We are seeking an experienced Tier 2 IT Support Tech id MSP background. You’ll tackle a mix of desktop, server, networking, and business-critical application issues across diverse client environments.
As the escalation point for tickets, you’ll handle both routine and complex challenges, manage your workload efficiently, and collaborate with peers to meet SLAs and keep clients happy. If you have a strong Tier 2 foundation, thrive in fast-paced environments, and bring technical expertise with attention to detail — we’d love to hear from you!
Qualifications
- Experience & Education: Minimum 5+ years in IT support with at least 3+ years in a Tier 2 or higher role (MSP strongly preferred). Associate’s degree or higher in Computer Science, IT, Systems Engineering, or equivalent professional experience preferred. Certifications (Microsoft, Cisco, CompTIA, etc.) are a plus.
- Technical Skills: Proficiency in Windows OS support, Microsoft 365 administration, Active Directory/AD Sync, domain/permissions management, RMM tools, and PSA/ticketing systems. Strong understanding of networking (TCP/IP, DNS, DHCP, VPNs, VLANs, routing protocols, firewalls, wireless). Hands-on experience with virtualization environments, terminal servers, and remote app delivery.
- Support & Problem-Solving: Ability to troubleshoot and support both software and hardware, including vendor-specific and third-party applications. Excellent communication, documentation, and client service skills. Proven ability to multi-task, prioritize, and manage workload effectively in a fast-paced environment.
Responsibilities
- Technical Support & Troubleshooting: Serve as a Tier 2 escalation point for both routine and complex IT issues. Troubleshoot and resolve desktops, applications, servers, networking, virtualization, and domain services. Provide advanced support for Microsoft 365, Active Directory, RDS/Terminal Services, Group Policy, and MFA.
- Networking & Connectivity: Handle connectivity issues including firewalls, VPNs, VLANs, DNS/DHCP, and wireless infrastructure.
- Service Delivery: Take ownership of customer issues from intake through resolution, ensuring SLA compliance and customer satisfaction. Perform root cause analysis to prevent recurring issues, escalate unresolved issues appropriately, and document solutions to contribute to shared knowledge resources.