> Markdown version of [/jobs/ext/2309344-tier-2-technical-support-specialist](https://www.wearedevelopers.com/jobs/ext/2309344-tier-2-technical-support-specialist). 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 Technical Support Specialist - **Company:** The Scarlett Group, LLC - **Location:** Jacksonville, FL, United States (Remote available) - **Contract:** Permanent contract - **Skills:** Bug Tracking Systems, Software Bug Management, Information Systems, Server Administration, Network Routing, Backend, Information Technology - **Published:** August 30, 2026 - **Apply:** https://www.careerbuilder.com/job-details/tier-2-technical-support-specialist-jacksonville-fl--ab930d22-121e-4f24-9525-c81c4cf11701 ## About the Role * Bachelor's degree in information technology, Computer Science, or related field (or equivalent experience). * Certifications such as CCNP, MCSE, Network+, Security+ or equivalent. * Strong analytical and problem-solving skills. * Effective communication and interpersonal abilities. * Ability to prioritize and manage multiple tasks. * Eagerness to learn and grow within the MSP environment. Environmental and Physical Requirements: * The work environment for this position is a standard office setting. * The employee is regularly required to sit, stand, walk, and use hands to operate a computer and other office equipment. * The employee must occasionally lift and/or move up to 25 pounds., * Want to join a technology company that values its employees & delivers an excellent customer experience * Enjoy a fast-paced opportunity in a role where you can make a difference * Like to roll up your sleeves and do what it takes to succeed * Are detailed oriented and have excellent communication skills * Like to work as a team towards a common goal, Analysis Skills, Bug Tracking/Defect Management, Communication Skills, Computer Science, Customer Experience, Customer Support/Service, Detail Oriented, Documentation, Establish Priorities, Identify Issues, Information Technology & Information Systems, Interpersonal Skills, Lift/Move 25 Pounds, Mentoring, Multitasking, Network Routing, Office Equipment, People Management, Problem Solving Skills, Reimbursement, Systems Administration/Management, Systems Maintenance, Team Player, Technical Support, Technical Training ## Description The Tier 2 Technician is the bridge between basic technical support and specialized expertise. This role involves handling more complex technical issues that have been escalated from Tier 1. The Tier 2 Technician provides advanced troubleshooting, backend support, and ensures efficient resolution of IT-related problems. Remote/hybrid role. Responsibilities & Duties: * Resolve complex technical issues requiring detailed systems and applications knowledge. * Investigate and diagnose problems escalated from Tier 1 support. * Collaborate with other technical teams to find solutions. * Test existing equipment and programs to maintain system capabilities. * Evaluate new systems and software for deployment. * Ensure smooth transitions during system upgrades. * Train end-users on proper use of hardware and software. * Provide guidance for more intricate issues. * Strive for excellent customer service. * Manage, train, and mentor Tier 1 support technicians. * Maintain documentation of resolved issues and solutions. * Categorize and track open bugs or recurring problems. * Develop expertise in specific areas (e.g., network routing, server administration). * Collaborate with external service providers when needed. * Adapt to changing technologies and find innovative solutions. * Other duties as assigned. ## Related Videos - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [Microservices? Monoliths? An Annoying Discussion!](https://www.wearedevelopers.com/videos/970-microservices-monoliths-an-annoying-discussion) - [Developing the Backend with Stefan Lingler, CTO at Shpock](https://www.wearedevelopers.com/videos/100360-developing-the-backend-with-stefan-lingler-cto-at-shpock) - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) - [From Code to Motion: Building an Autonomous Hat-Hunting Robot with Kubernetes & ML](https://www.wearedevelopers.com/videos/1609-from-code-to-motion-building-an-autonomous-hat-hunting-robot-with-kubernetes-ml) ## Related Articles - [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) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [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) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know)