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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Specialist (TSS - Tier 2) - **Company:** THE MADISON - **Location:** Jackson, TN, United States - **Experience:** Experienced - **Salary:** $50,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Apple Mac Systems, Microsoft Azure, Cloud Computing, CompTIA Network+, Cyber Security, Dynamic Host Configuration Protocol, Domain Name System (DNS), Monitoring of Systems, Virtual Private Networks (VPN), Network Troubleshooting, Network Architecture, TCP/IP, Virtualization Technology, Office365, Information Technology, Cisco, Vulnerability Analysis - **Published:** July 9, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=64a7b455f374d659 ## About the Role * Associates degree in a technical or related field OR three years of relevant technical support experience. * Experience with enterprise-level troubleshooting, networking, virtualization, or cloud-based systems preferred. Skills & Abilities * Excellent analytical, troubleshooting, and communication skills. * Strong knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN), advanced Windows/macOS troubleshooting, and cloud-based environments (Azure, O365). * Ability to mentor junior staff, prioritize multiple tasks effectively, and handle complex technical incidents autonomously. Certifications/Licenses * Preferred: CompTIA Network+, Microsoft Certified: Azure Administrator Associate, Cisco CCNA, or other relevant certifications. * Valid Tennessee Class "D" license preferred. Physical Demands * Regular computer keyboard usage. * Ability to transport and install technical equipment (up to 50 lbs). * Occasional on-site support visits. ## Description The Technical Support Specialist serves as the critical intermediary between frontline (Tier 1) support and advanced IT teams. This role handles escalated technical support tickets, resolving more complex issues involving hardware, software, networking, and security. The specialist ensures smooth handoff between service tiers, allowing higher-level personnel, such as the Systems Administrator and IT Manager, to focus on larger scale deployments and advanced technical projects. This position demands strong analytical skills, a high level of technical proficiency, and the ability to mentor Tier 1 support staff., * Advanced Incident Resolution * Manage and resolve escalated support tickets from Tier 1, addressing more complex hardware, software, and networking issues. * Tier Coordination & Communication * Serve as liaison between Tier 1 support and higher-level IT staff, ensuring effective communication and efficient ticket escalation. * Mentorship & Training * Provide ongoing guidance, training, and mentorship to Tier 1 technical support personnel. * System Monitoring & Maintenance * Monitor and maintain IT systems and network infrastructure, identifying potential issues and performing preventative maintenance. * Security & Compliance * Adhere to and enforce IT security protocols, including regular system updates, vulnerability assessments, and compliance checks. * Documentation & Knowledge Base Management * Contribute to and maintain documentation, knowledge bases, and procedural manuals to support continual service improvement. * Vendor Coordination & Support * Coordinate with external vendors for warranty claims, service support, and product evaluations. * Professional Development * Participate in ongoing professional training and certification efforts to remain current with industry trends and technologies. ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Computer Vision from the Edge to the Cloud done easy](https://www.wearedevelopers.com/videos/263-computer-vision-from-the-edge-to-the-cloud-done-easy) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [Your Infrastructure Is Not a Playground: AI Agents for Infra Done Right](https://www.wearedevelopers.com/videos/2084-your-infrastructure-is-not-a-playground-ai-agents-for-infra-done-right) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025)