L2 Technical Support Specialist
Location: Winnipeg, Manitoba
Employment Type: Full-Time
Work Arrangement: Hybrid
Salary: Competitive, based on experience
About The Opportunity
Our client is a growing technology services organization in Winnipeg focused on providing high-quality, white-glove IT support to its clients.
They are looking for an experienced L2 Technical Support Specialist to join their technical team. This is a hands-on opportunity for an IT professional who enjoys troubleshooting, solving technical problems, and working across networking, infrastructure, systems, and security environments.
The successful candidate will work alongside experienced technical professionals and have the opportunity to continue developing their technical skills within a collaborative environment.
The Role
As an L2 Technical Support Specialist, you will be responsible for resolving escalated technical issues that require a deeper level of troubleshooting and technical expertise than standard help desk support.
You will work across client environments, investigate technical issues, implement solutions, and escalate complex matters to senior technical resources when required.
Key Responsibilities
- Provide Level 2 technical support for client environments
- Troubleshoot and resolve escalated hardware, software, networking, and infrastructure issues
- Diagnose and resolve network connectivity and performance issues
- Support Cisco networking technologies
- Assist with server, workstation, Microsoft, and infrastructure-related issues
- Support cybersecurity-related troubleshooting and investigations
- Assist with NOC/SOC activities and escalations
- Work with senior engineers on complex technical issues
- Perform system monitoring and troubleshooting
- Document technical issues, resolutions, and client environments accurately
- Maintain strong ticket documentation and follow established service processes
- Participate in technical projects, deployments, and infrastructure initiatives
- Identify recurring issues and recommend improvements
- Communicate technical issues and solutions clearly to clients and internal teams
- Escalate issues appropriately when they require L3 expertise
- Maintain a high standard of client service and professionalism
Required Qualifications
- 2+ years of experience in an IT support, infrastructure, networking, or related technical role
- Previous L2 or advanced help desk experience
- Strong troubleshooting and analytical skills
- Solid understanding of networking fundamentals
- Experience with TCP/IP, DNS, DHCP, VPNs, and related networking concepts
- Exposure to Cisco networking technologies
- Experience supporting Microsoft environments
- Strong customer service and communication skills
- Ability to manage multiple tickets and competing priorities
- Strong documentation and organizational skills
- Comfortable working independently while also collaborating with a technical team
Nice to Have
- MSP experience
- NOC or SOC experience
- CCNA certification
- Field Effect or similar cybersecurity experience
- Experience with Microsoft 365
- Active Directory experience
- Experience with virtualization technologies
- Cloud infrastructure exposure
- Previous experience supporting multiple client environments
The Ideal Candidate
The ideal candidate is a technically curious IT professional who enjoys solving problems rather than simply closing tickets.
You have progressed beyond traditional Level 1 support and are comfortable independently troubleshooting more complex technical issues.
You are someone who takes ownership, communicates well with clients, documents your work, and knows when to collaborate or escalate an issue.
This role would be well suited to an experienced Help Desk Technician, IT Support Specialist, Systems Administrator, Network Technician, or current L2 Support Technician looking to continue developing within a growing technical services organization.
Career Development
This position provides an opportunity to continue building technical expertise across networking, infrastructure, cybersecurity, and managed IT services.
High-performing technicians will have opportunities to take on increasingly complex technical responsibilities, work alongside senior engineers, develop specialized expertise, and progress toward senior technical or leadership positions.
Why Join?
- Competitive compensation based on experience
- Hybrid Winnipeg work environment
- Hands-on exposure to networking, infrastructure, and cybersecurity
- Opportunity to work alongside experienced technical professionals
- Mentorship and technical development
- Exposure to multiple client environments and technologies
- Collaborative team culture
- Clear opportunity for technical and career progression
- Opportunity to make a direct impact on client experience
