Tier 2 Support Technician

• 3-5 years of IT support or systems administration experience, preferably in an MSP. \n

• Strong Windows Server and Active Directory administration skills, including Group Policy. \n

• Hands-on Microsoft 365 administration (Exchange Online, Entra ID, SharePoint). \n

• Solid networking knowledge: TCP/IP, DNS, DHCP, VPN, VLANs, NAT and routing/switching. \n

• Experience with virtualization, preferably Hyper-V. \n

• Strong problem-solving skills and the ability to work independently on complex issues. \n

• Clear written and verbal communication with clients, peers, vendors and management. \n

• Strong organization and time management, with the ability to balance tickets, projects and changing priorities. \n

• A positive, customer-focused attitude. \n

• A drive to keep learning: you stay curious about new technologies and look for ways to sharpen your skills. \n

• A valid driver’s license and the required minimum auto insurance. \n

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• Resolve escalated tickets from Tier 1 and own complex issues through to resolution. \n

• Administer Windows Server environments, including Active Directory, Group Policy, DNS/DHCP, file shares and Hyper-V. \n

• Manage Microsoft 365 tenants: Exchange Online, SharePoint, Teams, Entra ID and Intune. \n

• Configure and troubleshoot firewalls, switches, wireless and VPNs. \n

• Monitor and maintain backups, patching and endpoint security through RMM and other tools. \n

• Find root causes of recurring problems and recommend permanent fixes. \n

• Mentor Tier 1 technicians and review their escalations so they can handle more on their own. \n

• Create and maintain client documentation and knowledge base articles. \n

• Support projects and on-site work such as server deployments, network changes and office moves. \n

• Escalate to Tier 3 or vendors when needed, and coordinate until the issue is resolved. \n

• Keep accurate ticket notes and time entries in ConnectWise Manage. \n

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• Experience with ConnectWise Manage, NinjaOne or Hudu. \n

• Intune / endpoint management and Autopilot experience. \n

• Firewall experience (Fortinet, SonicWall, Meraki or similar). \n

• Backup and disaster recovery platforms. \n

• Basic PowerShell scripting. \n

• Certifications such as CompTIA Network+/Security+, Microsoft 365 or Azure Administrator, or CCNA. \n

• A bachelor’s degree in IT or a related field (equivalent experience accepted). \n

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Compensation & Benefits

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• Pay: $25.00 - $28.00/hour, depending on experience (approx. $52,000 - $58,000 annually) \n

• 401(k) with up to 6% match \n

• Health, dental and vision insurance \n

• Supplemental insurance options \n

• Flexible spending account \n

• Paid time off \n

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Physical Requirements

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The job involves sitting for long periods and bending, squatting and lifting equipment up to 50 lbs.

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Allied Business Solutions is looking for a Tier 2 Support Technician to take on escalated issues and keep our clients’ environments running smoothly. You’ll resolve problems Tier 1 can’t, handle server, network and cloud administration, and help newer technicians build their skills.