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2Nd Line Support Engineer Jobs (NOW HIRING)

Techary

2nd Line Support Technician

Dallas, TX · Remote

$37K - $46K/yr

The Role As a 2nd Line Support Technician , you will be primarily responsible for delivering remote technical support to end users, resolving escalated incidents from the service desk, and ensuring ...

Techary

1st Line Support Technician

Dallas, TX · On-site

$37K - $46K/yr

For more complex issues, you will work closely with 2nd and 3rd line engineers, gaining exposure to ... Service Desk Support & Ticket Management * Act as the first point of contact for customer support ...

NTT Ltd.

Investigates second line support calls assigned and identifies the root cause of incidents and ... Responds to and diagnoses all alerts, escalate to L3 Field Engineer when unable to resolve within ...

Nttlimited

Investigates second line support calls assigned and identifies the root cause of incidents and ... Responds to and diagnoses all alerts, escalate to L3 Field Engineer when unable to resolve within ...

Harbor Group Management

Engineer, IT Support

Norfolk, VA · On-site

$75K - $90K/yr

Own first- and second-line corporate support firmwide alongside the New York-based engineers - resolving incidents remotely for all corporate users and serving as on-site support for the Norfolk ...

mthree

Production Support Analyst

Manhattan, NY · On-site

The role involves providing 1st and 2nd line support for Equity Fund applications and enhancing ... E environments across large scale distributed global systems. • Solid Linux/Unix skills.

Vintage Cash Cow

We're looking for an IT Support Engineer to join our growing IT team and help deliver a reliable ... Providing 1st and 2nd line support across the business * Managing laptops, mobile devices and user ...

Arriva

IT Site Engineer

Lacon, IL · On-site

We're looking for an experienced and customer-focused IT Field Support Engineer to join our busy ... Deliver responsive 2nd Line support across hardware, software, and networking environments.

New

1 point system

SCCM Engineer

Dallas, TX · On-site

UT Southwestern is seeking a skilled and reliable Desktop Support Engineer to join the Managed ... Provide second-line support for complex desktop issues and escalations. * Collaborate with ...

Vizrt

Graphics Senior Technical Support Engineer

Using technical expertise and product knowledge, the Support Engineer works in partnership with ... Experience providing second-line support to customers in a professional manner. * Written and ...

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All Jobs2Nd Line Support Engineer Jobs

2Nd Line Support Engineer information

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How much do 2nd line support engineer jobs pay per hour?

As of Jul 22, 2026, the average hourly pay for 2nd line support engineer in the United States is $39.87, according to ZipRecruiter salary data. Most workers in this role earn between $29.57 and $46.63 per hour, depending on experience, location, and employer.

What engineer makes $500,000 a year?

While most 2nd Line Support Engineers do not earn $500,000 annually, highly specialized or senior-level engineers in fields like software engineering, data science, or cybersecurity with extensive experience and advanced certifications can reach or exceed this income level, especially in high-cost living areas or with executive responsibilities. Such salaries often include bonuses, stock options, or other incentives beyond base pay.

What is L2 support salary?

The salary for a 2nd Line Support Engineer typically ranges from $40,000 to $70,000 annually, depending on experience, location, and industry. Entry-level positions may start lower, while experienced professionals with certifications like CompTIA or Microsoft may earn higher salaries. Factors such as technical skills, certifications, and company size influence compensation levels.

How does a 2nd Line Support Engineer typically collaborate with other IT teams to resolve complex technical issues?

As a 2nd Line Support Engineer, you frequently act as a bridge between frontline support and higher-level technical teams. When escalated issues require specialized knowledge or deeper troubleshooting, you’ll work closely with 1st Line Support to gather detailed incident information and may coordinate with 3rd Line or specialist teams for advanced problem resolution. Collaboration often involves documenting steps taken, updating tickets, and participating in team meetings to discuss recurring problems or share solutions. This teamwork ensures efficient resolution and helps maintain a seamless IT support workflow.

What are the key skills and qualifications needed to thrive as a 2nd Line Support Engineer, and why are they important?

To thrive as a 2nd Line Support Engineer, you need strong troubleshooting abilities, in-depth knowledge of operating systems and networks, and typically a relevant IT qualification such as CompTIA, Microsoft, or Cisco certifications. Familiarity with ticketing systems, remote support tools, and diagnostic utilities is commonly required. Excellent communication, problem-solving skills, and the ability to remain calm under pressure help you stand out in this role. These skills ensure swift resolution of technical issues, maintain business continuity, and deliver high-quality support to end users.

What is a level 2 support engineer?

A Level 2 Support Engineer is responsible for resolving more complex technical issues that cannot be handled by Level 1 support. They often troubleshoot hardware, software, and network problems, using diagnostic tools and technical knowledge, and may escalate issues to Level 3 or specialized teams if needed.

What does a 2nd line support engineer do?

A 2nd line support engineer handles more complex technical issues that cannot be resolved by first-line support. They diagnose and troubleshoot hardware, software, and network problems, often using remote tools and technical knowledge to resolve escalated customer or internal issues efficiently.

