Level 2 Technician

Microsoft TechnologiesWindows 10 and Windows 11Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)Basic Active Directory administrationUser account managementNetworkingTCP/IP fundamentalsDNS and DHCP knowledgeVPN connectivity troubleshootingWireless network troubleshootingInternet connectivity troubleshootingHardware SupportDesktop and laptop supportPrinter supportMobile device supportPeripheral installation and troubleshootingSecurityMulti-Factor Authentication (MFA)Password managementPhishing awarenessBasic endpoint security conceptsTools and PlatformsConnectWise Manage and ConnectWise Automate2+ years of industry experienceStrong written and verbal English communicationAvailable for on-call and off-hours work as neededSelf-starter who works effectively independently and in cross-functional teams The Level 2 Technician is the technical resolution layer of our service desk. You will handle escalations from L1, resolve complex hardware, software, and network issues, and own tickets end to end across multi-client environments.Your responsibilities include:Serving as a point of contact for client support requests via phone, email, and ticketing systemTroubleshooting and resolving complex hardware, software, and network issuesSupporting Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePointPerforming user account administration including password resets, account creation, onboarding, and offboardingInstalling, configuring, and supporting desktops, laptops, printers, and mobile devicesEscalating advanced issues to L3 engineers when necessaryMonitoring and responding to alerts from RMM and security platformsDocumenting all work in the PSA/ticketing systemAssisting with workstation deployments and software installationsFollowing established processes, procedures, and security standardsSolving problems at the root cause rather than treating symptomsTroubleshooting at the networking layerTaking ownership of technical issues and driving them to resolutionInteracting with vendors to resolve hardware and software issuesSuccess is measured by ticket resolution quality, escalation judgment, documentation completeness, and customer satisfaction. Mindcore Technologies is a national Technology Service Provider headquartered in Boca Raton, Florida. We deliver end-to-end technology solutions including Managed IT, Cybersecurity, Cloud Infrastructure, and Compliance IT to clients across regulated industries.What makes us different is our commitment to understanding each client's business and putting smart processes in place to ensure reliability, security, and partnership. We are a fast-growing boutique technology services company that invests in our people.You will join a service desk team that values documentation, clear escalation paths, and continuous improvement. The growth path from L2 to L3, engineer, and beyond is real and structured. Base salary plus performance bonuses401(k) with matchingPaid time offStructured growth path from L2 to L3 and engineering rolesDirect exposure to modern cybersecurity tooling and AI-driven automationCollaborative work environment Bachelor's degree in Computer Science or Information TechnologyPrior Managed Service Provider (MSP) experienceCloud services delivery experience (AWS, Azure)CompTIA A+, Network+, Security+, or Microsoft certificationsRMM platform administration experience