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Level 2 Technical Support Agent Jobs (NOW HIRING)

AMA TechTel

Level II Technical Support

Amarillo, TX · On-site

As a Level II Technical Support Representative, you will be responsible for monitoring the following products 24 hours a day: * Wireless/VOIP * Hosted Phone System * Fiber * POTS * DSL You'll also be ...

AMA TechTel

Level II Technical Support

Amarillo, TX · On-site

As a Level II Technical Support Representative, you will be responsible for monitoring the following products 24 hours a day: * Wireless/VOIP * Hosted Phone System * Fiber * POTS * DSL You'll also be ...

Gotham Biotech

Technical Support Agent

Portland, ME · Remote

$30 - $35/hr

Provide first-level technical support via phone, email, chat, and remote desktop tools to end-users ... Escalate complex or unresolved issues to Tier 2 or Tier 3 support teams with comprehensive ...

Cirrus Systems, Inc

Technical Support Agent

Dallas, TX · On-site

The Technical Support Agent is responsible for providing fast, effective, and professional support ... Follow the escalation process to push complex issues to level 2 support * Accurately process and ...

Cirrus Systems, Inc.

Technical Support Agent

Dallas, TX · On-site

$21 - $24/hr

The Technical Support Agent is responsible for providing fast, effective, and professional support ... Follow the escalation process to push complex issues to level 2 support * Accurately process and ...

PAR Technology

Technical Support Agent

Provide first-level support for POS hardware/software and PAR products * Resolve operational and ... Interview #2: Video interview with the Team (via MS Teams) PAR is proud to provide equal employment ...

Audio Enhancement

Technical Support Agent

Apopka, FL · On-site

We are currently seeking a full-time Technical Support Agent for our Apopka, Florida office. This ... Hourly wage is negotiable based on skill level and experience. Benefit package includes medical ...

Audio Enhancement

Technical Support Agent

Apopka, FL

We are currently seeking a full-time Technical Support Agent for our Apopka, Florida office. This ... Hourly wage is negotiable based on skill level and experience. Benefit package includes medical ...

TEKsystems

Technical Support Agent

Round Rock, TX

$22/hr

Technical Support Representative I (TSR1) - Building Automation Location: Round Rock, TX 78665 Type ... Perform first-level troubleshooting for building automation systems (BAS), HVAC controls, lighting ...

Revelyst

Technical Product Support Agent

San Diego, CA · On-site

$21 - $22.50/hr

To identify, research, and resolve all general support issues or determine that Tier 2 Escalation ... College level education in field related to Computers, Networking, or Golf or Similar Work ...

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Level 2 Technical Support Agent information

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How much do level 2 technical support agent jobs pay per hour?

As of Jul 21, 2026, the average hourly pay for level 2 technical support agent in the United States is $19.07, according to ZipRecruiter salary data. Most workers in this role earn between $15.14 and $21.88 per hour, depending on experience, location, and employer.

What are Level 2 Technical Support Agents?

Level 2 Technical Support Agents are IT professionals who handle more complex technical issues that cannot be resolved by Level 1 support staff. They possess advanced knowledge of products, systems, and troubleshooting techniques, and often work closely with engineering teams to resolve escalated problems. Their responsibilities may include diagnosing complex software or hardware issues, providing remote or onsite support, and documenting solutions. Level 2 agents play a critical role in ensuring customer satisfaction by efficiently resolving technical challenges beyond basic troubleshooting.

What are some common challenges faced by Level 2 Technical Support Agents and how are they typically addressed?

Level 2 Technical Support Agents often encounter complex technical issues that were not resolved at the initial support tier. A common challenge is troubleshooting nuanced system or software problems that require deeper analysis and sometimes collaboration with engineering teams. To address these, agents typically use advanced diagnostic tools, maintain detailed documentation, and participate in ongoing training. Open communication with colleagues and escalation protocols also help ensure that customer issues are resolved efficiently and accurately.

What are the key skills and qualifications needed to thrive as a Level 2 Technical Support Agent, and why are they important?

To thrive as a Level 2 Technical Support Agent, you need advanced troubleshooting skills, in-depth knowledge of operating systems and networks, and typically a relevant IT certification or technical degree. Familiarity with ticketing systems like ServiceNow, remote desktop tools, and diagnostic utilities is essential. Excellent problem-solving abilities, patience, and effective communication set standout agents apart in this role. These skills and qualities are crucial for resolving complex technical issues efficiently and ensuring high customer satisfaction.

