Job Description

ABM Technology Group is seeking a highly skilled andedicated Level 2 Technician to join our IT support team. As a Level 2

Technician, you will play a critical role in providing technical support to our clients and ensuring the smooth operation of their IT environments. Your

expertise will be essential in troubleshooting complex technical issues, assisting Level 1 support, and delivering top-notch customer service.

Key Responsibilities:

Technical

• Support: Provide expert technical support to clients, including
• troubleshooting hardware and software issues, diagnosing network problems,
• and resolving technical challenges efficiently.

Problem

• Resolution: Analyze and resolve Level 2 support tickets, escalating to
• Level 3 support when necessary. Ensure timely resolution of client issues
• to meet service level agreements (SLAs).

Client

• Communication: Communicate effectively with clients to understand their
• technical concerns and provide clear and concise solutions. Maintain
• professionalism and exceptional customer service throughout interactions.

Documentation:

• Maintain accurate and detailed documentation of client configurations,
• procedures, and issue resolutions. Update knowledge base articles for
• Level 1 support reference.

Escalation

• Management: Collaborate with Level 3 technicians and other teams to
• escalate and resolve complex technical issues. Communicate status updates
• to clients and ensure timely problem resolution.

Proactive

• Monitoring: Monitor client IT environments for performance and security
• issues, identifying potential problems and taking preventive actions to
• minimize disruptions.

Technical

• Training: Stay current with industry trends, emerging technologies, and
• best practices. Continuously develop technical skills to better serve clients.

Team

• Collaboration: Work closely with Level 1 support and other team members to
• share knowledge and provide mentorship. Foster a collaborative and
• learning-oriented environment.

Customer

• Satisfaction: Ensure a high level of customer satisfaction by delivering
• exceptional technical support and maintaining positive client
• relationships.

Ideal Candidate will have the following:

Minimum of 3 years of experience in IT support or a similar role.

Strong technical and troubleshooting skills, including proficiency in operating systems, hardware, and software.

Excellent communication and interpersonal skills, with a focus on providing outstanding customer service.

Ability to independently and collaboratively in a fast-paced environment.

Familiarity with ITIL or similar IT service management frameworks.

Certifications such as as CompTIA A+, CompTIA Network+, and Microsoft certifications are a plus.

Experience with remote support tools and ticketing systems.

Strong problem-solving skills and a proactive approach to IT support.

If you are a talented Level 2 Technician with a passion for delivering top-tier technical support and helping clients overcome

their IT challenges, we encourage you to apply. Join our team and be an integral part of our mission to provide exceptional IT solutions.

At Advanced Business Methods, we believe that the best solutions are often the least complex. We offer solutions that are simple, reliable, and secure. provides top-tier office technology solutions. We specialize in advanced printers, copiers, and office equipment tailored for businesses. Recently, we’ve also started offering IT services, office furniture and supplies, and document destruction. Our professional team delivers personalized service from consultation to ongoing support. Choose Advanced Business Methods for unmatched expertise and innovative solutions to enhance workplace productivity and success.

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