Job Requisition: Level 2 Remote Technician

Department:

Service Desk

Reports To:

Director of Service Operations

Overview:

Panda Technology is looking for a seasoned Level 2 Remote Technician to provide advanced technical support for our growing client base. The ideal candidate has strong troubleshooting skills, experience in an MSP environment, and the ability to mentor Level 1 technicians while maintaining excellent customer service standards.

Responsibilities:

- Diagnose and resolve escalated tickets involving Windows, macOS, and common SaaS platforms

- Manage Azure AD, Microsoft 365, and basic network configurations

- Act as an escalation point for Level 1 technicians, providing guidance and knowledge transfer

- Document resolutions and contribute to the knowledge base

- Perform proactive maintenance and monitoring of client environments

- Collaborate with the Director of Service Operations to improve service delivery processes

Requirements:

- 3+ years of IT support experience, including at least 1 year in an MSP or similar environment

- Proficiency with Microsoft 365 administration, Windows Server, and common networking concepts

- Familiarity with RMM and PSA tools (e.g., ConnectWise, Autotask, N‑able)

- Strong analytical and problem‑solving abilities

- Excellent written and verbal communication skills

Preferred:

- Azure or Microsoft 365 certifications (AZ‑900, MS‑700, etc.)

- Experience with scripting/automation (PowerShell, Python)

- Exposure to security tools such as ThreatLocker, Defender for Endpoint