L2 Technician

GXA

. Provide advanced technical support for GXA clients, resolving escalated service requests and incidents.

Posted 11/6/2026contractRemote • Pakistan, South Africa, Sri Lanka, Ukraine, BrazilMid-LevelSenior💰 $2,000 - $2,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates advanced technical support capabilities for clients, with expertise in Microsoft 365, Windows OS, and networking solutions. Proficient in troubleshooting, incident resolution, and maintaining compliance with service level agreements.

Highest-signal resume keywords

Microsoft 365 SupportWindows OS SupportLAN/WAN NetworkingTroubleshooting SkillsCompTIA Network+ Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportIncident ResolutionNetwork ConfigurationVPN ConfigurationDisaster Recovery SolutionsEndpoint SecurityActive Directory ManagementPatch ManagementAnalytical SkillsTicket Logging

Soft Skills

Problem Isolation SkillsClient Facing SkillsWritten Communication SkillsTeam CollaborationKnowledge Sharing

Tools & Technologies

AutotaskIT GlueRMM ToolsCitrixRemote Desktop Services

Certifications & Qualifications

CompTIA Security+Microsoft M365/Azure Fundamentals

Industry Keywords

MSP EnvironmentService Level AgreementsHigh Ticket VolumeFirewall SupportBackup Solutions

Tech Stack

Tools & technologies

AzureCitrixFirewalls

About the role

Key responsibilities & impact

Provide advanced technical support for GXA clients, resolving escalated service requests and incidents.
Troubleshoot and resolve issues involving workstations, servers, printers, and applications.
Provide advanced support for Microsoft 365, Windows OS, and core business applications.
Configure and support remote access solutions including VPN, RDS, and Citrix.
Support disaster recovery and backup solutions.
Perform intermediate-level network support for LAN/WAN, firewalls, VLANs, VPNs, routers, and switches.
Escalate incidents requiring L3 expertise to senior engineers with complete documentation.
Respond to RMM alerts and notifications to enable proactive issue resolution.
Assist with patch management, endpoint compliance, and security tool enforcement.
Validate system documentation in Autotask and IT Glue.
Accurately log work as service tickets in Autotask.
Keep clients informed about incident progress, status changes, and planned maintenance.
Create and update knowledge base articles.
Partner with the Service Desk Dispatcher to prioritize and route tickets.
Uphold GXA technical standards and escalate recurring issues to leadership.
Resolve incidents and requests within defined SLA targets.
Contribute to team goals, training, knowledge sharing, certifications, and professional growth.

Requirements

What you’ll need

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