We are seeking an experienced and customer-focused Tier II IT Support Technician to join our Managed Services team. This position is ideal for an IT professional who has a strong technical foundation, enjoys solving more complex problems, and is ready to take greater ownership of client environments and escalated technical issues.
The Tier II Technician will provide advanced remote and on-site technical support, serve as an escalation point for Tier I technicians, and assist with the ongoing management, security, and maintenance of our clients’ IT environments.
A successful Tier II Technician should also be willing to share knowledge with the team, assist Tier I technicians, and contribute to improving internal documentation and processes.
Responsibilities
· Respond to and resolve escalated help desk tickets involving more complex workstation, server, network, Microsoft 365, and application issues.
· Serve as an escalation resource for Tier I technicians and provide technical guidance when needed.
· Troubleshoot Windows desktop and Windows Server environments.
· Administer and troubleshoot Microsoft 365 services, including Exchange Online, Teams, OneDrive, SharePoint, and related applications.
· Manage and troubleshoot Microsoft Entra ID / Azure Active Directory, including user accounts, groups, MFA, permissions, and authentication issues.
· Administer Active Directory, Group Policy, user accounts, security groups, permissions, and related services.
· Troubleshoot network connectivity and infrastructure issues involving DNS, DHCP, VLANs, VPNs, switches, wireless networks, and internet connectivity.
· Configure, troubleshoot, and maintain firewalls and related network security solutions.
· Support VMware and Microsoft Hyper-V virtualized environments.
· Troubleshoot servers, virtual machines, storage, and other infrastructure-related issues.
· Use Remote Monitoring and Management (RMM) tools to proactively monitor, maintain, patch, and troubleshoot client systems.
· Review patching, system health, backup, security, and monitoring alerts and take appropriate corrective action.
· Support endpoint security, EDR, antivirus, email security, MFA, and other cybersecurity solutions.
· Investigate and respond to security alerts and suspected cybersecurity incidents according to established procedures.
· Troubleshoot backup failures and assist with data restoration and disaster recovery procedures.
· Perform new user onboarding and offboarding, including account creation, permissions, licensing, MFA, and workstation configuration.
· Install, configure, and deploy computers, servers, networking equipment, firewalls, wireless access points, and other IT hardware.
· Assist with client technology projects, upgrades, migrations, hardware replacements, and deployments.
· Accurately document troubleshooting steps, resolutions, configurations, passwords/credentials where appropriate, and client communications within company systems.
· Create and maintain technical documentation and internal knowledge-base articles.
· Follow established ticketing, escalation, change management, and cybersecurity procedures.
· Communicate clearly and professionally with clients regarding technical issues, recommendations, and resolutions.
· Mentor and assist Tier I technicians with troubleshooting techniques and technical development.
· Participate in ongoing technical training and professional development.
Requirements
· 3+ years of professional IT support experience, preferably within a Managed Service Provider (MSP) or multi-client environment.
· High school diploma or equivalent required.
· Strong knowledge of Windows 10/11 and Windows Server environments.
· Hands-on experience administering and troubleshooting Microsoft 365.
· Experience with Microsoft Entra ID / Azure Active Directory and Active Directory.
· Working knowledge of Group Policy, user permissions, security groups, and authentication.
· Strong understanding of networking concepts, including DNS, DHCP, VLANs, VPNs, routing, switching, and Wi-Fi.
· Experience troubleshooting firewalls and network infrastructure.
· Working knowledge of VMware and/or Microsoft Hyper-V virtualization technologies.
· Experience using RMM, remote support, and PSA/ticketing platforms.
· Understanding of cybersecurity best practices, including MFA, endpoint security, EDR, email security, and access controls.
· Experience troubleshooting backup and disaster recovery solutions.
· Ability to independently troubleshoot and resolve moderately complex technical issues.
· Ability to recognize when an issue requires escalation to a senior engineer or specialized resource.
· Strong documentation and ticket management skills.
· Excellent customer service, communication, and interpersonal skills.
· Ability to prioritize and manage multiple tickets and technical issues in a fast-paced environment.
· Ability to work independently while also collaborating effectively with other members of the technical team.
· Valid driver’s license and reliable transportation for client visits.
Preferred Skills & Certifications
Experience with any of the following is a plus:
· ConnectWise Manage and/or ConnectWise RMM
· Microsoft Intune and endpoint management
· Fortinet/FortiGate firewalls
· Microsoft Azure
· VMware vSphere/ESXi
· Microsoft Hyper-V
· Backup and disaster recovery platforms
· Endpoint Detection and Response (EDR) solutions
· Email security and spam filtering platforms
· Microsoft Defender
· PowerShell scripting and automation
· VoIP and cloud-based phone systems
· Network switches, wireless access points, and VLAN configuration
· CompTIA Network+ or Security+
· Microsoft certifications
· Fortinet certifications
· Other industry-recognized technical certifications
