L2 Technician

The Level 2 Technician (L2) provides advanced technical support for GXA clients, resolving escalated service requests

and incidents while ensuring high levels of customer satisfaction. L2 Technicians act as a bridge between frontline

support and senior engineering, handling complex troubleshooting, system administration, and network support

tasks.

This role requires a mix of strong technical knowledge, excellent communication skills, and disciplined documentation

practices. L2 Technicians thrive in problem-solving environments and are accountable for timely resolutions, accurate

records, and reinforcing GXA’s technical standards.

CORE TRAITS & PERSONALITY

• Problem-Solver – Confidently troubleshoots and resolves complex issues.
• Customer-Focused – Maintains a professional, courteous, and empathetic approach with clients.
• Collaborative – Works effectively with team members, escalates appropriately, and shares knowledge.
• Organized & Accountable – Manages workload efficiently and consistently documents work.
• Adaptable – Learns new technologies quickly and adjusts to evolving client needs.

To be successful, an L2 Technician must demonstrate strong troubleshooting ability across multiple technologies,

communicate clearly with both technical and non-technical users, and consistently maintain accurate documentation.

They must balance technical expertise with customer service, ensuring client issues are resolved efficiently while

reinforcing GXA’s standards and processes.

The ideal L2 Technician is a dependable problem-solver who thrives in a fast-paced support environment, balancing

technical depth with professionalism and empathy. They are resourceful, collaborative, and committed to resolving

issues quickly while contributing to the team’s overall success.

Incident & Request Resolution

Monitoring & Maintenance

Communication & Documentation

responsibility within the service team.

Requirements

Required

Preferred