[Hiring] L2 Technician @GXA

Role Description

The Level 2 Technician (L2) provides advanced technical support for GXA clients, resolving escalated service requests and incidents while ensuring high levels of customer satisfaction. L2 Technicians act as a bridge between frontline support and senior engineering, handling complex troubleshooting, system administration, and network support tasks.

This role requires a mix of strong technical knowledge, excellent communication skills, and disciplined documentation practices. L2 Technicians thrive in problem-solving environments and are accountable for timely resolutions, accurate records, and reinforcing GXA’s technical standards.

• Problem-Solver: Confidently troubleshoots and resolves complex issues.
• Customer-Focused: Maintains a professional, courteous, and empathetic approach with clients.
• Collaborative: Works effectively with team members, escalates appropriately, and shares knowledge.
• Organized & Accountable: Manages workload efficiently and consistently documents work.
• Adaptable: Learns new technologies quickly and adjusts to evolving client needs.

To be successful, an L2 Technician must demonstrate strong troubleshooting ability across multiple technologies, communicate clearly with both technical and non-technical users, and consistently maintain accurate documentation. They must balance technical expertise with customer service, ensuring client issues are resolved efficiently while reinforcing GXA’s standards and processes.

The ideal L2 Technician is a dependable problem-solver who thrives in a fast-paced support environment, balancing technical depth with professionalism and empathy. They are resourceful, collaborative, and committed to resolving issues quickly while contributing to the team’s overall success.

Qualifications

• 3–5 years of IT support experience in an MSP environment.
• Ability to handle high ticket volume: 15+ tickets per day.
• Strong problem isolation skills.
• Strong people skills – this role is client facing.
• Strong knowledge of Microsoft 365, Windows OS, Active Directory, and basic Azure administration.
• Experience with LAN/WAN networking, VPNs, and firewall support.
• Familiarity with backup/disaster recovery tools and endpoint security.
• Excellent troubleshooting and analytical skills.
• Strong written communication abilities.

Requirements

• Experience with Autotask, IT Glue, and RMM tools.
• Relevant certifications (CompTIA Network+, Security+, Microsoft M365/Azure Fundamentals).

Benefits

• Professional Growth: Progress toward certifications, advanced technical skills, and readiness for greater responsibility within the service team.