Tier 2 Technical Support Specialist

As a Tier 2 Support Technician, you will provide advanced technical support for end users, systems, and network-connected devices across the organization. This role is responsible for diagnosing and resolving escalated desktop, application, and connectivity issues, both remotely and on-site. You will also support core network infrastructure, assist with maintaining secure and reliable access, and work closely with internal teams and vendors to ensure technology services remain stable, responsive, and efficient., · Provide Tier 2 on-site and remote technical support for employees by troubleshooting escalated hardware, software, and access-related issues.

· Investigate, prioritize, and resolve help desk tickets that require deeper technical analysis beyond first-level support.

· Support user account administration in Microsoft 365, Active Directory, and related systems, including permissions, password resets, and access requests in accordance with company policies.

· Troubleshoot network connectivity issues involving switches, wireless access points, VPN connections, firewalls, and internet service disruptions.

· Assist with configuring, deploying, and maintaining workstations, laptops, tablets, mobile devices, printers, and other endpoint hardware.

· Monitor and support office and site technology infrastructure to ensure reliable performance and minimal downtime.

· Coordinate with third-party vendors and service providers for hardware replacement, network troubleshooting, warranty support, and telecom issues.

· Document troubleshooting steps, root causes, and resolutions to improve knowledge sharing and recurring issue management.

· Support onboarding and offboarding activities, including device setup, account provisioning, access changes, and user orientation to company technology.

Do you have experience in Windows?, Do you have a Associate’s degree?, · 2+ years of experience in a help desk, desktop support, or Tier 2 technical support role.

· Strong working knowledge of Windows operating systems, Microsoft 365, and common endpoint support tools.

· Experience troubleshooting network issues, including TCP/IP connectivity, DNS, DHCP, Wi-Fi, VPN, and basic switch or firewall-related problems.

· Excellent oral and written communication skills with the ability to explain technical issues clearly to non-technical users.

· Strong analytical and troubleshooting skills with the ability to identify root causes and resolve complex technical issues efficiently.

· Understanding of information security best practices related to user devices, access controls, and network-connected systems.

· Ability to work independently, manage multiple priorities, and maintain a high level of service in a fast-paced IT environment.

Preferred Skills

· Hands-on experience supporting and configuring firewalls, switches, wireless networks, and site connectivity.

· Experience with VoIP phone systems, mobile device support, and remote access technologies.

· Familiarity with ticketing systems, remote monitoring tools, and endpoint management platforms.

· Relevant certifications such as CompTIA A+, Network+, Security+, or comparable technical credentials are preferred.