Level 2 Technician

Job Overview
You will be responsible for providing advanced technical support and expertise for complex issues that cannot be resolved by lower support tiers. You will work closely with customers and other support staff to troubleshoot, diagnose, and resolve technical problems, ensuring high levels of customer satisfaction and system reliability. This individual will be responsible for overseeing complex systems, networks, and applications while providing technical support and troubleshooting to customers. The ideal candidate is self-driven, has a passion for continuous learning and advancement, and is capable of working independently without direct supervision. They will play a key role in ensuring system availability, security, and performance by implementing best practices for monitoring, maintenance, and proactive problem-solving.

This position is ideal for someone who’s technically curious, a strong communicator, and ready to learn and grow in a fast-paced IT service environment.

This is an awesome opportunity for someone who:

• Wants a company that truly CARES about its customers and employees
• Loves a faster-paced, NO DRAMA workplace where office politics, gossip, and negativity aren’t tolerated
• Is extremely detail-oriented and appreciates an organized, systematic approach to success
• Likes working in a small company where your input and ideas will directly impact company growth
• Is a quick, self-motivated learner who wants to grow through ongoing education and training
• Enjoys having conversations with and helping small business owners
• Loves building relationships and providing a true “Wow” experience
• Wants a position with upward earning and career advancement
• Appreciates the KISS principle (Keep It Simple and Straightforward)
• Is positive and proactive, takes initiative, solves problems independently, and fosters a collaborative team environment.

If you enjoy making sure everything is running on track and nothing falls through the cracks, this role is for you

Our Core Company Values

We live and breathe these 5 values in everything we do. The right person for this role should naturally align with them:

• Honest – We say what we mean and do what we say
• Empathic – We genuinely care about our customers teammates, and partners.
• Accountable – We take full responsibility for our work, actions and outcomes
• Reliable – We follow through and take pride in being dependable
• Thorough – We pay attention to the details and never cut corners

What You'll Do

Responsibilities:

• Provide timely and effective support for escalated IT issues from Level 1 technicians, ensuring efficient resolution and high user satisfaction.
• Independently diagnose and troubleshoot complex hardware, software, and network problems, escalating to senior engineers when necessary.
• Perform advanced remote support and troubleshooting, guiding users through structured problem-solving processes.
• Investigate root causes of recurring technical issues and implement preventive solutions to reduce future incidents.
• Support system administration tasks including user account management, Active Directory maintenance, email setup, and basic system configurations.
• Participate in project implementations under the guidance of a project lead, coordinating with internal teams and end users.
• Maintain accurate documentation of incidents, troubleshooting steps, and resolutions within the ticketing system and internal knowledge base.
• Proactively manage service quality by meeting SLA requirements, maintaining reliable systems, and delivering professional, customer-focused support.

To apply for this position, please submit the application through Indeed and send your resume and cover letter to [email protected]

Your cover letter should include:

• Why you are interested in the role
• Relevant experience or qualifications
• Three professional references, including name, relationship, company, and contact information

Final candidates may be subject to reference checks and background checks, where permitted by law and based on the requirements of the position.

Skills and Qualifications

• 3-5 years of experience in IT systems administration, technical support, and network maintenance.
• Proficient in Azure (Entra/AAD, Identity, Security, Compliance) and Microsoft 365 environments, including Exchange Online, Teams, SharePoint, OneDrive, and Intune MDM.
• Strong working knowledge of Active Directory, Exchange Server, and on-prem systems such as DNS and DHCP.
• Proficient in PowerShell and deployment automation to support system management and operational efficiency.
• Advanced troubleshooting skills across complex applications, hardware, and system environments.
• Experienced in remote system administration, monitoring, proactive maintenance, and system audits.
• Proven ability to create clear technical documentation, reports, and maintain accurate system records.
• Highly self-directed with strong organizational, prioritization, and problem-solving skills, able to work independently with minimal supervision.
• Associate degree or equivalent experience preferred.

What Success Looks Like (90-Day Snapshot)

• You Lead technical discussions and contribute to strategic improvements
• You can solve problems with a long-term perspective in mind
• You can identify gaps in current workflows and recommend solutions
• You can collaborate with leadership on continuous improvements to overall customer system architecture

Job Type: Full-time

Pay: $55,000.00 - $60,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Application Question(s):

• In 2–3 sentences, tell us why this Level 1 Technician role at IT Assure is a fit for you. Please include the phrase ‘Technical Support Rockstar’ somewhere in your answer.

• Which of IT Assure’s 5 core values resonates with you most, and why?

• What steps do you take to stay organized when managing multiple tasks or tickets at once?

• • You have spent 20 minutes troubleshooting a technical issue but have not found a solution. What would you do next, and what information would you provide if you need to escalate the ticket?

• This remote position requires working Monday–Friday, 8:00 AM–5:00 PM Pacific Time (PT), regardless of your location.

Which statement best describes your availability?

A. I can consistently work the full required schedule.

B. I can work Pacific hours but need occasional adjustments to my regular schedule.

C. I am available during some Pacific business hours only.

D. I cannot consistently work Pacific business hours.

License/Certification:

• CompTIA A+ (Required)

Work Location: Remote