# Level 2 Run Technician

> Zipdev · Mexico (Remote) · Full-time · Posted 2026-07-24

**Workplace:** remote

**Department:** Engineering

## Description

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, fragmented configuration, or unmonitored processes.
-   Support stabilization through documentation, standardization, and repeatable operating practices.

4\. Continuous improvement and system insight

-   Analyze alerts, incidents, and recurring patterns to identify repeat issues and practical fixes.
-   Recommend improvements to monitoring, alerting, preventative maintenance, or SOPs.
-   Reduce avoidable ticket volume by documenting fixes and surfacing systemic issues to the right owner.

5\. Nearshore delivery and team collaboration

-   Operate effectively in a distributed onshore / remote / nearshore team model with US business-
-   hours overlap.
-   Use clear, structured written communication for asynchronous collaboration across time zones.
-   Coordinate clean handoffs with internal team members, helpdesk resources, MSP partners,
-   vendors, and Level 3 owners.
-   Support knowledge sharing and team-wide understanding without becoming the sole owner of
-   complex environments.

## Requirements

High-Priority Technical Skills:

-   Strong Microsoft 365 and Entra ID / Azure AD administration and troubleshooting experience.
-   Windows systems, endpoint troubleshooting, permissions, identity, and access support.
-   Experience supporting security, backup, endpoint management, and admin-center tools.
-   Ability to troubleshoot across local, cloud, and blended environments within defined support scope.

Operational Skills

-   Incident prioritization and escalation to vendors
-   Documentation and SOP management
-   Pattern recognition and issue reduction

Soft Skills

-   Strong analytical and problem-solving abilities
-   Clear communication (technical and non-technical audiences)
-   High accountability and attention to detail

Education & Certifications

-   Bachelor’s or Associate’s degree in IT, Computer Science, or related field (or equivalent experience)
-   Preferred: Microsoft 365 / Azure / Entra-related certifications.
-   Nice to have: CompTIA Network+, CompTIA Security+, CCNA, or equivalent certifications.

Ideal Candidate Profile (Nearshore Focus)

-   3–6+ years of IT support or systems administration experience
-   Experience working in:
-   MSP environments, or
-   Multi-client support models
-   Comfortable in distributed team model with US-hours overlap.
-   Balances ownership with escalation judgment; does not overreach into architecture-level decisions.
-   Writes clear documentation and supports knowledge sharing so the team avoids single points of failure.

## Benefits

-   Work remotely
-   Vacation: 10 business days a year
-   Holidays: 5 National Holidays a year
-   Company Holidays: 5 Company Holidays a year (Christmas Eve, Christmas Day, New Year's Eve, New Year's Day, Zipdev Day)
-   Parental Leave
-   Health Care Reimbursement
-   Active Lifestyle Reimbursement
-   Quarterly Home Office Reimbursement
-   Payroll Deduction Purchase Plans
-   Longevity Bonus
-   Continuous Learning Bonus
-   Access to Training and Professional Development Platforms
-   Did we mention it's REMOTE?!!

One of our core values at Zipdev is "Be authentic." that's why we encourage you to answer the application form in your own words; we are interested in getting to know you, not a digital assistant.

Wondering how our remote environment or our payment method work? We've put together some helpful answers in our FAQs at the bottom our our [career site.](https://zipdev.com/careers/%20) Take a look and let us know if you have any other questions!

## Apply

[Apply at Zipdev](https://apply.workable.com/zipdev/j/B4696977A5/apply)

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