What are 2nd Line Support Engineers?

2nd Line Support Engineers are IT professionals who handle more complex technical issues that cannot be resolved by the first line (helpdesk) support team. They provide advanced troubleshooting, diagnostics, and solutions for hardware, software, and network problems. These engineers often interact with end users and other IT teams to ensure issues are resolved efficiently. They may also be responsible for escalating unresolved problems to higher-level specialists or third-line support. 2nd Line Support Engineers play a crucial role in maintaining business continuity and minimizing downtime.

What is the difference between 2Nd Line Support Engineer vs Help Desk Technician?

Aspect2Nd Line Support EngineerHelp Desk Technician
CertificationsCompTIA A+, Network+, Microsoft certificationsCompTIA A+, basic certifications
Work EnvironmentHandles escalated issues, more technical tasksFirst point of contact, general troubleshooting
ResponsibilitiesDiagnoses complex problems, supports 1st lineResponds to user inquiries, basic troubleshooting

The 2Nd Line Support Engineer typically manages more complex technical issues and escalated tickets, requiring advanced certifications and technical skills. Help Desk Technicians focus on initial user support and basic troubleshooting. While both roles work in IT support, the 2Nd Line Support Engineer handles more technical challenges and escalated problems, making it a more specialized position within the support hierarchy.

More about 2Nd Line Support Engineer jobs
What states have the most 2Nd Line Support Engineer jobs? States with the most job openings for 2Nd Line Support Engineer jobs include:
What job categories do people searching 2Nd Line Support Engineer jobs look for? The top searched job categories for 2Nd Line Support Engineer jobs are:
2Nd Line Support Engineer jobs near you
Infographic showing various 2Nd Line Support Engineer job openings in the United States as of July 2026, with employment types broken down into 96% Full Time, 1% Part Time, and 3% Contract. Highlights an 87% Physical, 5% Hybrid, and 8% Remote job distribution, with an average salary of $82,930 per year, or $39.9 per hour.
2nd Line Support Technician

2nd Line Support Technician

Techary

Dallas, TX • Remote

$37K - $46K/yr

Other

Medical, Retirement, PTO

Re-posted 3 days ago

Job description

 The Role

As a 2nd Line Support Technician, you will be primarily responsible for delivering remote technical support to end users, resolving escalated incidents from the service desk, and ensuring service excellence at every stage. The role requires strong technical ability, but equally a customer-first mindset, with particular emphasis on providing high-quality VIP support and handling sensitive or high-priority issues.

You will play a key part in ensuring smooth resolution of technical challenges while representing the company's reputation for professionalism, responsiveness, and care. On occasion, you may also be required to provide out-of-hours support for Priority 1 (P1) incidents.

Duties & Responsibilities 

Remote Technical Support & Troubleshooting

  • Resolve 2nd line tickets escalated from the service desk in line with SLAs
  • Provide remote support across Windows, macOS, Microsoft 365, Active Directory, Exchange, and mobile devices
  • Troubleshoot software, operating system, and connectivity issues via remote tools
  • Support account management, access rights, and security permissions

Customer Service & VIP Support

  • Deliver an exceptional customer experience with a service-focused approach
  • Provide tailored, high-touch support to VIP and executive users, ensuring rapid resolution and discretion
  • Act as point of escalation for complex or persistent end-user issues

Service Delivery & Collaboration

  • Maintain accurate ticket documentation and contribute to the knowledge base
  • Work with the wider TechOps team to resolve recurring issues and improve processes
  • Support proactive monitoring and updates to enhance system reliability

Continuous Improvement

  • Identify patterns and propose preventative solutions to reduce repeat incidents
  • Contribute to technical projects, deployments, and process documentation
  • Champion best practices in customer service and remote support delivery
Essential Skills
  • Proven experience in a 2nd line or remote support role within an MSP or enterprise environment
  • Strong knowledge of Windows 10/11, macOS, Microsoft 365, Active Directory, and Exchange
  • Skilled in using remote support and ticketing tools (e.g., HaloPSA, ServiceNow, Freshservice)
  • Demonstrated ability to handle sensitive or VIP support requests with professionalism
  • Excellent communication and interpersonal skills with a strong customer-service orientation
  • Willingness to provide occasional out-of-hours support for P1 incidents
Desirable Skills
  • Familiarity with ITIL practices and SLA-driven environments
  • Exposure to Entra AD, Intune, or Endpoint Manager
  • Certifications such as CompTIA A+/N+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation
 Benefits

At Techary, we embrace a family culture and believe in working as a team to overcome any challenge we face.

Employee benefits include:

  • Birthday as an additional PTO
  • 401K - 100% matching up to $5,000
  • 20 paid Vacation days
  • Healthcare insurance
  • Learning & Development courses paid (Microsoft, Cisco etc)
  • Opportunity to work throughout the USA and internationally

Job Type: Permanent

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