Tier 2 IT Technician (Onsite - In Office)

We're looking for a Tier 2 IT Technician who can own escalated tickets, work independently at client sites, and solve problems without hand-holding. This isn't an entry-level seat. You'll be the person Tier 1 escalates to, the one walking into a client's office to fix what's broken, and a key part of keeping our clients' networks running clean. You will also handle Tier 1 overflow tickets.

You'll split time between our Franklin office and on-site visits to client locations, so reliable transportation and a professional presence in front of clients are both essential.

What You'll Do

• Resolve escalated tickets across desktop, server, network, and cloud environments
• Troubleshoot and configure routers, switches, firewalls, and wireless (we run a lot of UniFi)
• Administer Windows Server, Active Directory, and Microsoft 365 / Azure environments
• Support and troubleshoot VoIP systems and endpoints
• Set up, image, and deploy workstations, servers, and network gear
• Manage and verify backups, patching, and endpoint security
• Perform on-site installs, diagnostics, and repairs at client locations
• Write clean documentation and keep ticket notes thorough and current
• Provide guidance to Tier 1 staff and occasionally assist on larger projects, This will start as a 1099 independent contractor position. As a contractor, you'll be responsible for your own taxes, and you'll supply your own basic tools where noted. The goal is for you to work 8 to 12 weeks as a contractor, determine if this is the right fit for you and then move into a standard W2 employee. Compensation is based on experience - let's talk specifics when we connect.

Do you have a valid Driver's License license?, Do you have experience in VLAN?, * 2+ years of hands-on IT support experience, ideally in an MSP or multi-client environment

• Solid networking fundamentals - TCP/IP, DNS, DHCP, VLANs, basic firewall config
• Working knowledge of Windows Server, Active Directory, and Microsoft 365 administration
• Comfort troubleshooting hardware, software, and connectivity issues independently
• Experience with a ticketing/PSA and remote monitoring (RMM) tools
• Strong communication skills and a professional demeanor with clients
• Valid driver's license and reliable transportation
• Ability to lift and move equipment (servers, workstations, networking gear)

Nice to Have

• CompTIA A+, Network+, or Security+ (or equivalent experience)
• Microsoft, Cisco, or Ubiquiti certifications
• Firewall experience (UniFi, Fortinet, SonicWall, etc.)
• VoIP / UCaaS platform experience
• Backup and disaster recovery tooling
• Any scripting (PowerShell a plus)

Pulled from the full job description

• Paid time off
• Employee discount
• Flexible schedule, * Employee discount
• Flexible schedule
• Paid time off

Resolute Technology is a managed services provider (MSP) serving small and mid-sized businesses across south-central Kentucky. We handle the full stack for our clients - networking, VoIP, cybersecurity, cloud, and day-to-day IT support - and we pride ourselves on doing it right, not just fast. We're a lean, hands-on shop where the work is varied, the clients are local, and what you do actually matters.