Tier 2 IT Support Technician

Are you an IT professional who enjoys solving complex technical problems and helping businesses keep their systems running smoothly? We are seeking a knowledgeable and service-oriented Tier 2 Support Technician to provide advanced technical assistance, troubleshoot infrastructure issues, and support a variety of business IT environments.

In this role, you will serve as a key escalation resource for Tier 1 support, diagnosing technical issues, maintaining critical systems, and helping deliver reliable IT solutions to clients. This is an excellent opportunity for an IT professional with a strong technical foundation who is ready to take on more complex challenges and continue developing their skills., * Investigate and resolve escalated support tickets, identify underlying causes, and implement effective solutions.

• Configure, maintain, and troubleshoot Windows Server environments, Active Directory, DNS, DHCP, and Group Policy.
• Provide technical support for Microsoft 365 applications and services, including Exchange Online, SharePoint, Teams, and user account administration.
• Diagnose and resolve network connectivity issues involving VPNs, firewalls, and related infrastructure.
• Assist with VMware administration and support backup and recovery solutions, including Veeam.
• Monitor and troubleshoot endpoint security tools, investigate alerts, and assist with resolving potential technical issues.
• Maintain accurate documentation of incidents, troubleshooting steps, and resolutions within ConnectWise PSA.
• Support IT infrastructure projects, system migrations, deployments, upgrades, and routine maintenance.
• Collaborate with Tier 1 technicians by providing technical guidance and helping strengthen troubleshooting capabilities.
• Participate in an on-call rotation as needed to help maintain reliable client operations.

• 2-3 years of experience in IT support, help desk operations, or a managed service provider (MSP) environment.
• Hands-on experience supporting Windows Server and Active Directory environments.
• Strong working knowledge of Microsoft 365 and Windows 10/11.
• Understanding of networking fundamentals, virtualization, VPN technologies, and firewall configurations.
• Familiarity with ticketing platforms, remote support tools, and technical documentation.
• Strong analytical and troubleshooting skills with the ability to diagnose and resolve complex issues.
• Excellent communication and customer service skills, with the ability to explain technical concepts clearly.
• Ability to prioritize multiple support requests, work independently, and collaborate effectively with a technical team.

The Ideal Candidate

The ideal candidate is a proactive IT professional who can work through challenging technical issues, take ownership of escalated tickets, and deliver dependable support to clients. You should be comfortable working across multiple technology platforms, identifying root causes rather than just addressing symptoms, and knowing when to collaborate with other technical specialists.

A strong attention to detail, a customer-focused mindset, and a willingness to continue learning will help you succeed in this position.