User Support Tier II Technician

Global CTI is seeking a skilled, motivated, and customer-focused User Support Technician - Tier 2 to join our growing Managed Services team.

At Global CTI, we pride ourselves on delivering exceptional IT and telephony solutions while maintaining a strong culture built around our core values: Pride, a Willingness to Sweep Floors, and Simple, Not Flashy. We believe great service starts with great people, and we’re looking for team members who enjoy solving problems, supporting others, and continuously growing their technical skills.

This role is ideal for someone who enjoys working in a fast-paced support environment, troubleshooting a wide variety of technical issues, and collaborating with a team that values accountability, communication, and customer service.

Location

Hybrid remote position based in Corona, CA Travel to client sites throughout Southern California as needed.

Schedule

• Monday through Friday, 8:00 AM to 5:00 PM
• Participation in a rotating after-hours on-call schedule is required
• One Saturday per month required for scheduled maintenance activities
• Occasional overtime based on client and operational needs, * Resolve Tier 2 technical support issues and escalated service requests
• Troubleshoot Windows PCs, printers, Microsoft 365, email, internet connectivity, and network access issues
• Diagnose and resolve hardware, software, and user account problems
• Create and manage users, groups, and permissions within Active Directory
• Administer Microsoft 365 environments, including mailbox and licensing management
• Install and configure Windows 11 operating systems and business applications
• Support and maintain Windows Server, Hyper-V/VMware environments, and network infrastructure
• Utilize remote support and monitoring tools to troubleshoot client systems and devices
• Collaborate with Tier 1 technicians and senior engineers to resolve complex technical issues
• Document troubleshooting steps, resolutions, and client communication within the ticketing system
• Participate in team collaboration, training, and knowledge-sharing initiatives
• Provide onsite troubleshooting and support for client environments when needed

Do you have experience in Hardware support?, * Minimum 3 years of experience supporting Microsoft Windows workstations and servers in a business environment

• Strong troubleshooting and problem-solving skills
• Experience with Microsoft 365 and Active Directory administration
• Ability to prioritize and manage multiple support requests effectively
• Excellent communication and customer service skills
• Experience working in a Managed Services Provider (MSP) environment preferred
• Familiarity with networking concepts, routers, switches, WiFi, and firewall technologies
• Experience supporting macOS environments is a plus
• CompTIA A+, Network+, Microsoft certifications, or similar certifications are highly desirable, * A customer-service-first mindset
• Strong accountability and attention to detail
• Someone who works well independently and as part of a team
• A willingness to learn, be coached, and grow professionally
• A positive, can-do attitude and strong work ethic

If you’re looking to join a collaborative team where your technical skills, initiative, and customer service mindset are valued, we encourage you to apply and become part of the Global CTI team.

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance
• Flexible spending account, * Pay range: $30.00 - $35.00 per hour, depending on experience and certifications
• Medical, Dental, and Vision insurance
• FSA/HSA options
• 401(k) retirement plan
• Paid holidays, vacation, and sick time
• Employee recognition programs
• Opportunities for professional development and growth, * 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance