Alpha Net · 8 hours ago
Technical Support Technician II
Austin, TX
Contract
Onsite
Entry, Mid Level
$17.50/hr - $18/hr
2+ years expAlpha Net Consulting LLC is seeking a knowledgeable and customer-focused Technical Support Specialist – Level 2 to provide advanced technical assistance and support for internal users and/or customers. This role involves troubleshooting escalated issues, working with ServiceNow for ticket management, and supporting Linux-based systems as needed.
ConsultingCRMInformation TechnologySoftware
Responsibilities
Provide Level 2 technical support for software, hardware, and system-related issues
Troubleshoot and resolve escalated tickets from Level 1 support
Log, track, and manage incidents and service requests using ServiceNow
Diagnose system issues and perform root cause analysis
Support Linux environments, including basic command-line troubleshooting, log analysis, user and permission management
Monitor systems and respond to alerts and incidents
Escalate unresolved issues to Level 3 or engineering teams when required
Document solutions, procedures, and FAQs for the knowledge base
Follow ITIL-based processes for incident, problem, and change management
Ensure adherence to SLAs and provide clear communication to users and stakeholders
Qualification
Required
2–4 years of experience in a Technical Support or IT Support (Level 2) role
Hands-on experience with ServiceNow ticketing system OR working knowledge of Linux operating systems (RHEL, Ubuntu, CentOS, etc.)
Strong troubleshooting and problem-solving skills
Basic understanding of networking concepts (TCP/IP, DNS, DHCP)
Experience supporting end users in an enterprise or service desk environment
Strong verbal and written communication skills
Preferred
Experience with both ServiceNow and Linux
ITIL Foundation certification
Experience supporting cloud or hosted environments
Basic scripting knowledge (Bash/Shell)
Experience working in a 24x7 support environment
Company
Alpha Net
Alpha Net Consulting is a global IT services firm with over two decades of experience delivering strategic IT staffing, managed services, enterprise software development, and DevOps support.
501-1000 employees
H1B Sponsorship
Alpha Net has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (40)
2024 (45)
2023 (66)
2022 (102)
2021 (144)
2020 (185)
Funding
Current Stage
Late StageLeadership Team
Arun Thakur
Managing Partner
Surjit Bedi
Founder & President
Company data provided by crunchbase