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The primary responsibility of a level 2 Network Technician is to maintain the computer, voice, and equipment used to support technology in an organization. The technician is the key contact for users who need assistance in resolving technical issues. The technician may be based in an office or could use remote access tools to diagnose most issues from a central location.

This position requires excellent written, as well as verbal, communication skills and mandates the need to communicate with people of all levels of technical understanding. Users rely on documentation to operate equipment maintained by the technician.

Technicians would be required to work at flexible hours and must be available round-the-clock. They must have strong customer service skills, as they would take ownership of issues and update on their status to clients at regular intervals until they are resolved.

This position is responsible for maximizing the availability of all network components. The technician is the point of contact for providing first and second level troubleshooting on all systems managed by the Network Operations Center (NOC). Technical requirements for the position include having detailed knowledge of different types of network and telephone equipment. They assist Tier 3 staff by researching issues and providing documentation. Technicians are responsible for network tickets until they are resolved or escalated.

Technicians collaborate with other teams to identify how problems have cropped up.  They monitor network status by using management tools, such as IPMonitor, IBM Director, and Nagios.

Network technicians are responsible for tracking problems and resolutions using a Network Management System (NMS) program that tracks incident response.

They realize the importance of conventional Service Level Agreements (SLA) and work within them to see that there is a prompt response to their issues. Technicians’ handhold new employees when required to ensure that they successfully attend to issues.

Read More: Level 2 technician job description