Level 2 Technical Support

**Local candidates to Boston, MA only**

*W2 candidates only - Must be authorized to work in the U.S without employer sponsorship*

Title: IT Technical Support - Level 2
Employment Type: Full-Time Direct Hire (W2) 
Hours: Monday-Friday 9am-5pm (No on-call rotation or off hours work)
Location: First 2-4 weeks onsite training in Marlborough, MA then hybrid 

Responsibilities:
•    Handle escalated and more complex incidents requiring deeper troubleshooting, root-cause analysis, and advanced problem-solving across systems, networks, and custom applications.
•    Mentor and provide guidance to Support I technicians, including on-the-job training and knowledge sharing.
•    Participate in small-to-medium IT projects, system upgrades, and process improvement initiatives.
•    Develop and maintain knowledge-base articles, training materials, and documentation for common issues.
•    Perform advanced analysis and assist with higher-level infrastructure troubleshooting.
•    Identify recurring problems and recommend proactive solutions or process changes to prevent future incidents.
 
Required Skills: 
•    Minimum of 2 years of experience in a Help Desk or technical support role.
•    Educational background in IT - specifically Help Desk, Networking, or a related field.
•    Strong technical understanding and troubleshooting skills.
•    Ability to work independently and manage multiple priorities.
•    A+ and/or Network+ certifications are preferred.
•    Solid familiarity with DNS, DHCP, Active Directory, LAN/WAN, and related concepts.
•    Hands-on experience with ConnectWise, Jira, or Zendesk ticketing systems and RMM tools (ManageEngine RMM, Intune, ConnectWise RMM) strongly preferred.
•    Willingness to proactively learn new technologies.