Tier 2 IT Support Technician

We are seeking a dynamic and dedicated Tier 2 IT Support Technician to join our technology team. In this role, you will be the vital link between end-users and complex technical solutions, providing advanced support to resolve escalated issues efficiently. Your expertise will ensure seamless operation of IT infrastructure, hardware, software, and network systems across the organization. This position offers an exciting opportunity to leverage your technical skills, deliver exceptional customer service, and contribute to maintaining a robust IT environment that drives business success.

What You'll Be Doing

This isn't a 'sit in a queue and close tickets' role. You'll be a key problem-solver and go-to resource for both our team and our clients:

• Provide advanced technical support for software troubleshooting, hardware issues, and network connectivity problems across Windows, macOS, and Linux environments
• Manage computer hardware including desktops, laptops, mobile devices, and peripherals to ensure optimal performance and security
• Troubleshoot and resolve networking issues including LAN, WAN, VPN, DNS, TCP/IP, firewalls, and network administration tools such as Meraki
• Utilize IT support tools such as SCCM, GPO, ServiceNow, Jira, BMC Remedy, and Active Directory to diagnose and resolve issues efficiently
• Assist with the management of IT infrastructure including Windows Server environments and Microsoft Office applications
• Support help desk operations by documenting incidents accurately in ticketing systems and communicating solutions clearly to end-users
• Conduct analysis of recurring issues to identify root causes and recommend improvements for system stability and security
• Resolve escalated technical issues from Tier 1 - diagnosing root causes, not just symptoms
• Support clients directly (approximately 30% of your work) with clarity, professionalism, and genuine care
• Mentor Tier 1 technicians - your experience matters and you'll be expected to share it
• Respond to critical incidents with urgency, clear communication, and a steady hand
• Stay current - we invest in your growth and expect the same curiosity from you

Do you have a valid Driver's License license?, Do you have experience in macOS administration?, * Proven experience providing Tier 2 or higher level IT support within a fast-paced environment

• Strong knowledge of operating systems including Windows 10/11, macOS, and Linux distributions
• Hands-on experience with computer hardware maintenance and troubleshooting
• Familiarity with network administration: LAN/WAN, TCP/IP, DNS, VPN, firewall setup including Meraki
• Proficiency with remote management tools such as SCCM and BMC Remedy for incident tracking and system deployment
• Experience supporting mobile devices and understanding of mobile device management (MDM) practices
• Clear, professional communication - able to explain technical concepts to non-technical users
• Ability to analyze complex technical issues quickly and develop effective solutions while maintaining high customer service
• U.S. Citizen or work authorization; valid driver's license and current auto insurance

Preferred:

• CompTIA certifications (Security+, Network+, A+) or equivalent
• Experience in a Managed Service Provider (MSP) environment
• Hands-on experience with AWS, Azure, or similar cloud platforms
• Familiarity with ServiceNow, Jira, Active Directory, or similar ticketing and directory systems
• Experience mentoring or training junior technicians, * Tier 2 Support: 2 years (Required)

Pulled from the full job description

• Paid training
• Tuition reimbursement
• Parental leave
• Health insurance
• Paid time off
• Paid sick time
• Bereavement leave, * Monday-Friday, 8:00 AM - 5:00 PM (includes 1-hour unpaid lunch break)
• On-site position based in Orlando, FL
• Full-time, permanent role
• Valid driver's license and current auto insurance required

Your First 90 Days

We set you up to succeed - not to sink or swim. No on-call responsibilities during this period - just focus on learning.

Days 1-30 (Learning Phase)

• Master our tools, systems, and standard operating procedures. Structured onboarding with full team support.

Days 31-60 (Shadowing Phase)

• Shadow experienced technicians on real tickets and client interactions. Begin taking on simpler escalations with guidance.

Days 61-90 (Independence Phase)

• Take full ownership of your ticket queue and client interactions. Resolve independently - team available for consultation.

On-Call Expectations (After 90 Days)

• Two on-call rotations per month - shared across the team, so it's manageable
• Emergency-only call-ins - not routine after-hours work; you're called when it truly matters
• Paid when called in - your time has value and we treat it that way
• No scheduled overnight shifts

What Aurora InfoTech Offers You Compensation & Performance

$39,900-$40,000 annual salary

Group health insurance (company-paid in part) after 90 days of employment

• Workers' compensation coverage from day one
• Quarterly performance reviews - so you always know where you stand and how you're growing
• Annual review with salary increase consideration and annual bonus - awarded at the company's discretion based on performance

Time Off That's Actually Yours

• Flexible PTO - yours to allocate for vacation, personal needs, or appointments (eligible after 6 months)
• 7 company-paid holidays: New Year's Day, Good Friday, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas
• 5 paid sick days per year - unused days roll over into a floating holiday bank
• Bereavement leave - because family comes first
• Voting leave when your schedule requires it

Growth That's Backed By Real Investment (Requires Approval By Management)

• Tuition reimbursement after 1 year of service - 100% for an A, 80% for a B - including materials, meals, and transportation
• Paid training time for all company-sponsored programs
• Clear pathway to Tier 3 or senior technical roles
• Direct access to founders with 20+ years of hands-on industry experience - that kind of mentorship is rare

The Environment

• Small, focused team where your work is visible and your contributions matter
• Ethics-driven culture: honesty, fairness, integrity, and respect aren't wall art - they're how we actually operate
• On-site facilities including a kitchen, training room, and collaborative workspace
• Florida-based - no state income tax on your paycheck

Who Thrives Here

The technicians who do best at Aurora InfoTech are the ones who:

• Take pride in the work, not just the paycheck
• Communicate like a professional - clear, calm, and client-first
• Want to grow into something more over time
• Are reliable - they show up, follow through, and do what they said they'd do
• Believe that technology support is a service, not just a skill set, * Health insurance
• Paid time off
• Parental leave
• Tuition reimbursement

We are Roy and Aluska Richardson, founders of Aurora InfoTech, LLC. With over 20 years in the technology industry - designing and operating networks that have served government systems, banking operations, air traffic radar, and city-wide infrastructure - we built Aurora InfoTech on a straightforward mission: "Responsibly protecting and managing our clients' business technology - so they can focus on what they do best."