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 technologies (site-to-site, client VPN) Monitor and maintain network performance across multiple client environments Assist in configuring and deploying network devices and solutions Support SD-WAN and cloud networking where applicable Support mixed environments including: Windows Server (Active Directory, DNS, DHCP, Group Policy) Microsoft 365 / Azure (identity, authentication, conditional access) Virtualization platforms (VMware/Hyper-V) Perform system maintenance, patching, and upgrades Client & Service Delivery Communicate effectively with clients to provide updates and technical guidance Translate technical issues into business impact for non-technical stakeholders Participate in client onboarding and infrastructure assessments Continuous Improvement Contribute to knowledge base documentation and standard operating procedures Identify recurring issues and recommend automation or process improvements Support project teams on implementations and migrations when needed Required Qualifications 3–5+ years of experience in a technical support or MSP environment Strong hands-on experience with network troubleshooting and administration Solid understanding of: TCP/IP, DNS, DHCP, VPNs Routing and switching fundamentals Experience with firewall configuration and management Proficiency in Windows Server environments and Microsoft 365 Experience working within a ticketing system (ServiceNow, ConnectWise, etc.) Preferred Qualifications Industry certifications such as: CCNA / CCNP CompTIA Network+ or Security+ Microsoft (Azure / M365) certifications Experience supporting multi-tenant environments Familiarity with monitoring tools (NOC tools, RMM platforms)

Skills

Technical support, Customer service, Troubleshooting, Help desk support

Top Skills Details

Technical support,Customer service,Troubleshooting,Help desk support

Additional Skills & Qualifications

Instructions: Answers must include reasoning and troubleshooting steps. Short or vague answers will not be considered. Q1 — DNS / Connectivity A user reports: - They are connected via Ethernet - They can ping 8.8.8.8 successfully - They cannot access any websites in a browser - Other users in the office are working normally Explain the root cause, commands/tools you would use, and steps to resolve. Q2 — APIPA / DHCP Failure A workstation shows an IP address of 169.254.x.x (wired desktop). Other devices are working. The user was working earlier that morning. Explain what this indicates, 3 possible causes, and your troubleshooting process. Q3 — Intermittent Network Drops Multiple users experience random disconnects (WiFi + wired). Internet drops for 30–60 seconds and returns. Explain your Layer 1–7 troubleshooting approach and what you check first vs later. Q4 — Boot Failure A workstation reboots before login (also in Safe Mode). You have access to WinRE. Provide likely causes and recovery steps (include commands and order). Q5 — Performance Issue User reports system is extremely slow. Started recently, persists after reboot. Provide structured troubleshooting workflow and tools used. Q6 — Mail Flow Issue User can receive emails and send internally, but external sending fails. Explain causes, isolation steps, M365 checks, and resolution. Q7 — Email Authentication Explain SPF, DKIM, DMARC. What happens if each is misconfigured? Q8 — Server Offline RMM alert: Production server offline during business hours. List your first 5 actions in order. Q9 — Backup Failure Backup failed overnight on a critical server. Explain what you check first, how you determine severity, and escalation criteria. Q10 — Security Alert Endpoint flagged for suspicious PowerShell activity. Explain possible causes, response steps, logs/tools to check, and whether to isolate.

Experience Level

Entry Level

This is a Contract to Hire position based out of Jacksonville, FL.

The pay range for this position is $25.00 - $30.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Jacksonville,FL.

This position is anticipated to close on Jun 30, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.