The Level 2 Run Technician is responsible for advanced technical support, system stabilization, and
operational continuity across client and internal environments. This role will ensure systems are stable,
supportable, and well-documented to reduce risk and dependency on single individuals. As a secondary
focus, this role will generate system insights, identify repeat issues, and enable scalable improvements
to support solution growth. This role does not own architecture, solution design, or go-live approval
decisions. An L2 technician supports those functions through structured escalation and system visibility.
Key Responsibilities
1. Microsoft-first technical support and escalation ownership
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Act as the escalation point for complex or unresolved Level 1 / helpdesk issues.
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Troubleshoot Microsoft 365, Entra ID, Windows endpoint, identity, access, admin center, and cloud-connected support issues.
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Own incident triage, resolution steps, root cause notes, and escalation handoffs through closure.
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Support SLA adherence for priority incidents through clear communication and timely updates.
2. Operational stability and support readiness
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Maintain support readiness for assigned systems and tools by clarifying workflows, access paths, dependencies, and known support patterns.
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Help ensure systems are understandable, documented, and supportable by more than one person.
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Support backup, endpoint, security, admin, and core business tools within defined operational scope.
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Use network fundamentals for troubleshooting, while treating deeper network design and new- client architecture as escalation or future recruiting scope.
3. Documentation, KT, and risk mitigation
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Create and maintain structured documentation, SOPs, troubleshooting guides, permission notes, vendor references, and handoff records.
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Participate in knowledge transfer, documentation handoffs, and teach-back validation.
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Identify single-owner dependencies, incomplete system knowledge, fragmented configuration, or unmonitored processes.
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Support stabilization through documentation, standardization, and repeatable operating practices.
4. Continuous improvement and system insight
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Analyze alerts, incidents, and recurring patterns to identify repeat issues and practical fixes.
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Recommend improvements to monitoring, alerting, preventative maintenance, or SOPs.
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Reduce avoidable ticket volume by documenting fixes and surfacing systemic issues to the right owner.
5. Nearshore delivery and team collaboration
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Operate effectively in a distributed onshore / remote / nearshore team model with US business-
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hours overlap.
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Use clear, structured written communication for asynchronous collaboration across time zones.
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Coordinate clean handoffs with internal team members, helpdesk resources, MSP partners,
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vendors, and Level 3 owners.
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Support knowledge sharing and team-wide understanding without becoming the sole owner of
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complex environments.
Requirements
High-Priority Technical Skills:
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Strong Microsoft 365 and Entra ID / Azure AD administration and troubleshooting experience.
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Windows systems, endpoint troubleshooting, permissions, identity, and access support.
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Experience supporting security, backup, endpoint management, and admin-center tools.
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Ability to troubleshoot across local, cloud, and blended environments within defined support scope.
Operational Skills
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Incident prioritization and escalation to vendors
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Documentation and SOP management
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Pattern recognition and issue reduction
Soft Skills
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Strong analytical and problem-solving abilities
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Clear communication (technical and non-technical audiences)
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High accountability and attention to detail
Education & Certifications
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Bachelor’s or Associate’s degree in IT, Computer Science, or related field (or equivalent experience)
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Preferred: Microsoft 365 / Azure / Entra-related certifications.
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Nice to have: CompTIA Network+, CompTIA Security+, CCNA, or equivalent certifications.
Ideal Candidate Profile (Nearshore Focus)
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3–6+ years of IT support or systems administration experience
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Experience working in:
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MSP environments, or
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Multi-client support models
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Comfortable in distributed team model with US-hours overlap.
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Balances ownership with escalation judgment; does not overreach into architecture-level decisions.
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Writes clear documentation and supports knowledge sharing so the team avoids single points of failure.
Benefits
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Work remotely
- Vacation: 10 business days a year
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Holidays: 5 National Holidays a year
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Company Holidays: 5 Company Holidays a year (Christmas Eve, Christmas Day, New Year's Eve, New Year's Day, Zipdev Day)
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Parental Leave
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Health Care Reimbursement
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Active Lifestyle Reimbursement
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Quarterly Home Office Reimbursement
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Payroll Deduction Purchase Plans
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Longevity Bonus
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Continuous Learning Bonus
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Access to Training and Professional Development Platforms
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Did we mention it's REMOTE?!!
One of our core values at Zipdev is "Be authentic." that's why we encourage you to answer the application form in your own words; we are interested in getting to know you, not a digital assistant.
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