team is to make our clients exceptionally happy. The Level 2 IT Support Technician plays an important role in making sure that happens.

This position focuses on escalated support and planned infrastructure work, including network, server, and systems projects. The Level 2 IT Support Technician handles the level 2 support requests that come in from our clients and get escalated from the Level 1 Support Desk team. They also work on repeatable process project work such as IT infrastructure installation and configuration.

When additional help is needed the Level 2 IT Support Technician can get help from or escalate issues to the IT Systems Administrators (Level 3).

RESPONSIBILITIES & TASKS

Customer service

·         Work on and resolve tickets escalated from Level 1 Support Desk

·         Delight our Clients with a Friendly, Quick and Helpful Experience

·         Provide the Client with advanced remote troubleshooting

·         Remote Hardware Maintenance and Support

Service Delivery Process

·         Learn, adopt, and consistently follow BlueCastle IT’s proprietary service delivery framework to deliver a best-in-class client experience.

·         Maintain strict adherence to escalation paths to ensure tickets reach the right resources quickly and customers do not experience unnecessary delays.

·         Actively engage in ticket lifecycle ownership — the assigned technician is responsible not only for technical resolution, but also for proactive client communication, follow-ups, and communication of clear next-step expectations.

Use of our Ticketing System

• Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
• Managing and record all work though our Ticketing System
• Ensure client documentation is accurate and well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren’t “stale” throughout the process

Use of our Remote Monitoring & Management Tool (RMM)

• Review RMM dashboard and apply remediation actions as indicated by our Processes
• Review regularly scheduled/automated actions as indicated by our Processes

Infrastructure & Project Work

• Execute repeatable, well-documented infrastructure tasks such as:
  • Firewall and network device installations
  • Switch deployments and configuration
  • Server setup, virtualization, and migrations
• Assist with project delivery both remotely and onsite as needed
• Follow established standards, templates, and procedures for all builds and changes

Communication, Reporting & Risk

• Escalate tickets that require Senior L3 Technician support
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Submit Timesheets & Expense reports as indicated on their SOPs
• Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients

Teamwork

• Mentor the Level 1 Technician team members
• Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
• Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively
• Undertake other duties as required by the Service Delivery Manager

SKILLS & ATTRIBUTES DESIRED

• A love of (and ability to) Solve Problems & Challenges
• Demonstrated readiness to grow from Level 1 into Level 2 responsibilities, including ownership of escalated tickets and infrastructure tasks
• Great Communications skills, founded in being a good listener

·         3–5 years of experience in an IT support or MSP environment
Advanced understanding of support tools, techniques and how technology is used to provide services

·         Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices

·         Advanced experience and knowledge of working with the Microsoft 365 Platform & Google Workspace

·         Must be able to type quickly and accurately while talking on the phone

·         A deep desire to deliver an amazing Client Experience

• Advanced knowledge of IT Applications, Software & Hardware
• The ability to speak both Geek and human
• Great Communications skills, founded in being a good listener
• A deep desire to deliver an amazing Client Experience
• Driver’s license
• The ability to keep up with & adapt to the fast-paced IT world

NICE TO HAVE

• Prior experience in a Managed Service Provider (MSP)
  Experience using a Ticketing system / RMM Tool and PSA software
• Experience providing support via remote tools
• Experience handling Technical Service Tickets
• Experience and knowledge of working with the Microsoft 365 Platform
• Professional IT Certifications such as Server+, Network+, Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.

PERKS

• Paid Holidays, including additional choice of 1 out of 4 “Floating Holidays” (Columbus Day, Veteran’s Day, MLK Jr Day, Good Friday)
• Get your Birthday Off
• Generous incentives for reaching Team and Company Goals
• We have Health, Dental, and Vision covered!
• 401K with company match
• A Proactive Approach to Ongoing Training to help you develop life-long skills

CAREER GROWTH

For someone looking to progress their role, the Level 2 IT Support Technician naturally leads into roles such as: the IT Systems Administrator (Level 3), Service Delivery Manager, or other senior technical and leadership roles within BlueCastle IT Solutions.