The Level 2 Run Technician is responsible for advanced technical support, system stabilization, and
operational continuity across client and internal environments. This role will ensure systems are stable,
supportable, and well-documented to reduce risk and dependency on single individuals. As a secondary
focus, this role will generate system insights, identify repeat issues, and enable scalable improvements
to support solution growth. This role does not own architecture, solution design, or go-live approval
decisions. An L2 technician supports those functions through structured escalation and system visibility.
Key Responsibilities
1. Microsoft-first technical support and escalation ownership
- Act as the escalation point for complex or unresolved Level 1 / helpdesk issues.
- Troubleshoot Microsoft 365, Entra ID, Windows endpoint, identity, access, admin center, and cloud-connected support issues.
- Own incident triage, resolution steps, root cause notes, and escalation handoffs through closure.
- Support SLA adherence for priority incidents through clear communication and timely updates.
2. Operational stability and support readiness
- Maintain support readiness for assigned systems and tools by clarifying workflows, access paths, dependencies, and known support patterns.
- Help ensure systems are understandable, documented, and supportable by more than one person.
- Support backup, endpoint, security, admin, and core business tools within defined operational scope.
- Use network fundamentals for troubleshooting, while treating deeper network design and new- client architecture as escalation or future recruiting scope.
3. Documentation, KT, and risk mitigation
- Create and maintain structured documentation, SOPs, troubleshooting guides, permission notes, vendor references, and handoff records.
- Participate in knowledge transfer, documentation handoffs, and teach-back validation.
- Identify single-owner dependencies, incomplete system knowledge, fragmente
📌 Level 2 Run Technician (México)
🏢 Zipdev
📍 México