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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Tier 2 IT Technician - **Company:** ENLIGHTEN ENTERPRISES, INC. - **Location:** United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Business Software, Software Documentation, Information Systems, Data Recovery, Disaster Recovery, Networking Hardware, Virtual Private Networks (VPN), Microsoft Software, Windows Servers, Network Configuration and Change Management, Network Administration, Virtual Local Area Networks, Wireless Networks, Network Switches, Sonicwall, Firewalls (Computer Science), Computer Equipment, Information Technology, Fortinet, Hardware Infrastructure - **Published:** September 3, 2026 - **Apply:** https://www.careerbuilder.com/job-details/tier-2-it-technician-murfreesboro-tn--d43e9f27-7ada-49f3-82dd-e7331bcea2b0 ## About the Role * 2-4+ years of hands-on IT support experience, preferably in an MSP environment * Ability to troubleshoot technical issues independently and efficiently * Strong working knowledge of Windows Server, Active Directory, and Microsoft 365 administration * Ability to plan and execute projects with minimal supervision * Valid driver's license and reliable transportation for onsite visits Physical Requirements: * Ability to lift and transport computer equipment and related hardware * Ability to work at client locations, including occasional crawling under desks or working with cabling and equipment setups Preferred Qualifications: * Prior MSP experience with Autotask, Datto RMM, and IT Glue (or similar PSA/RMM/documentation stack) * Experience with Microsoft 365, Windows operating systems, and common business applications * Experience with SonicWall, Fortinet, Ubiquiti, or Meraki networking gear * Bachelor's degree in information technology, computer science, or related field Performance Expectations/KPIs: * Consistently resolve escalated tickets within target SLAs * Reduce escalations to senior engineers by resolving issues at the Tier 2 level * Maintain accurate, thorough documentation for all work and client environments * Contribute to Tier 1 skill development through mentoring and knowledge sharing Skills: Communication Skills, Computer Science, Customer Support/Service, Data Recovery, Disaster Recovery, Documentation, Documentation Standards, Driver's License, Firewalls, Identify Issues, Information Technology & Information Systems, Mentoring, Microsoft Active Directory, Microsoft Product Family, Microsoft Windows Server, Network Administration/Management, Network Configuration Management, Network Switching, Network System Hardware, Problem Solving Skills, Project Planning, Service Level Agreement (SLA), SonicWALL, Systems Administration/Management, Technical Support, Technical Writing, Testing, Time Management, VLAN (Virtual Local Area Network), VPN (Virtual Private Network), Vendor/Supplier Management, Wireless Communications ## Description The Tier 2 IT Technician handles escalated and advanced technical issues that Tier 1 technicians cannot resolve, and serves as a technical resource for the support team. In addition to day-to-day support, this role takes ownership of complex troubleshooting, small-scale projects, and system administration across client environments. The Tier 2 Technician is expected to work independently with minimal supervision, mentor junior staff, and ensure client infrastructure remains stable, secure, and well-documented., * Serve as the escalation point for Tier 1 technicians, resolving advanced hardware, software, networking, and server issues * Configure and troubleshoot networking equipment including firewalls, managed switches, VLANs, VPNs, and wireless infrastructure * Manage backup and disaster recovery solutions - verify backups, test restores, and respond to failures * Lead or assist with client projects such as server migrations, workstation rollouts, network upgrades, and Microsoft 365 tenant migrations * Maintain and improve technical documentation standards * Maintain professionalism and strong customer communication throughout the support process * Ensure timely follow-up and completion of assigned tasks and tickets * Own tickets end-to-end and manage escalations to vendors or senior engineers when necessary * Accurately document all work performed by entering detailed notes, updates, and time entries into every ticket worked on ## Related Videos - [WeAreDevelopers LIVE - Back to CODE100](https://www.wearedevelopers.com/videos/1909-wearedevelopers-live-back-to-code100) - [Winning the Hybrid Cloud](https://www.wearedevelopers.com/videos/432-winning-the-hybrid-cloud) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [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) - [5 Years in Cloud Native: The Good, the Bad, and the Bill](https://www.wearedevelopers.com/videos/100111-5-years-in-cloud-native-the-good-the-bad-and-the-bill) - [Resilient by Design: Building Robust Architectures in High-Stakes Financial Systems](https://www.wearedevelopers.com/videos/2106-resilient-by-design-building-robust-architectures-in-high-stakes-financial-systems) ## 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) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [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) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023)