The L2 Support Technician will play a crucial role in the triage of customer requests and tickets. The Support Technician will collaborate closely with the Senior IT Team and the general support team for initial triage and escalation when necessary. This opportunity offers scope for personal growth and development. As your skills and experience develop, you will be included in resolving some escalations as part of the escalation processes.
The L2 Support Technician will play a crucial role in the triage of customer requests and tickets. The Support Technician will collaborate closely with the Senior IT Team and the general support team for initial triage and escalation when necessary. This opportunity offers scope for personal growth and development. As your skills and experience develop, you will be included in resolving some escalations as part of the escalation processes.
Responsibilities :
Ensure tickets are properly tracked, triaged, categorized, documented, and updated in the ticketing system. Ensure tickets are escalated to the Senior IT Team when needed. Meet or exceed SLA response and resolution times, escalating overdue tickets appropriately. Automating routine tasks and identifying opportunities for system improvements. Accurately log all troubleshooting steps, resolutions, and client interactions for historical tracking. Follow RBC Technology Group structured troubleshooting methodology to ensure consistent client experience and high satisfaction.Monitor client environments for potential issues. o Looking at alerts and addressing potential issues Apply patching and security updates for endpoints and servers as part of regular maintenance. Assist in backup monitoring and validation, ensuring backup integrity and availabilityAdvising clients on best practices and identifying system upgrade opportunities. Security awareness training and other best practices as opportunities to share knowledge presWork closely with the team to enhance personal technical skills and knowledge. You will also be participating in our daily standups, which offers our teams a collaborative forum to review any ongoing issues, escalations, etc. Maintenance/Document new solutions, troubleshooting steps, and client-specific configurations in the knowledge base. Identify recurring issues and suggest automation or process improvements to reduce ticket volume.Stay updated with emerging IT trends and security threats to provide proactive recommendationsRequired Experience:
Office365 admin experience (Must have)Local Active Directory and domain management experience (Must have) Strong documentation ability: create KB articles, best practices documents (Must have)Foster knowledge expansion and sharing into the support Team Someone that worked in a similar L2 level role; already knows how to deal with support; Understanding of Office365 environment: not just Exchange, but also SharePoint, Teams etc. Active directory and on-premises device management Local applications SQL, active directory. Kaseya stack: General Ticketing experience: Datto RMM, Autotask, IT Glue Veeam backupsStrong verbal and written communication skills + attention to detail. Excellent customer service skills with a user-focused approach. Ticketing system experience 6-12 months minimum + strong problem-solving and troubleshooting abilities. Inquisitive, Fast Learner, Independent Performer: Quickly grasp new concepts and excel with minimal oversight. Ability to work collaboratively with resolver teams and escalate issues appropriately. Ability to multitask and manage time effectively in a fast-paced environment
