The Level 2 Run Technician is responsible for advanced technical support, system stabilization, and

operational continuity across client and internal environments. This role will ensure systems are stable,

supportable, and well-documented to reduce risk and dependency on single individuals. As a secondary

focus, this role will generate system insights, identify repeat issues, and enable scalable improvements

to support solution growth. This role does not own architecture, solution design, or go-live approval

decisions. An L2 technician supports those functions through structured escalation and system visibility.

Key Responsibilities

1. Microsoft-first technical support and escalation ownership

• Act as the escalation point for complex or unresolved Level 1 / helpdesk issues.
• Troubleshoot Microsoft 365, Entra ID, Windows endpoint, identity, access, admin center, and cloud-connected support issues.
• Own incident triage, resolution steps, root cause notes, and escalation handoffs through closure.
• Support SLA adherence for priority incidents through clear communication and timely updates.

2. Operational stability and support readiness

• Maintain support readiness for assigned systems and tools by clarifying workflows, access paths, dependencies, and known support patterns.
• Help ensure systems are understandable, documented, and supportable by more than one person.
• Support backup, endpoint, security, admin, and core business tools within defined operational scope.
• Use network fundamentals for troubleshooting, while treating deeper network design and new- client architecture as escalation or future recruiting scope.

3. Documentation, KT, and risk mitigation

• Create and maintain structured documentation, SOPs, troubleshooting guides, permission notes, vendor references, and handoff records.
• Participate in knowledge transfer, documentation handoffs, and teach-back validation.
• Identify single-owner dependencies, incomplete system knowledge, fragmented configuration, or unmonitored processes.
• Support stabilization through documentation, standardization, and repeatable operating practices.

4. Continuous improvement and system insight

• Analyze alerts, incidents, and recurring patterns to identify repeat issues and practical fixes.
• Recommend improvements to monitoring, alerting, preventative maintenance, or SOPs.
• Reduce avoidable ticket volume by documenting fixes and surfacing systemic issues to the right owner.

5. Nearshore delivery and team collaboration

• Operate effectively in a distributed onshore / remote / nearshore team model with US business-
• hours overlap.
• Use clear, structured written communication for asynchronous collaboration across time zones.
• Coordinate clean handoffs with internal team members, helpdesk resources, MSP partners,
• vendors, and Level 3 owners.
• Support knowledge sharing and team-wide understanding without becoming the sole owner of
• complex environments.

Requirements

High-Priority Technical Skills:

• Strong Microsoft 365 and Entra ID / Azure AD administration and troubleshooting experience.
• Windows systems, endpoint troubleshooting, permissions, identity, and access support.
• Experience supporting security, backup, endpoint management, and admin-center tools.
• Ability to troubleshoot across local, cloud, and blended environments within defined support scope.

Operational Skills

• Incident prioritization and escalation to vendors
• Documentation and SOP management
• Pattern recognition and issue reduction

Soft Skills

• Strong analytical and problem-solving abilities
• Clear communication (technical and non-technical audiences)
• High accountability and attention to detail

Education & Certifications

• Bachelor’s or Associate’s degree in IT, Computer Science, or related field (or equivalent experience)
• Preferred: Microsoft 365 / Azure / Entra-related certifications.
• Nice to have: CompTIA Network+, CompTIA Security+, CCNA, or equivalent certifications.

Ideal Candidate Profile (Nearshore Focus)

• 3–6+ years of IT support or systems administration experience
• Experience working in:
• MSP environments, or
• Multi-client support models
• Comfortable in distributed team model with US-hours overlap.
• Balances ownership with escalation judgment; does not overreach into architecture-level decisions.
• Writes clear documentation and supports knowledge sharing so the team avoids single points of failure.

Benefits

• Work remotely
• Vacation: 10 business days a year
• Holidays: 5 National Holidays a year
• Company Holidays: 5 Company Holidays a year (Christmas Eve, Christmas Day, New Year's Eve, New Year's Day, Zipdev Day)
• Parental Leave
• Health Care Reimbursement
• Active Lifestyle Reimbursement
• Quarterly Home Office Reimbursement
• Payroll Deduction Purchase Plans
• Longevity Bonus
• Continuous Learning Bonus
• Access to Training and Professional Development Platforms
• Did we mention it's REMOTE?!!

One of our core values at Zipdev is "Be authentic." that's why we encourage you to answer the application form in your own words; we are interested in getting to know you, not a digital assistant.

Wondering how our remote environment or our payment method work? We've put together some helpful answers in our FAQs at the bottom our our career site. Take a look and let us know if you have any other questions!