L2 Technical Support Analyst

Description

We are seeking a highly capable Level 2 Technical Support Engineer to join our Managed Services team. This role is responsible for providing advanced technical support across a multi-client environment, with a strong emphasis on network infrastructure, troubleshooting, and escalation management. The ideal candidate thrives in a fast-paced MSP setting, demonstrates strong problem-solving skills, and can independently manage complex incidents while maintaining exceptional client experience. Key Responsibilities Serve as the primary escalation point for L1 support on complex technical issues Diagnose and resolve advanced infrastructure, networking, and system-related incidents Manage ticket queues to ensure SLA adherence and timely resolution Perform root cause analysis and implement preventive measures Networking (Core Focus) Troubleshoot and support: LAN/WAN environments Routing & switching (VLANs, STP, etc.) Firewalls (Fortinet, Cisco, Palo Alto, etc.) VPN technolog...