The number of jobs in the tech and IT industry is set to grow at twice the rate in the coming decade. The tech industry has been recovering faster than ever after the post-pandemic turmoil. As a result, there is a high demand for skilled level 2 support technicians in the industry.
If you are looking forward to becoming a level 2 support technician in the USA someday, this guide is for you! In this guide, we will explain what is a level 2 support technician, your core responsibilities, and key technical and soft skills you would need to ace your job, and much more.
A] What is a Level 2 Support Technician?
An IT support technician is needed in almost every organization to provide IT services and support. They are responsible for maintaining the seamless operation of computer systems and equipment. In this role, the “level” refers to the expertise and skills of a technician.
A level 2 support technician handles more complex tasks than a level 1 technician. They are responsible for handling more challenging issues and addressing the root cause of these problems. They may also need to collaborate with level 3 support technicians to address highly specialized problems. They may also need to work on tasks escalated from level 1.
B] Key Level 2 Support Technician Responsibilities
- A level 2 support technician is responsible for updating the IT systems of an organization.
- They help organization members resolve critical hardware and software problems like errors and system failures.
- The level 2 technician is responsible for advanced troubleshooting and software support to the organization’s members.
- They have to oversee the installation, configuration, and maintenance of IT systems throughout the organization.
- Find resolution of application-specific problems.
- A level 2 technician also needs to create and maintain contingencies as well as engage in preventive maintenance to ensure the IT infrastructure keeps on running smoothly.
- They must assist users in navigating through technical processes and provide detailed instructions for solving problems.
- They need to find the underlying cause of a recurring problem and suggest long-term solutions.
- They also need to work closely with level 1 support technicians to train and educate them, help them with specific problems, and oversee their work.
- They need to document detailed records of problems and their solutions that can help to resolve problems faster in the future.
C] Key Skills for a Level 2 IT Support Technician
- Technical knowledge for level 2 support roles includes troubleshooting hardware and software issues, including operating systems and applications.
- Have a strong understanding of networking concepts such as TCP/IP, DNS, DHCP, and VPNs.
- Familiarity with different types of system administration, including Windows, macOS, and Linux environments.
- Knowledge and experience in analyzing and resolving issues with enterprise systems, including email servers, databases, or cloud platforms.
- Some experience or knowledge of programming languages like Python or Java.
- Ability to use advanced tools and techniques for diagnosing hardware and software problems.
- I have up-to-date knowledge of cybersecurity practices and the ability to maintain security during troubleshooting.
- Complete knowledge of processes.
Technical Skills:
Soft Skills
- Excellent communication for explaining complex technical terms and training non-technical staff in a friendly manner.
- Problem-solving skills for diagnosing and addressing complex issues in a timely manner.
- Analytical skills for figuring out the root cause of problems.
- Patience and empathy are required for handling repetitive tasks and explaining complex concepts over and over if necessary.
- Team collaboration is necessary for working alongside level 1 and level 3 technicians and ensuring the entire organization is working efficiently.
- Adaptability to new technologies, techniques, and systems.
- Ability to multitask and manage tasks based on priority.
- Attention to detail is necessary to ensure everything is resolved and documented.
D] Certifications and Training for Level 2 Support Technicians
If you are looking forward to becoming a level 2 support technician in the USA someday, this guide is for you! In this guide, we will explain what is a level 2 support technician, your core responsibilities, and key technical and soft skills you would need to ace your job, and much more.
- A high-school diploma.
- CompTIA A+ is the most basic certification an IT professional will need to have. It is globally recognized and teaches foundational IT skills, including troubleshooting, customer service, hardware, and software.
- ITIL Foundation certification teaches technicians to better understand the IT context.
- Google IT Support Professional Certificate is issued to technicians who excel in a given area.
- Microsoft Certifications validate that a candidate has been trained and certified in technical skills related to Microsoft technology.
- HDI Desktop Support Technician certification is for those who provide in-person or remote support to end-users.
E] Tools and Technologies Commonly Used By A Level 2 Support Technician
- Ticketing Systems: These systems are used by organizations to create, track, and manage support requests. Some common ticketing systems include Zendesk, Freshdesk, and ServiceNow.
- Communication Tools: Technicians need to communicate with other teams, level 1 technical support, and level 3 technical support using dedicated communication tools. These tools include Skype, Slack, and Zoom.
- Remote Access Tools: These tools are used by support technicians to connect and take control of other devices remotely. Some examples of remote access tools are TeamViewer, LogMeIn, and AnyDesk.
- Command-Line Tools: This tool allows users to access and manipulate files, directories, processes, network settings, and other system resources through a text-based interface. Some examples of command-line tools are PowerShell, Bash, and CMD.
- Documentation Tools: Documentation tools come in handy when technicians need to record procedures, policies, solutions, and best practices for future reference. Some examples of documentation tools are Microsoft Word, Google Docs, and Confluence.
- Diagnostic Tools: As their name suggests, these tools are used to scan, test, and analyze computer systems, networks, and devices for malware and errors. Examples of diagnostic tools include Speccy, CrystalDiskInfo, and Malwarebytes.
Conclusion
The demand for skilled and trained Level 2 Support Technicians is very high. If you want to build a career in IT, Level 2 Support Technician is a good designation to pursue. As a level 2 support technician, you will be responsible for updating and maintaining the IT infrastructure, helping to train organizations’ staff on IT platforms, and resolving issues related to the system. For this role, you would need proficiency in technical skills and need to be familiar with a range of tools and technologies.
If you are interested in becoming an IT support technician, join our MSP IT staffing company in the USA. Get in touch with us today to learn more about this career path.
Ted White is the President & CEO of Vertical Talent Solutions and has over two decades of IT recruiting experience. Specializing in assisting Managed Service Providers in securing their ideal roles, his expertise navigates career paths precisely. Connect with Ted White for tailored recruitment solutions today.