IT Support Technician - Tier 2

We are seeking a Tier 2 IT Support Technician to support a diverse portfolio of small and midsized businesses. This role combines hands-on technical troubleshooting, Microsoft 365 and identity administration, proactive endpoint maintenance, and direct client communication in a fast-moving managed services environment.

You will join a small team supporting about 600 users and endpoints across more than 30 managed-service clients. The work is primarily remote, includes occasional Central Ohio client visits, and offers a clear path toward systems administration.

Responsibilities

Troubleshoot and resolve Tier 1 and Tier 2 hardware, software, network, access, Microsoft 365, Windows, and macOS issues.

Administer Microsoft 365 users, devices, licensing, applications, and authentication settings.

Support Active Directory and Microsoft Entra ID accounts, groups, permissions, MFA, and hybrid directory synchronization.

Perform patching, monitoring, routine maintenance, backup checks, and endpoint administration across client environments.

Use remote monitoring and management tools to diagnose issues, deploy approved changes, and maintain endpoint health.

Own support tickets from initial diagnosis through resolution, escalation, documentation, and client follow-up.

Explain technical issues and approved technology standards clearly to users with different levels of technical ability.

Improve documentation, automate routine work, and help reduce recurring support issues.

Assist with virtualization, server, firewall, switch, and infrastructure administration as experience grows.

Hands-on experience providing desktop, help desk, technical support, or managed IT services.

Strong working knowledge of Windows endpoints and common business applications.

Familiarity with Microsoft 365 administration, including users, devices, licensing, and authentication.

Experience supporting Active Directory users, groups, permissions, and access.

Understanding of MFA, identity management, endpoint maintenance, patching, and structured troubleshooting.

Professional written and verbal communication skills and patience with users at different technical levels.

Ability to work independently, manage changing priorities, and travel occasionally to Central Ohio client sites.

Preferred Qualifications

Experience supporting macOS devices in a business environment.

Microsoft Entra ID, hybrid Active Directory, Microsoft Intune, or MFA administration experience.

Experience with an RMM platform and a managed backup platform; NinjaOne and Cove are especially relevant.

Exposure to VMware, Microsoft Hyper-V, firewall administration, switch administration, or server support.

Previous experience supporting multiple clients in an MSP or IT services environment.

CompTIA, Microsoft, or comparable certifications.