Level 2 IT Technician - RideNow Allen
Job Description: Level 2 IT Technician
Location: Allen, TX Reports To: Level 2 Manager
Position Summary
The Level 2 IT Technician serves as the primary escalation point for technical support
requests that exceed the scope of the Level 1 Support team. While maintaining the high
standard of professional technical assistance established by Tier 1, the Level 2 Technician
manages more complex infrastructure issues, systems administration tasks, and technical
projects. This role is critical in bridging the gap between front-line support and senior
infrastructure teams, providing mentorship and technical guidance to Level 1 staff to
ensure organizational continuity and technical excellence.
Key Responsibilities
Advanced Escalation & Support
● Tier 2 Resolution: Act as the primary escalation point for complex hardware,
software, and connectivity issues that cannot be resolved by Level 1.
● Infrastructure Management: Support the maintenance and troubleshooting of
local office network equipment, servers, and cloud-based infrastructure.
● Advanced Diagnostics: Utilize advanced diagnostic tools and critical thinking to
identify root causes for recurring or systemic technical failures.
Mentorship & Team Assistance
● Level 1 Support: Actively assist Level 1 Technicians with troubleshooting sessions to
improve their technical proficiency and resolution speed, as well as handle Level 1
calls when call volume exceeds L1 staffing.
● Knowledge Transfer: Develop and maintain high-quality documentation and SOPs
for the internal knowledge base to empower Level 1 self-service and triage.
● Onboarding Oversight: Oversee complex access provisioning and account setups
initiated by Level 1 to ensure strict adherence to security protocols.
Systems & Project Execution
● Security & Compliance: Monitor and enforce IT security policies and audit controls,
ensuring data integrity across all managed systems.
● Technical Projects: Manage and work alongside other team members on complex
technical projects while maintaining sufficient documentation.
● Continuous Improvement: Identify opportunities for process automation or
system enhancements to reduce the volume of repeat incidents.