> Markdown version of [/jobs/ext/2007877-tier-2-support-technician](https://www.wearedevelopers.com/jobs/ext/2007877-tier-2-support-technician). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Tier 2 Support Technician - **Company:** Netsurit Inc - **Location:** Albuquerque, NM, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Application Firewall, Software Applications, JIRA, Microsoft Azure, Configuration Management, CompTIA Network+, Cyber Security, System Configuration, Desktop Computing, Issue Tracking Systems, Networking Hardware, Network Troubleshooting, Machine Learning, Microsoft Software, Windows Servers, Network Configuration and Change Management, Network Administration, Server Administration, Network Switches, Network Routers, Microsoft Power Automate, Information Technology, Firewall Services Module, Servicenow - **Published:** August 9, 2026 - **Apply:** https://www.careerbuilder.com/job-details/tier-2-support-technician-albuquerque-nm--cab9fd2b-003f-4891-9e74-0072481b2eb2 ## About the Role * 2-4 years of experience in IT support, with a focus on Tier 2 or higher-level troubleshooting. * Strong expertise in Windows Server, networking, and desktop applications. * Familiarity with firewall configuration and troubleshooting. * Solid experience in troubleshooting network performance issues and diagnosing hardware/software failures. * Proficiency with ticketing systems and service desk platforms (e.g., ConnectWise, JIRA, ServiceNow). * Strong communication and soft skills, especially in phone-based support and escalation management. * Experience with machine deployments and IT project tickets. * Ability to work independently and in a team environment. * Knowledge of security best practices and experience with tools like Microsoft Defender. Preferred Qualifications: * Certifications such as CompTIA Network+, Microsoft Certified: Azure Fundamentals, or equivalent. * Experience with network device configuration and deployment (routers, switches, etc.). * Familiarity with phone system configuration and deployment., Artificial Intelligence (AI), Atlassian JIRA, Best Practices, Business Processes, Communication Skills, CompTIA - Computing Technology Industry Association, CompTIA Network+, Computer Security, Configuration Management, Customer Escalations, Customer Service Management, Customer Support/Service, Customer/Client Research, Data Modeling, Desktop PC, Detail Oriented, Establish Priorities, Firewall Administration, IT Service Management (ITSM), Identify Issues, Machine Learning, Mentoring, Microsoft Product Family, Microsoft Windows Azure, Network Administration/Management, Network Configuration Management, Network Performance/Analysis, Network Routers, Network Switching, Problem Solving Skills, Project/Program Management, Recruiting/Staffing Agency, Reimbursement, ServiceNow, Software Administration, Software Installation, Systems Administration/Management, Team Player, Technical Support, Telephone Skills, Testing, Time Management ## Description Help us design, implement, and scale intelligent solutions that empower businesses to automate processes, uncover insights, and accelerate growth. You will work with cutting-edge tools like Microsoft Copilot, Azure AI, and custom machine learning models to turn data into meaningful business outcomes., We are seeking an experienced and detail-oriented Tier 2 to join our IT support team. In this role, you'll provide advanced troubleshooting, support escalation management, and resolution for a wide range of IT issues. You'll work closely with Tier 1 support and other IT teams to ensure timely resolution and effective solutions for both hardware and software challenges. Additionally, you'll assist in network/server troubleshooting, application support, and the deployment of new systems and projects., Call Management & Escalations * Manage inbound support calls, leveraging strong soft skills and professionalism. * Collect detailed information from users to assess issues thoroughly. * Handle escalation and de-escalation as required, ensuring that issues are routed appropriately. * Review, progress, and resolve escalated support tickets in a timely manner. * Serve as the next level of support for more complex application or desktop issues. * Provide expert-level troubleshooting for network and server-related issues. * Collaborate with Tier 2 support and other departments for unresolved escalations or complex cases. Advanced Support & Troubleshooting * Provide Tier 2 support for application installations and troubleshooting. * Diagnose and resolve server-related issues, including security vulnerabilities. * Troubleshoot and resolve phone configuration problems, escalating hardware issues when necessary. * Address security alerts from tools like Microsoft Defender. * Identify and resolve network performance issues. * Configure and troubleshoot network devices, ensuring optimal configuration and deployment. * Perform firewall configuration and resolve related issues. Machine & Project Deployment * Oversee the deployment of machines, ensuring proper setup and configuration. * Manage project tickets related to system implementations, upgrades, and other IT projects. * Work with other teams to ensure successful project completion and delivery. General Skills & Workflow * Manage your daily workflow and ticket queue effectively, prioritizing tasks based on urgency and impact. * Maintain and update internal documentation, including troubleshooting guides and known issues. * Provide mentorship and support to Tier 1 team members on escalated tickets and solutions. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) ## 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) - [Best US AI Conferences for CTOs in 2026: Build vs. Buy, Vendor Evaluation, and Peer Intelligence](https://www.wearedevelopers.com/magazine/736-best-us-ai-conferences-for-ctos-in-2026-build-vs-buy-vendor-evaluation-and-peer-intelligence) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume)