Job Description
Job Description
The L2 Technician is responsible for providing Level 2 technical support, acting as a specialized support
resource for incidents and service requests related to specific technologies and services. The role contributes
to service stability and continuity by resolving tickets that require deeper technical or functional expertise beyond
first‑level support capabilities.
The L2 Technician analyzes, diagnoses, and resolves incidents and service requests in accordance with
established procedures, priorities, and resolution standards. The role applies technical knowledge and functional
expertise to restore services efficiently, minimize business impact, and ensure accurate and sustainable
solutions.
This role works closely with other support levels, including L1 and L3 teams, to ensure effective collaboration
and timely escalation when required. This includes documenting findings, progress, and resolu...