L2 Technician

Job Description

The L2 Technician is responsible for providing Level 2 technical support, acting as a specialized support resource for incidents and service requests related to specific technologies and services. The role contributes to service stability and continuity by resolving tickets that require deeper technical or functional expertise beyond first‑level support capabilities.

The L2 Technician analyzes, diagnoses, and resolves incidents and service requests in accordance with established procedures, priorities, and resolution standards. The role applies technical knowledge and functional expertise to restore services efficiently, minimize business impact, and ensure accurate and sustainable solutions.

This role works closely with other support levels, including L1 and L3 teams, to ensure effective collaboration and timely escalation when required. This includes documenting findings, progress, and resolution details to maintain continuity of ser...