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

📌 Level 2 Run Technician (Colombia)
🏢 Zipdev
📍 Colombia