Tier II Support Technician

We're seeking a skilled Tier 2 Support Technician to join our technical team at Coaxis. In this role, you'll handle escalated technical issues from Tier 1, perform advanced troubleshooting across our infrastructure, and take ownership of complex support cases requiring deeper technical expertise. You'll work hands-on with Windows Server environments, Microsoft 365 administration, virtualization platforms, networking equipment, and security tools while coordinating with vendors and mentoring junior technicians. This position requires strong technical skills, excellent problem-solving abilities, and the capacity to work both independently and collaboratively. If you're looking to grow your technical expertise while making a meaningful impact on client satisfaction, this is the role for you., * Handle escalated technical issues from Tier 1 support requiring advanced troubleshooting and resolution

• Perform in-depth root cause analysis on recurring or complex technical problems
• Administer and troubleshoot Windows Server environments including Active Directory, Group Policy, DNS, DHCP, and file services
• Manage Microsoft 365 administration including Exchange Online, user provisioning, security groups, SharePoint permissions, and Teams configuration
• Support and troubleshoot Citrix environments, published applications, and remote access solutions
• Perform basic VMware administration tasks including VM creation, snapshots, resource allocation, and performance monitoring
• Troubleshoot network connectivity issues, VPN problems, firewall rules, and basic routing/switching configurations
• Monitor and maintain backup systems (Veeam), perform test restores, and troubleshoot backup failures
• Assist with SentinelOne endpoint security management, threat investigation, and remediation
• Support server patching, updates, and maintenance windows in coordination with senior staff
• Work with hardware vendors for server, storage, and networking equipment troubleshooting and RMA processes
• Coordinate with third-party software vendors to resolve application and licensing issues
• Create and maintain technical documentation, knowledge base articles, and standard operating procedures
• Mentor and provide technical guidance to Tier 1 technicians
• Participate in infrastructure projects including server migrations, software deployments, and technology implementations
• Monitor system health alerts and proactively address potential issues before they impact clients
• Maintain accurate and detailed ticket documentation in ConnectWise PSA
• Participate in on-call rotation for after-hours support as needed
• Contribute to continuous improvement initiatives and process optimization

Do you have experience in VPN management?, Do you have a Associate's degree?, * Strong knowledge of Windows Server (2016, 2019, 2022) including Active Directory, Group Policy, DNS, and DHCP

• Proficiency with Microsoft 365 administration (Exchange Online, SharePoint, Teams, OneDrive, Intune basics)
• Experience with Windows Desktop operating systems (Windows 10/11) including troubleshooting and deployment
• Understanding of virtualization concepts and basic VMware administration
• Solid networking fundamentals including TCP/IP, subnetting, VLANs, VPNs, and basic firewall configuration
• Experience with backup and recovery solutions, preferably Veeam
• Familiarity with endpoint security tools and EDR platforms
• Working knowledge of PowerShell scripting for automation and troubleshooting
• Experience with PSA/ticketing systems, preferably ConnectWise
• Understanding of ITIL best practices and change management processes
• Ability to read and interpret system logs, event viewers, and monitoring alerts
• Experience with remote support tools (RDP, TeamViewer, ScreenConnect, etc.), * Minimum 2-3 years of IT support experience in a help desk, support center, or MSP environment
• At least 1 year of experience with Windows Server administration and Active Directory management
• Proven track record of successfully resolving complex technical issues independently
• Strong analytical and problem-solving skills with methodical troubleshooting approach
• Excellent written and verbal communication skills
• Ability to explain technical concepts clearly to both technical and non-technical audiences
• Strong time management and organizational skills with ability to prioritize multiple concurrent issues
• Self-motivated with ability to work independently and take ownership of issues through resolution
• Customer service mindset with commitment to exceeding client expectations
• Willingness to participate in on-call rotation and work occasional after-hours maintenance windows
• Team player who collaborates effectively and contributes to a positive work culture

Preferred Qualifications:

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field
• Professional certifications such as CompTIA A+, Network+, Security+, Microsoft certifications (MD-102, MS-102, AZ-104), or MCSA
• Experience in a managed service provider (MSP) or multi-client environment
• Hands-on experience with Citrix XenApp/XenDesktop or Parallels RAS
• Familiarity with FortiGate or other enterprise firewall platforms
• Experience with SAN/NAS storage systems
• Knowledge of monitoring tools like Zabbix, PRTG, or similar
• Understanding of compliance frameworks (SOC 2, HIPAA, etc.)
• Experience with Azure AD/Entra ID and hybrid identity scenarios
• Familiarity with Linux server administration

Pulled from the full job description

• Opportunities for advancement, * Opportunity to work with enterprise-level technologies across diverse client environments
• Clear career growth path with advancement opportunities to Tier 3 and beyond
• Ongoing training and professional development support including certification reimbursement
• Collaborative team environment with supportive leadership
• Exposure to cutting-edge cloud, security, and infrastructure technologies
• Mentorship opportunities to develop leadership skills
• Competitive compensation and comprehensive benefits package

Schedule:

Primary hours: 8:00 AM - 5:00 PM, Monday through Friday, with participation in on-call rotation for after-hours critical support, Competitive salary commensurate with experience, certifications, and technical expertise

At Coaxis, we foster a progressive and positive work environment centered on team collaboration, technical excellence, and individual career development. We invest in our team members through ongoing training, mentorship programs, and clear advancement pathways. If you're a motivated IT professional ready to take your technical skills to the next level while working with cutting-edge technologies in a supportive environment, we want to hear from you. Join our growing team and help us deliver exceptional IT services to our clients!

Pay: $40,000.00 - $45,000.00 per year

Join a dynamic, growing organization at Coaxis, where we deliver innovative, market-driven IT solutions to clients across the US and beyond. From fully managed hosted virtual server environments with RDP, Citrix, or Parallels access, to IaaS, colocation services, Microsoft 365 management, and advanced security offerings like MDR (Managed Detection and Response) and ITDR (Identity Threat Detection and Response), plus comprehensive MSP/MSSP support--we're at the forefront of helping businesses thrive in a digital world. As a Tier 2 Support Technician, you'll be a key technical resource handling complex escalations, working directly with critical infrastructure, and mentoring junior team members. This is an excellent opportunity for an IT professional ready to advance their career while working with enterprise technologies in a collaborative, fast-paced environment.