Service Desk Technician (Level 2)

Job Description

Service Desk Technician (Level 2)

BITS Technology Group is looking for a client-focused Level 2 Client Support Technician to join our service team. 

This role is ideal for someone who enjoys solving technical problems, delivering a great client experience, and improving the way support is delivered through clear, high-quality documentation. As a Level 2 technician, you will take ownership of escalated support issues, provide guidance to Level 1 team members, and help strengthen our internal knowledge base so issues can be resolved faster and more consistently across the team. 

You’ll be expected to work semi-independently, handle moderately complex support issues across Microsoft 365, networks, servers, and shared business systems, and act as the first technical escalation point for the Level 1 team. Success in this role comes from combining strong technical troubleshooting with excellent communication, professionalism, and documentation. 

Occasional overtime may be required to resolve urgent client issues when needed. 

What success looks like in this role:

• Delivering excellent client experiences through clear, professional, and helpful support
• Resolving escalated technical issues efficiently and with strong attention to detail 
• Creating and improving documentation so recurring issues can be handled more effectively by Level 1 
• Acting as a technical mentor and first point of contact for Level 1 team members 
• Contributing to a more consistent, scalable, and proactive service desk function 
• Applying sound networking and security best practices in day-to-day support work 

Key responsibilities:

• Troubleshoot and resolve Level 2 support issues across end-user, Microsoft 365, server, and network environments 
• Investigate and resolve issues escalated by the Level 1 team when documented processes have not resolved the problem 
• Maintain and improve internal documentation, SOPs, and client environment notes 
• Support common SMB infrastructure including Microsoft 365, Active Directory, VPNs, printers, Wi-Fi, and basic firewall-related issues 
• Liaise with third-party vendors on behalf of clients, including internet providers and software vendors 
• Provide technical guidance and mentoring to Level 1 technicians 
• Contribute to service quality, consistency, and continuous improvement across the support team 
• Maintain a strong focus on client satisfaction, communication, and timely follow-up 

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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