TIER 2 HELPDESK TECHNICIAN

You’ll serve as the escalation point between Tier 1 triage and Tier 3 engineering. By the time a ticket reaches you, initial troubleshooting has already been completed, and the expectation is that you can take ownership of more complex issues and drive them through resolution. This is a technical, analytical role for someone who is comfortable diagnosing issues methodically rather than relying on scripts or surface-level fixes. The expected workflow is straightforward: Reproduce Isolate Analyze Resolve Document Troubleshooting decisions should be grounded in logs, metrics, and observed system behavior. Escalations to Tier 3 are expected to include relevant findings, actions already taken, supporting data, and a clearly defined scope of impact. WHO THRIVES IN THIS ROLE We’re looking for someone who has already worked in a true Tier 2 MSP role and can speak confidently about the environments they’ve supported and the issues they’ve owned. This position is best suited for a technician with hands-on experience across servers, identity platforms, and networking who is ready to continue growing toward senior engineering responsibilities. This role is best aligned with candidates who bring, * Diagnose M365 issues across Exchange Online, Entra ID (Azure AD), Conditional Access, MFA, and mail flow

• Investigate authentication and identity failures: SSO, federation, token issues, and Azure AD Connect sync
• Support tenant-to-tenant migrations, domain transitions, and licensing changes

Networking

• Investigate L2/L3 issues: ARP, VLANs, routing, NAT, ACLs, and VPN tunnels
• Work with firewall rule sets, port translation, site-to-site and client VPNs
• Apply subnetting and the OSI model effectively in real-world troubleshooting scenarios

Virtualization & Cloud

• Support Hyper-V and VMware ESXi: VM provisioning, snapshots, resource allocation, and datastore management
• Working knowledge of Microsoft Azure (VMs, networking, identity) and AWS fundamentals

Security & Patching

• Monitor and respond to EDR alerts: behavioral detections, IOC review, and false-positive analysis
• Own the patch lifecycle through WSUS and RMM-driven patching, including validation of results and awareness of downstream impact
• Validate backup integrity across image-level, file-level, and disaster recovery scenarios rather than relying solely on job completion status

General

• Provide remote and onsite support across the client base
• Assist with client onboarding, offboarding, and infrastructure deployments
• Communicate technical issues clearly and professionally to clients using language that is accessible and respectful
• Participate in on-call rotation, including occasional after-hours response

• Previous hands-on Tier 2 support experience in an MSP environment
• A strong troubleshooting foundation that goes beyond basic triage or scripted support
• The ability to explain technical work clearly and demonstrate ownership of complex issues

The strongest candidates will bring practical experience, sound judgment, and genuine curiosity when something does not add up. We place the greatest value on demonstrated technical capability and a track record of ownership. WHAT YOU’LL DO Windows & Server

• Troubleshoot Windows endpoints and servers at the OS, service, and policy layer
• Group Policy, DNS, DHCP, Kerberos, NTFS permissions, event log analysis, and performance troubleshooting
• Administer Windows Server roles and services with confidence across both GUI and command-line workflows, * 3-5 years of real IT experience; MSP background strongly preferred
• Demonstrated hands-on experience with Windows Server, Active Directory, and Microsoft 365, with clear ownership of technical outcomes
• RMM and PSA platform experience (ConnectWise Manage and Datto RMM preferred)
• Working knowledge of Microsoft Azure and/or AWS

Core Technical Knowledge

• A solid understanding of the TCP/IP stack and how network communication behaves in practice
• DNS resolution path and common break scenarios
• VPN types: IPSec, SSL, split vs. full tunnel
• Routing behavior and failure modes
• Active Directory: OU structure, GPO, replication, and trusts

Tooling You Should Be Comfortable With

• Network diagnostics: ping / tracert / pathping
• DNS troubleshooting with nslookup
• Port and connection analysis with netstat
• Event Viewer and log analysis as part of meaningful troubleshooting and diagnosis
• PowerShell: querying, bulk changes, diagnostics, * You are naturally curious when something does not make sense and you investigate root cause rather than stopping at symptoms
• You can explain technical issues clearly to clients, in plain English
• You document thoroughly so problems don’t repeat
• You take ownership of issues from investigation through resolution, even when the path is not simple
• You bring real hands-on experience, can speak credibly about your work, and remain motivated to keep learning, Certifications such as Network+, Security+, Microsoft, or Cisco are a plus, but we place more weight on practical ability and demonstrated experience than on credentials alone.

Pulled from the full job description

• Referral program
• Tuition reimbursement
• Parental leave
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account, PERKS
• A technically interesting workload across real, multi-tenant environments supporting clients in a range of industries
• A defined growth path
• A team environment that values shared knowledge, collaboration, and problem-solving
• Hybrid schedule - remote with in-office collaboration two days per week
• 401(k) with company match
• Health, dental, and vision insurance
• Health savings account (HSA)
• Life insurance
• Paid time off and holidays
• Parental leave
• Employee referral program
• Tuition reimbursement

PalmTech IT Business Solutions is an equal opportunity employer. EEO - Disabled / Veterans.