L2 Support Technician

Job Description

Job Description

L2 Support Technician – Hybrid – Lockport, IL

Job Description

Andromeda is on the hunt for talented self-starters who aren't satisfied until the job is complete.

As an L2 Support Technician, you'll be responsible for troubleshooting and resolving the more challenging issues that come through our service department. You'll work directly with clients, collaborate with other technicians, and serve as a technical resource when L1 technicians need help moving an issue forward.

We're looking for a jack-of-all-trades technician with strong troubleshooting skills, a love of teamwork, and a thirst for knowledge.

About You

Who : You're an experienced IT professional. PCs, laptops, servers, networks, Microsoft 365 — you've spent enough time around all of them to know that the error message is rarely telling you the whole story.

You live for the satisfaction of solving the problem everyone else has been staring at.

What : At least 2 years of IT experience, preferably within an MSP or a corporate IT environment. You don't mind the occasional password reset, but you're hungry for the bigger tickets.

When : Available to start sometime between now and the next 90 days.

Where : You must be local to the Chicago metro area and able to work from our Lockport, IL office every Tuesday and Thursday. Monday, Wednesday, and Friday are worked remotely.

How : Using your technical knowledge and experience, you independently troubleshoot and resolve a wide variety of client issues. You also have the communication skills and composure necessary to handle the occasional emergency with a frazzled client.

Why : Reboot fixes aren't interesting anymore. You know you can do more than the average technician, and you're looking for an environment where you can prove it and continue growing.

Your Team

You'll be a key member of our service department, working alongside L1, L2, L3, and Field Technicians.

As an L2 technician, you'll be expected to independently handle more complex issues while also collaborating with the rest of the team.

You'll also be someone our L1 technicians can turn to when they need another set of eyes on a problem.

How You Will Contribute

A typical day/week includes:

· Troubleshooting and resolving escalated technical issues

· Working scheduled remote appointments for more complex service requests

· Supporting Microsoft 365, Microsoft Entra ID, Windows, and server environments

· Troubleshooting networking, DNS, DHCP, VPN, firewall, and connectivity issues

· Diagnosing workstation, application, and hardware problems

· Working directly with clients during technical issues and emergencies

· Collaborating with L1, L3, and Field Technicians

· Helping L1 technicians troubleshoot and develop their technical skills

· Reviewing ticket history and quickly determining what has already been attempted and what should happen next

· Taking ownership of issues through resolution or appropriate escalation

· Maintaining clear and useful service ticket documentation

Skills We're Looking For

· Strong knowledge of Windows 10 and Windows 11

· Strong Microsoft 365 troubleshooting and administration skills

· Experience with Microsoft Entra ID and Active Directory

· Experience supporting Microsoft Windows Server environments

· Strong understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, routing, and switching

· Experience troubleshooting VPNs, firewalls, and network connectivity

· Strong hardware, software, and application troubleshooting skills

· Ability to troubleshoot unfamiliar problems rather than relying exclusively on documented fixes

· Ability to read an existing service ticket and quickly determine what has been tried and what remains to be done

· Ability to communicate technical information clearly to non-technical users

· Ability to remain composed when dealing with an urgent issue or frustrated client

· Strong ownership, follow-through, and time-management skills

· Willingness to help other technicians and share technical knowledge

Our Company

Since 1994, Andromeda Technology Solutions has kept businesses safe, secure, and running. We specialize in network design and service for mid-size businesses in the manufacturing sector.

Compensation, Benefits & Perks

Compensation: $45K–$55K

Benefits:

· Blue Cross Blue Shield Health Insurance

· Dental Insurance

· Vision Insurance

· Optional 401(k), company matches up to 2%

· Optional life and disability coverage

· Paid holidays, sick days, and vacation

· 10 days of vacations and 5 sick days to start

· Unlimited vacation after 1 year of service

· Quarterly All-Hands Company Briefings

· Monthly company activities

· Annual Company Party

· Mentorship and opportunities for advancement

The Fine Print

We require drug testing and background screening for all positions.

Many of our technical positions include a hands-on testing component, so be ready to show as well as tell.

It's Your Move

If rebooting it isn't your entire troubleshooting methodology and you're ready to take ownership of more challenging IT problems, we'd like to hear from you.

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