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Provides Level 2 technical support through phone, chat, and ticketing channels. Troubleshoots complex workstation, server, cloud-hosted virtual environment, email security, and access issues; documents resolutions; maintains knowledge base content; and escalates incidents appropriately. Mentors Level 1 technicians, supports customer satisfaction, contributes root-cause analysis, follows service delivery procedures, and completes required training and performance objectives.

Act as primary technical advisor for assigned accounts, drive product adoption, monitor SIEM/EDR telemetry, resolve complex issues, present technical reviews, enable clients and partners, identify expansion opportunities, and maintain client satisfaction and renewals.

Serve as primary customer contact for assigned accounts, build strong relationships, develop account plans, run regular cadences, track incidents and service requests, escalate and coordinate resolutions, identify upsell opportunities, report on performance metrics, gather feedback, and maintain service delivery knowledge base to ensure client success.

Provide remote technical support via tickets, chat, and phone for managed IT clients. Troubleshoot workstations and servers, resolve escalations, document solutions, assist Level I technicians, update knowledgebase, meet service goals, and complete onboarding milestones for potential Level II advancement.