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L2 • ADVANCED TECHNICAL SUPPORT

L2 Technical Support

Take the harder tickets off the people you actually need focused on engineering.

Talk About This Work →View Complete L2 Guide ↗

PDF • Detailed capability guide • Advanced Technical Support

FRACTIONAL BY DESIGN

Give us the complicated tickets that are consuming the people you actually need focused on engineering.

✓ Start with a defined workload✓ Choose the hours or coverage window✓ Scale when demand proves the need
CAPABILITY MAP

What this L2 engineer can own

Use the capabilities below as a practical starting point. Responsibilities are scoped around your MSP's tools, procedures, access requirements and technical outcomes.

Microsoft 365 & Identity

  • Exchange Online and Outlook troubleshooting, mailbox and mail-flow investigation.
  • Shared mailbox, distribution group and licensing administration.
  • MFA, authentication, Entra ID and access troubleshooting.
  • OneDrive, Teams and SharePoint access/service troubleshooting.
  • Active Directory user, group, GPO and account-lockout troubleshooting.
  • Hybrid identity and synchronization issue investigation.

Servers, Applications & Endpoints

  • Windows Server service, performance and event-log troubleshooting.
  • Disk-space, CPU/memory, scheduled-task and service failures.
  • File/print services and application-service troubleshooting.
  • Endpoint management, patching and application deployment issues.
  • Investigate recurring endpoint/server incidents and identify likely causes.
  • Perform approved configuration and remediation changes.

Networking, RMM & Backup

  • DNS, DHCP, VPN, routing, VLAN and connectivity troubleshooting.
  • Firewall rule, NAT and remote-access troubleshooting within approved scope.
  • RMM agent, automation, monitoring and patch-failure investigation.
  • Backup job failures, repository/storage issues and recovery-point checks.
  • Coordinate technical vendor escalations with useful evidence.
  • Document resolutions and update the knowledge base/runbook.
THE WORK

What can you hand us?

No task is too small if it saves your team time. The responsibility can be a queue, recurring task, coverage window, backlog or defined technical outcome.

  • Investigate recurring Microsoft 365 or Outlook issues instead of passing them back to L1.
  • Troubleshoot AD/Entra ID access, authentication and synchronization problems.
  • Investigate Windows Server services, performance, disk and application failures.
  • Troubleshoot VPN, DNS, DHCP and network connectivity problems.
  • Work RMM agent, automation, patching and monitoring issues.
  • Investigate backup failures and coordinate vendor escalation where needed.
  • Perform approved M365, server, endpoint and network configuration changes.
  • Take a complex ticket queue for a defined number of hours each week.
  • Provide evening coverage for technical tickets that need more than basic triage.
  • Free senior engineers from recurring L2 work so they can focus on projects and clients.
FRACTIONAL EXAMPLES

Use the hours where the workload actually exists.

Complex queue10 hrs/week

Own L2 tickets, investigations, remediation and escalation preparation.

M365 specialist5 hrs/week

Mailbox, identity, access, licensing and service troubleshooting.

After-hours L27–9 PM

Troubleshoot technical issues after the primary service desk closes.

Backlog sprint20 hrs

Resolve an accumulated L2 queue or recurring technical problem set.

LAND → PROVE → EXPAND

Start with the responsibility you actually have.

Prove the value. Add hours or scope only when the workload justifies it. A dedicated technician can be the graduation step — not the starting commitment.

HOW WE WORK

Simple engagement. Clear ownership. Clean escalation.

01

Tell us where you need help.

Give us the queue, task list, project, coverage window or technical gap.

02

Match the workload to the right level.

We align the responsibility to L1, L2 or L3 and establish the tools, access and procedures.

03

Start with the hours you need.

A few hours a day, a defined weekly block, a coverage window or a project block.

04

Escalate with context.

Complex issues move upward with documented findings, actions taken and business impact.

Scope matters. Capabilities vary by assigned engineer and client environment. We scope responsibilities around your MSP's tools, procedures, access requirements and technical outcomes.
NEED THIS CAPABILITY?

Tell us what is piling up.

We'll help define the workload, match the right technical capacity and start with the hours you actually need.

Describe the Work →