Tier 2 Technical Support Specialist

We're looking for a dependable and skilled Tier 1/2 Technical Support Specialist to join our IT support team.

This is a mostly remote position, but you may occasionally need to go on-site when remote resolution isn't possible or when a project needs an extra pair of hands. On-site work may sometimes include light hands-on tasks like running data lines, setting up or moving equipment, or using ladders and basic tools. You should be comfortable lifting up to 50 pounds and okay with the occasional bit of dust or physical work in more technical spaces.

The schedule is Monday through Friday, with flexible daytime hours that make it easier to fit work into your routine while still supporting the team during core business times. Occasionally, if we are very busy or there's an emergency, you may need to stay a little longer or help out after hours, but this happens only when needed.

What This Role Looks Like

This position combines both Tier 1 and Tier 2 responsibilities. Some days you'll handle quick fixes like password resets and account setups. Other days, you'll dive deeper into network issues, hardware troubleshooting, or software problems that require more investigation.

You'll support multiple clients and environments, so every day will bring something new to learn and solve.

What you'll do:

• Serve as the first or second point of contact for users needing IT support.
• Respond to and resolve tickets covering hardware, software, and network issues for Windows, macOS, and Linux systems.
• Troubleshoot operating systems, applications, VPNs, firewalls, and connectivity problems.
• Manage common Tier 1 tasks while also handling Tier 2 escalations and more advanced troubleshooting issues.
• Support technologies such as Active Directory, Microsoft 365, Azure/Entra ID, remote access tools, and networking infrastructure.
• Use remote management tools (RMM, remote desktop) and ticketing systems such as ServiceNow, ConnectWise, BMC Remedy, or Jira.
• Document troubleshooting steps and resolutions clearly in the ticketing system.
• Prioritize and manage tickets according to service level agreements (SLAs) and client urgency.
• Communicate clearly and professionally with users, even in high-pressure situations.
• Collaborate with teammates and escalate issues when needed, while also being comfortable working independently and owning issues through resolution.
• Stay current with emerging technologies and IT support best practices.

Do you have experience in Windows?, You don't need to know everything, but you should be confident handling most user-facing issues on your own and know when to ask for help.

• 3-5+ years of experience in IT or MSP-style technical support.
• Solid knowledge of Windows (including Active Directory); macOS or Linux experience is a plus.
• Understanding of networking concepts including LAN/WAN, VPNs, DNS, DHCP, firewalls, and Wi-Fi.
• Experience supporting or troubleshooting servers, Microsoft 365, Azure environments, backups, or virtualization platforms is a plus.
• Familiarity with ticketing systems and remote support tools.
• Strong communication and customer service skills.
• Good documentation habits and time management abilities.
• Experience supporting multiple clients or environments is strongly preferred.
• Certifications such as CompTIA Network+, Security+, Microsoft, or Azure certifications are preferred but not required.
• PowerShell, scripting, or automation experience is a plus.

Pulled from the full job description

• Flexible schedule, * Supportive team that values communication, learning, and balance.
• Flexible hours a week that fit your schedule.
• Exposure to a wide range of technologies and client environments.
• A healthy mix of Tier 1 responsibilities, Tier 2 troubleshooting, and infrastructure support, giving you room to grow.