So you’ve moved past the “Helpdesk jumper‑cables” stage. You’ve spent enough time resetting passwords and guiding users to “have you tried turning it off and on”, and now you’re itching for more: you want to dive into networks, servers, maybe even firewalls. Enter the role of a Level 2 PC & Network Support tech at an MSP (Managed Service Provider). But as with all things in IT, the question remains: Is working at an MSP right for you at this level? Let’s dig in... with a mix of professional advice, a little humor, and yes, maybe one anecdote or two.
At this stage you’re the bridge between the Level 1 techs (who handle the basic stuff) and the Level 3 engineers (who architect, automate, consult). According to industry descriptions, Level 2 support engineers at an MSP “handle more technically complicated issues … fix software bugs, network configurations and collaborate with higher‑level engineers.”
Practically speaking, your day might include:
Troubleshooting desktop & laptop issues and server/Active Directory anomalies.
Handling escalated tickets that Level 1 couldn’t figure out.
Working with network gear: switches, firewalls, VLANs; yeah, you’ll get to say “packet flow” without being weird about it.
Collaborating with both the helpdesk and the engineering teams: helping document, creating SOPs, maybe even doing minor projects.
Being client‑facing (sometimes onsite or remote) and handling a mix of support and light projects.
So you’re not quite designing the entire cloud architecture, but you’re doing real tech work instead of just “did you try rebooting?”
1. You’re out‑growing Level 1 but not yet ready for Level 3
If you’re done with the glove compartment of tech support and you’re ready to open the hood of the car, a Level 2 MSP role gives you that next gear. You’ll get more variety, more responsibility, and more tech complexity.
2. You enjoy a mix of hands‑on support and tech exploration
If you like solving unpredictable problems (Why is user X’s Outlook failing? → That server crashed because someone disabled the service loop), and want exposure to networks, switches, maybe some virtualization, but you still enjoy the “helping the user” side, Level 2 can be fun.
3. Opportunity to mentor and lead while still staying technical
At this level you’ll often guide Level 1 techs, coach them through complex tickets, help create documentation. If you like being the “go to” for emerging tech issues and starting to build leadership cred, this is your stage.
4. Great stepping‑stone to specialization
Maybe you want to move into cloud infrastructure, security, network engineering, or architecture. A Level 2 MSP role gives you a strong base: you’ll see many environments, many tech vendors, many problems. That breadth helps you decide what you really want to specialize in.
5. You want good compensation with growth potential
Because you’re doing more than basic support, you should see a bump in pay, more opportunities for certifications, and more ability to negotiate. Many MSPs advertise Level 2 roles with serious tech responsibilities and salary to match.
1. You’ll still be reactive, and that might frustrate you
Being Level 2 doesn’t mean you’re locked into projects only. You’ll still get escalations, urgent tickets, and may be “the person who fixes it when Level 1 messed it up.” If you dislike chaos or bounce between clients and issues all day, this could feel messy.
2. You might feel stuck between two worlds
Some MSPs treat Level 2 like “Level 1.5” or “almost engineer” but don’t give you true ownership or strategic work. You may slide into “support limbo” if the company doesn’t clearly define your role. A Reddit thread complained:
“L2 – Responsible for sending a long series of canned responses with up to 30% accuracy.”
That’s obviously exaggerated, but it underscores a real risk: you don’t want to feel like you’re in a holding pattern.
3. Context‑switch fatigue and juggling too many clients
At an MSP you may serve multiple clients, each with different stacks, quirks, vendors. If you prefer staying with one organization, one environment, this wide client exposure might feel disorienting.
4. Growth depends heavily on the MSP’s culture and structure
If the MSP hasn’t defined clear career paths, or doesn’t invest in training and certifications, you may stagnate. At Level 2 you need mentorship, projects, pathways to Level 3 or specialization, if that’s missing, the role becomes just a support job.
5. On‑call, after hours, and wandering scope creep
You may be pulled into covering more than you bargained for: projects outside your role, emergency escalations, clients expecting you to wear many hats. If you’ve got things outside work (family, hobbies, sanity) and boundaries matter, check carefully.
Before you say “yes, I’ll ride the MSP train,” here are some questions to help you evaluate:
What portion of my day will be escalated tickets vs project work?
Will I be handling network gear/firewalls/switches or just desktops + servers?
How many clients will I support? Will I rotate across clients or be dedicated to one?
What training, certifications, mentorship will you provide?
What’s the real difference between your Level 1, Level 2 and Level 3 roles here? (Ask for a rubric.)
What’s the on‑call or after‑hours expectation?
Will I have ownership of tickets/projects, or just “do what I’m told”?
How measured is success? Ticket volume, SLA compliance, client satisfaction, project delivery?
What’s the path beyond Level 2? How do you move up?
These help you gauge if the role is structured or “we’ll throw you in and hope you swim.”
Here’s how I’d frame the decision for someone at this stage:
If you’re eager to grow, handle more complex tech, guide others, and explore networks and servers (not just surface‑level support) then a well‑run MSP Level 2 role can be a very strong move.
If you value ownership, stability, deep familiarity with one stack or team, or if you’re not ready to juggle clients and issues across multiple environments, you might stay in your current role a little longer or seek an internal Level 2 role instead.
The key: You’re not just gaining experience, you’re setting direction. At Level 1 you learn broadly; at Level 2 you decide what you like and where you go next. Pick a role that supports your next step, not just pays you more.
Don’t accept “just a pay bump” as enough: evaluate the growth, the tech, the culture. Because you’ll be there 2‑3 years (or more), and the habits you build now will stick.