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Technical Support Level 2 Jobs in Georgia (NOW HIRING)

Control Southern

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Technical Support Specialist II

Suwanee, GA · On-site

Job Summary The IT Support & Endpoint Engineer (Level 2) serves as the primary escalation point for complex technical issues and ensures timely resolution of service requests across the organization.

nLeague

Technical support

Atlanta, GA · On-site

High school diploma or GED AND Two years of education or experience in information security ... Minimum 5 years' experience providing both front and back end technical support for 3rd party ...

Ubertal Inc

Technical Support Analyst

Forsyth, GA · On-site

Forsyth, GA (Hybrid--3 days onsite, 2 days telework after training) Job Type: Contract | Full-Time Start Date: November 24, 2025 End Date: June 30, 2026 Openings: 1 About the Role Seeking a Technical ...

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Technical Support Level 2 information

What are the roles and responsibilities of a Technical Support Level 2?

Technical Support Level 2 professionals provide advanced support for technical issues that cannot be resolved by Level 1 support. They handle escalated problems, perform deeper troubleshooting, and may interact with software or hardware vendors to resolve complex issues. Their responsibilities often include diagnosing system or application errors, guiding users through solutions, documenting findings, and sometimes providing training to Level 1 staff. Level 2 support staff typically require more technical expertise and may specialize in specific products or systems. Their goal is to efficiently resolve issues and ensure customer satisfaction.

How does a Technical Support Level 2 typically collaborate with Level 1 support and other technical teams?

Technical Support Level 2 professionals often work closely with Level 1 support by receiving escalated issues that require deeper technical expertise. They review detailed case notes, sometimes shadow customer calls, and provide guidance to Level 1 agents for future similar problems. Additionally, Level 2 staff frequently collaborate with engineering or product development teams to resolve complex bugs, share recurring technical trends, and help test solutions before deployment. This cross-functional teamwork ensures timely and accurate resolution of customer issues and contributes to the continuous improvement of support processes.

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

To thrive as a Technical Support Level 2, you need strong troubleshooting skills, in-depth technical knowledge of hardware and software, and typically an associate’s or bachelor’s degree in IT or a related field. Familiarity with ticketing systems, remote desktop tools, and certifications such as CompTIA A+ or Microsoft Certified are commonly required. Excellent communication, patience, and problem-solving abilities help build trust with users and efficiently resolve complex issues. These skills ensure timely and effective support, resulting in higher user satisfaction and minimal system downtime.

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

AspectTechnical Support Level 1Technical Support Level 2
CredentialsBasic certifications, such as CompTIA A+Advanced certifications, often including vendor-specific certifications
Work EnvironmentFrontline support, handling initial customer inquiriesMore complex troubleshooting, often working on escalated issues
ResponsibilitiesBasic issue resolution, password resets, account setupDiagnosing complex problems, resolving hardware/software issues
Industry UsageCommonly used in help desks and customer support centersUsed in technical support teams requiring deeper technical knowledge

In summary, Technical Support Level 2 handles more complex technical issues than Level 1, requiring advanced skills and certifications. Level 2 support often works on escalated problems that Level 1 cannot resolve, making it a crucial step in technical support hierarchies.

What is a technical support level 2?

A Technical Support Level 2 is a support role responsible for resolving more complex technical issues that cannot be handled by Level 1 support. It typically requires deeper technical knowledge, troubleshooting skills, and familiarity with diagnostic tools and systems. Level 2 support often involves working directly with customers or internal teams to diagnose and resolve problems efficiently.

What is considered tier 2 technical support?

Tier 2 technical support is a level of support where technicians handle more complex issues that cannot be resolved by Tier 1. Support specialists at this level typically have deeper technical knowledge, troubleshooting skills, and may use advanced tools or remote access to diagnose and resolve problems efficiently.
Technical Support Level 2 jobs near you
Infographic showing various Technical Support Level 2 job openings in Georgia as of September 2026, with employment types broken down into 53% Full Time, 7% Part Time, and 40% Contract. Highlights an 100% In-person job distribution.

Technical Support Specialist II

Suwanee, GA • On-site

Control Southern
51 - 200 employees
Learn more about Control Southernexternal

Full-time

Posted 20 days ago

Job description

Job Summary

The IT Support & Endpoint Engineer (Level 2) serves as the primary escalation point for complex technical issues and ensures timely resolution of service requests across the organization. This role is responsible for advanced troubleshooting, full ownership of support tickets, and maintaining high service standards. The position supports Control Southern’s modern IT environment, including Microsoft Intune, Entra ID, endpoint management, server infrastructure, and network operations.

Core ResponsibilitiesAdvanced Technical Support (Level 2)

- Troubleshoot and resolve escalated hardware, software, and network issues
- Provide support for Windows systems, Microsoft 365, Active Directory, and endpoint devices
- Perform root cause analysis to prevent recurring issues
- Support multi-site operations

Ticket Ownership & Ticket System Management 

- Take full ownership of assigned SysAid tickets from start to completion
- Ensure tickets are actively worked, updated, and documented
- Meet SLA expectations for response and resolution
- Prioritize and manage multiple requests

Endpoint, MDM & Cloud Identity Support

- Manage endpoints using Microsoft Intune (enrollment, compliance, deployment)
- Administer Microsoft Entra ID (Azure AD) including users, groups, and access
- Support mobile device management (MDM) solutions
- Assist with Autopilot deployments
- Troubleshoot identity and endpoint issues

Server & Infrastructure Support

- Support Windows servers and core services (AD, DNS, DHCP, file services)
- Perform patching, maintenance, and monitoring
- Support backups and recovery efforts
- Assist with infrastructure upgrades

Networking & Connectivity

- Troubleshoot switches, firewalls, VPN, and wireless networks
- Resolve connectivity issues for remote and on-site users
- Assist with network changes and deployments
- Support IoT and connected devices

Key Expectations

- No tickets remain idle without progress or updates
- Full ownership of assigned work
- Proactive communication with users and leadership
- Immediate escalation when blocked
- Professional conduct at all times

-25% Travel requirements.

Required Skills & Qualifications

- 2–5 years of IT support experience
- Experience with Microsoft Intune, Entra ID, and MDM
- Knowledge of Windows servers (AD, DNS, DHCP)
- Basic networking knowledge (switches, firewalls, VPN, TCP/IP)
- Strong troubleshooting and problem-solving skills
- Ability to work independently and manage priorities

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