Tier 2 Technical Support Specialist

• Provide Tier 1 and Tier 2 remote and onsite technical support for end users.
• Troubleshoot and resolve issues involving:
• macOS and Windows operating systems
• Microsoft 365
• Email and productivity applications
• Printers and peripherals
• Workstations and laptops
• Network connectivity and Wi-Fi
• Mobile devices
• Configure and deploy new computers and migrate user data.
• Document support requests and maintain accurate technical documentation.
• Escalate complex issues when necessary while maintaining ownership of the customer experience.

Networking & Infrastructure

• Program, configure, and install Ubiquiti networking equipment, including gateways, switches, wireless access points, and cloud management.
• Deploy and support Ubiquiti camera systems and associated hardware.
• Perform onsite network installations, troubleshooting, firmware updates, and optimization.
• Assist with structured cabling verification and basic network diagnostics.
• Maintain organized documentation for deployed systems and client environments.

Concierge IT Services

• Deliver white-glove technology support to executives, high-net-worth individuals, and families.
• Assist clients with personal technology ecosystems, including computers, mobile devices, home networking, and smart technology.
• Maintain the highest levels of discretion, professionalism, and confidentiality.
• Build trusted relationships through exceptional communication and customer service.

Do you have a valid Driver’s License license?, Do you have experience in macOS administration?, Mission IT AV is seeking a motivated and customer-focused Tier 2 IT Support / Network Specialist to join our growing team. This role combines traditional IT support with hands-on network deployment and configuration for both residential and commercial clients.

The ideal candidate is equally comfortable troubleshooting a MacBook, configuring a Windows workstation, deploying a Ubiquiti network, or assisting a high-net-worth client with technology in their home. This position requires exceptional technical aptitude, professionalism, and the ability to communicate complex concepts in a simple and approachable manner. Customer service is extremely important for this role., * Minimum of 2 years of professional experience providing Tier 1 and Tier 2 IT support.

• Strong working knowledge of both Windows and macOS environments.
• Demonstrated experience configuring and supporting Ubiquiti networking equipment and camera systems.
• Understanding of TCP/IP networking, DHCP, DNS, VLANs, Wi-Fi, and VPN technologies.
• Experience with Microsoft 365 administration and troubleshooting.
• Excellent problem-solving and diagnostic skills.
• Strong written and verbal communication abilities.
• Ability to explain technical concepts to non-technical users in a patient and understandable way.
• Highly organized with the ability to manage multiple priorities simultaneously.
• Valid driver’s license and reliable transportation for travel to client sites., * Experience working in a Managed Service Provider (MSP) environment.
• Familiarity with luxury residential technology or smart home environments.
• Experience with endpoint security, backups, and remote management tools.
• Knowledge of audio/video systems or access control technologies is a plus.

Pulled from the full job description

• Paid time off
• Employee discount, * Resolve technical issues efficiently while delivering an outstanding customer experience.
• Take ownership of projects from planning through deployment.
• Communicate proactively with clients and teammates.
• Demonstrate professionalism and discretion when working with private clients.
• Continuously expand their technical knowledge and contribute to process improvements.

Pay: $25.00 - $30.00 per hour

Benefits:

• Employee discount
• Paid time off