What is the difference between Level 2 Technical Support Agent vs Level 1 Technical Support Agent?

AspectLevel 2 Technical Support AgentLevel 1 Technical Support Agent
CredentialsBasic technical certifications, customer service skillsEntry-level certifications, basic troubleshooting skills
Work EnvironmentMore complex technical issues, higher customer interactionInitial contact, basic troubleshooting
ResponsibilitiesResolve escalated issues, provide advanced supportHandle common inquiries, basic troubleshooting

Level 2 Technical Support Agents handle more complex technical problems and escalate issues from Level 1. They require additional technical knowledge and certifications. In contrast, Level 1 agents focus on basic troubleshooting and initial customer contact. Both roles are essential in a support hierarchy, with Level 2 agents providing more advanced assistance to ensure customer satisfaction.

More about Level 2 Technical Support Agent jobs
What job categories do people searching Level 2 Technical Support Agent jobs look for? The top searched job categories for Level 2 Technical Support Agent jobs are:
Level 2 Technical Support Agent jobs near you
Infographic showing various Level 2 Technical Support Agent job openings in the United States as of July 2026, with employment types broken down into 1% Locum Tenens, 94% Full Time, 3% Part Time, and 2% Contract. Highlights an 92% Physical, 1% Hybrid, and 7% Remote job distribution, with an average salary of $39,664 per year, or $19.1 per hour.
Level II Technical Support

Level II Technical Support

AMA TechTel

Amarillo, TX • On-site

Full-time

Medical, Retirement

Posted 15 days ago

Job description

ASK US ABOUT OUR HIRING BONUS!


AMA TechTel is a rapidly growing telecommunications company and we have immediate openings for dynamic individuals in our Technical Support department as a Level II Technical Support Representative.

The Technical Support division provides inbound phone support for AMA TechTel's diverse line of communication products, monitors critical network functions, and performs repairs and upgrades on computer hardware and software.


As a Level II Technical Support Representative, you will be responsible for monitoring the following products 24 hours a day:

  • Wireless/VOIP
  • Hosted Phone System
  • Fiber
  • POTS
  • DSL

You'll also be responsible for reporting any network issues to management within the timeline allotted by company procedures 24 hours a day and escalating as necessary, along with the following:

- Handling calls from residential and commercial customers to resolve any technical issues on all products provided.

- Making follow up courtesy calls once the reported trouble is resolved to ensure customer satisfaction.

- Reporting troubles with our partnered service providers after hours and on weekends.

- Having a thorough understanding of all products offered.

- Diagnosing/repairing customer's personal computers that have been brought in for billable labor.

- Learning and understanding the functions of other departments to be able to execute them after hours.

- Monitoring ACD queues and managing talk times to ensure hold times are minimal.

- Communicating with customers and resolving any issues reported via the support email account.

  • Provisioning / de-provisioning the following services:
  • Wireless/VOIP
  • DSL
  • Email
  • Dial-up
  • Hot Spot Users

- Handling account suspends and restores.

- Maintaining monitoring software and making sure all data contained therein is correct and up to date.

- Reports monthly on wireless network capacity. Provide exceptional technical support for all commercial calls to ensure our level of customer service remains unmatched by our competitors.

- Submitting tickets to be worked by our field services and managed services departments.

- All other duties as assigned.


Qualifications

  • Must have a minimum of a high school diploma, Associates Degree in CIS preferred
  • Comp Tia A+ certification is preferred
  • Experience with computer repair, software/hardware preferred
  • Experience with Microsoft OS
  • Experience in troubleshooting Outlook and other email applications, including mobile email applications
  • 2 years related IT/Help Desk experience preferred
  • Must demonstrate computer knowledge with the ability to learn new software
  • General understanding of Webhosting preferred
  • Experience with ESI or Shoretel VoIP phones is a plus
  • Experience in Metaswitch or CSX is a plus
  • Telecommunications experience is a plus

Skills

  • Ability to thrive in a fast-paced environment and respond accordingly to high-priority situations is essential
  • Must work well with others, as part of a team as well as individually
  • Must possess and demonstrate excellent communication skills
  • Must demonstrate excellent organizational skills
  • Must be enthusiastic and self-motivated
  • Proven customer support professional with at least three years of call center experience preferred
  • Ability to speak Spanish preferred

Benefits

  • We offer a compensation plan including excellent benefits with 401K, health insurance, and a competitive starting salary.