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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Level 2 IT Technician - RideNow Allen - **Company:** Ridenow Powersports - **Location:** Allen, TX, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, CompTIA Network+, Data Integrity, Dynamic Host Configuration Protocol, Domain Name System (DNS), Networking Hardware, Networking Basics, TCP/IP, Virtual Local Area Networks, Diagnostic Tools, Cloud Platform System, Cisco Voip, Information Technology, Gsuite, Network Server - **Published:** August 10, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=47906df5ce1a59e0 ## About the Role * Years of Experience: 3-5 years in an IT support or systems administration role. * Technical Proficiency: Advanced knowledge of Windows operating systems, Google Workspace administration, Microsoft 365, and networking fundamentals (TCP/IP, DNS, DHCP, VLANs). Cisco VoIP experience is a plus. * Education: Bachelor's degree in Information Technology, Computer Science, or a related field preferred; relevant certifications (e.g., CompTIA Network+, Security+, or MCSA) are highly valued. Technical & Specialized Skills * System Administration: Hands-on experience with Active Directory, Group Policy, and device management. * Ticket Management: Expertise in helpdesk ticketing software and the ability to manage complex ticket lifecycles from intake through escalation. * Professional Documentation: Ability to write clear, technical procedural manuals for use by both technical staff and non-technical end-users. Soft Skills * Mentorship: A natural inclination to coach and develop junior staff while maintaining a high level of empathy for end-user challenges. * Strategic Prioritization: The ability to balance high-priority ticket escalations with long-term project deadlines under minimal supervision. * Clear Communication: Capability to translate complex technical concepts into actionable steps for stakeholders at all levels of the organization. * Must be able to sit for prolonged periods of time at work station ## Description 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 ## Related Videos - [Autism in Tech](https://www.wearedevelopers.com/videos/427-autism-in-tech) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [Remote Driving on Plant Grounds with State-of-the-Art Cloud Technologies](https://www.wearedevelopers.com/videos/251-remote-driving-on-plant-grounds-with-state-of-the-art-cloud-technologies) - [Debunking the Top 10 Myths about Web 3](https://www.wearedevelopers.com/videos/634-debunking-the-top-10-myths-about-web-3) ## Related Articles - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam) - [Best Companies in the Netherlands: Top 25 Companies in 2023 ](https://www.wearedevelopers.com/magazine/193-best-companies-in-the-netherlands-top-25-companies-in-2023) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [How to Find Tech Jobs in Amsterdam](https://www.wearedevelopers.com/magazine/279-how-to-find-tech-jobs-in-amsterdam) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025)