Level 2 Technician

About Scale

Scale Technology is a fast-growing managed IT and cybersecurity company based in Little Rock, Arkansas. Our mission is simple: Nothing Holds You Back.

We partner with small and mid-sized businesses to eliminate technology friction, protect against threats, and build infrastructure that scales with them.

We believe proactive, relationship-driven IT support is the foundation of every thriving business. When technology just works, our clients get their time back to focus on what matters most.

About the Role

The Level 2 Technician is the technical backbone of Scale’s service delivery operation.

You handle escalations, own complex infrastructure work, and mentor Level 1 technicians. This role blends deep technical troubleshooting with project delivery and proactive system management.

Daily Duties & Responsibilities

Advanced Ticket Resolution & Escalation

• Resolve escalated issues across servers, networking, and applications
• Troubleshoot Windows Server, Active Directory, and M365
• Diagnose VPN and connectivity issues
• Document root causes and long-term fixes
• Support L1 technicians in real time

Infrastructure & Systems Administration

• Manage Windows Server (AD, DNS, DHCP, Group Policy)
• Administer Microsoft 365 (Exchange, Teams, SharePoint)
• Deploy endpoints via Intune and RMM tools
• Monitor backups (Veeam, Datto, Azure)
• Respond to system alerts and performance issues

Security Operations

• Respond to EDR alerts
• Maintain email security platforms
• Conduct security reviews and vulnerability assessments
• Support MFA and zero-trust initiatives

Project Delivery

• Lead migrations and infrastructure upgrades
• Execute projects with documentation and communication
• Assist with technical scoping

Team Development & Documentation

• Mentor L1 technicians
• Build runbooks and documentation
• Create knowledge base content

Preferred Skills & Qualifications

• 3+ years IT support or systems administration
• Strong Windows Server and Active Directory experience
• Microsoft 365 administration expertise
• Backup and disaster recovery experience
• Networking fundamentals (VPNs, VLANs, firewalls)
• RMM platform experience
• Strong documentation habits
• Excellent client communication

Bonus Points

• Azure AD / Entra ID expertise
• SIEM or security training tools
• Compliance frameworks (HIPAA, NIST, CIS)
• PowerShell scripting

Why Scale

• Competitive salary + performance bonus
• Certification track (AZ-104, Security+, etc.)
• Hybrid schedule
• Direct input on tools and processes
• Strong client relationships