Interscale Content Hub – Level 2 IT Support is the bridge between basic troubleshooting (Level 1) and advanced technical expertise (Level 3). So, what is a level 2 IT support job description?
As we know, IT support roles are usually divided into three levels: Level 1, Level 2, and Level 3.
Level 1 is all about basic troubleshooting and getting things started. Level 2 involves more complex issues that require a deeper technical knowledge.
Level 3 is where we deal with the most advanced problems, which often involve development and system changes.
So what kind of complexities are we talking about at Level 2? Let’s get into the details.
What is Level 2 IT Support?
Level 2 IT support is the middle ground between basic troubleshooting (Level 1) and expert problem-solving (Level 3).
The technicians in this role deal with more complex issues that Level 1 can’t resolve. They need to have a good understanding of the company’s products and systems.
Level 2 support is all about advanced troubleshooting, system configurations and backend analysis.
Technicians look over work orders from Level 1 to get a sense of how big the problem is before they contact customers to get more details and come up with solutions.
If there’s still an issue after that, it’s passed on to Level 3, where you’ll find subject matter experts and engineers.
For instance, at companies like Interscale, Level 2 support teams tackle complex technical issues and work with higher-level support and development teams to implement long-term solutions and improvements.
For Level 1 reference, kindly read “What is a Level 1 IT Support Job Description: A Day in the Life of Your Staff.”
Responsibilities of a Level 2 IT Support Technician
What does a Level 2 IT Support Technician do? One of the main things they do is deal with any problems that come up.
Level 2 does in-depth diagnostics to identify and resolve issues that Level 1 support can’t deal with.
At the technical level, Level 2 technicians take on tickets that have been escalated from Level 1 support.
These are more complex issues with software, hardware, and network systems that require more in-depth troubleshooting.
That’s why technical support is another big responsibility. Level 2 technicians give Level 1 technicians a helping hand with technical issues, helping them to understand them and resolve them.
For example, at North Metropolitan TAFE, which is run by the Government of Western Australia, technicians help lecturers and students during classes, enrolments, and whenever else they’re needed. This helps keep practical classes running smoothly.
So, system maintenance is a big deal here. Yup, the technicians do regular maintenance tasks like software updates, patch management, and system optimisations to make sure the IT infrastructure stays stable and performs well.
This also includes running and looking after a whole range of equipment and materials.
Also, consider how Level 2 must keep good records for building a solid knowledge base.
Level 2 technicians keep detailed records of any issues and how they’re fixed. This helps train Level 1 staff and improve future problem-solving efficiency.
This means sharing the right info with staff and students about technical equipment and processes, as well as keeping an eye on the equipment and materials in stock.
And it’s also important to be able to work well in a team. Level 2 technicians also work closely with Level 3 support to get unresolved issues resolved and to contribute to developing long-term solutions.
They also get involved in team activities, taking responsibility for delivering agreed outcomes under pressure.
Another thing they do is train and support new Level 1 technicians. Level 2 technicians are there to help out whenever they can, to make sure that the service is as good as it can be.
Skills and Qualifications
The kind of IT support technician we’re looking for at Level 2 needs to have a good mix of technical know-how, problem-solving abilities and strong communication skills.
And the most fundamental thing is technical expertise, right?!
Technicians need to be proficient in operating systems (Windows, Linux, macOS), networking (TCP/IP, DNS, DHCP), and common enterprise software such as Microsoft Office Suite and email clients.
They should also have experience in keeping all the equipment and materials relevant to their area of operation in good working order.
But how do you know the Level 2 technician is on the level? That’s why relevant experience is a must-have.
Normally, you’ll need to have spent around two or three years in an IT support role, with a solid background in troubleshooting and resolving complex technical issues.
This also includes planning, buying, and getting ready resources to support training delivery.
Then, having the right certifications can be a big help. Industry-recognised certifications like CompTIA A+, Network+, or Microsoft Certified Solutions Associate (MCSA) show that a technician knows their stuff.
Analytical skills are needed to analyse problems and apply logical approaches to resolve them effectively.
This means keeping an eye on the equipment and materials and making sure you’re following the rules and regulations.
Communication skills are also key for interacting effectively with both technical and non-technical stakeholders.
Technicians need to be able to give clear guidance and support, document issues accurately, and work well with other team members.
And last but not least, a strong focus on service is the essential thing when the technician meets a customer.
A customer-focused approach means that any questions or complaints are handled in a professional and efficient way, which helps to keep customers happy and boosts the company’s success.
For a quick overview of the skills needed on a help desk, you can read “What is a Help Desk Skill: 101 Integrity for a Smooth User Experience.”
How do We Define Each IT Support Level Effectively?
How can we make sure we define each level effectively? Does this question sound familiar?
Do you find it tricky to define the different levels of IT support? You’re not on your own.
A lot of businesses find it tough to tell the difference between simple tasks and complex technical issues. This can lead to overworked help desks and unhappy employees.
This can really affect productivity, project timelines, and, ultimately, your bottom line.
That’s why we’ve designed our IT help desk support services to make your operations more efficient.
This means your employees can get back to work quickly, and your business can keep on thriving.
We’re really proud to say that we resolve 90% of tickets within the hour. It’s a testament to our commitment to efficiency and customer satisfaction.
With Interscale, you get more than just software. You get a strategic partner dedicated to optimising your IT support operations.
We’ve been helping people just like you for over 18 months now, and we’ve completed over 8,500 projects.
We’d love for you to visit our Interscale Helpdesk Support Services and see how we can help your team be more productive and efficient.
Or just give us a shout today to chat about a support package that’s tailor-made to fit your business needs.
In Closing
With their technical know-how and deep understanding of IT systems, Level 2 technicians keep IT operations running smoothly.
These technicians have a wide range of technical skills and a good grasp of IT systems.
So, what is a level 2 IT support job description? Level 2 IT support is the link between basic troubleshooting and advanced problem resolution.
