What are the responsibilities and job description for the Technical Support Level 2 position at Innovative Systems Group?
Level 2 Support Technician
Location: South Loop, Chicago, IL
Schedule: Hybrid — onsite 3 days per week
Responsibilities
- Handle Tier 2 escalations from the service desk
- Troubleshoot and resolve issues related to Windows workstations, servers, networking, Microsoft 365, and cloud services
- Support client environments using Autotask, Datto RMM, and IT Glue
- Perform remote and onsite troubleshooting for hardware, software, network, and user access issues
- Monitor alerts, remediate issues, and follow documented procedures
- Maintain accurate ticket notes, time entries, documentation, and client records
- Create and update technical documentation in IT Glue
- Assist with onboarding/offboarding users, device setup, application support, and permissions
- Escalate complex issues when needed while maintaining ownership and communication
- Participate in project work such as workstation deployments, migrations, and client environment improvements
- Deliver a high level of customer service to end users and client stakeholders
Required Qualifications
- 2 years of experience in an MSP or multi-client support environment
- Strong troubleshooting skills across Windows desktop, Windows Server, Microsoft 365, networking, and endpoint management
- Hands-on experience with Autotask, Datto RMM, and IT Glue
- Familiarity with Entra ID / Azure AD, Exchange Online, SharePoint, OneDrive, and Teams
- Experience supporting printers and common business applications
- Ability to document clearly, follow processes, and manage multiple tickets at once
- Strong communication skills and a service-first mindset
- Ability to work onsite in the South Loop three days per week