IT Technician Tier II

Job Summary

The IT Technician – Tier II provides advanced technical troubleshooting and escalation support for complex hardware, software, and network issues across commercial and residential client environments. This role resolves incidents escalated from Tier I technicians, performs onsite technical support, and assists with system administration, network configuration, and infrastructure troubleshooting.

Essential Functions

• Diagnose, troubleshoot, and resolve advanced hardware, software, and network issues escalated from Tier I technicians across multiple client environments.
• Provide remote and on-site technical support for desktops, laptops, mobile devices, servers, printers, and peripheral equipment in both commercial and residential settings.
• Administer and support Microsoft 365 environments, including user account management, licensing, security settings, and email troubleshooting.
• Configure, maintain, and troubleshoot network infrastructure, including routers, switches, wireless access points, VPN connections, and firewalls.
• Assist with Active Directory administration, including user provisioning, permissions management, group policy updates, and identity access support.
• Utilize Remote Monitoring and Management (RMM) and ticketing systems to monitor device health, deploy patches, perform system maintenance, and resolve service requests efficiently.
• Perform system deployments, workstation imaging, and hardware replacements, ensuring devices meet security and configuration standards.
• Troubleshoot and resolve connectivity issues across LAN/WAN environments, including DNS, DHCP, VPN, and cloud service integrations.
• Coordinate with internal teams and external vendors to resolve complex technical incidents, equipment failures, or service disruptions.
• Document troubleshooting steps, root causes, and resolutions in the ticketing system and knowledge base to improve organizational learning and service efficiency.
• Maintain compliance with service level agreements (SLAs) and departmental procedures to ensure timely and high-quality service delivery.
• Provide clear and professional communication to clients, translating technical issues into understandable terms while maintaining a high level of customer service.
• Assist senior technicians or engineers with system upgrades, infrastructure improvements, and technology implementations.
• Follow established security, configuration, and operational standards when installing, maintaining, or modifying client systems.
• Support continuous improvement initiatives by identifying recurring technical issues and recommending solutions that enhance reliability and client satisfaction.

Minimum Qualifications

• High school diploma or GED required, Associate degree in Information Technology, Computer Science, or a related field preferred.
• Three (3) to five (5) years of professional IT support experience, preferably within a managed services provider (MSP), technology services firm, or multi-client technical support environment.
• Demonstrated experience supporting Windows operating systems, Microsoft 365 environments, and end-user hardware including desktops, laptops, mobile devices, and peripheral equipment.
• Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPN connectivity, wireless networks, and basic firewall configuration.
• Experience administering Active Directory user accounts, permissions, and group policy settings.
• Experience utilizing remote monitoring and management (RMM) tools, remote support software, and ticketing systems to diagnose and resolve service requests.
• Ability to troubleshoot and resolve complex technical issues independently, while recognizing when escalation to senior engineers is required.
• CompTIA A , Network , or equivalent technical certification preferred, or the ability to obtain certification within a specified timeframe.
• Experience supporting cloud platforms such as Microsoft Azure, AWS, or Google Cloud environments is preferred but not required.
• Strong written and verbal communication skills with the ability to explain technical issues clearly to non-technical clients.
• Valid driver’s license and the ability to travel to client locations within the Memphis metropolitan area when on-site technical support is required.

Required Knowledge

• Knowledge of Windows operating systems, workstation hardware, and common business software applications.
• Knowledge of Microsoft 365 administration, including user accounts, licensing, email troubleshooting, and collaboration tools.
• Knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPN connectivity, and wireless networking.
• Knowledge of Active Directory administration, including user provisioning, permissions management, and group policy fundamentals.
• Knowledge of remote monitoring and management (RMM) systems, remote support tools, and IT ticketing platforms.
• Knowledge of endpoint security practices, patch management, and system configuration standards.
• General understanding of cloud services such as Microsoft Azure, AWS, or similar hosted environments.

Required Abilities

• Ability to diagnose and resolve complex technical issues across multiple client environments.
• Ability to prioritize and manage multiple service requests while meeting service level expectations.
• Ability to communicate technical information clearly to both technical and non-technical users.
• Ability to work independently with minimal supervision while collaborating effectively with team members.
• Ability to analyze problems, identify root causes, and implement appropriate solutions.
• Ability to maintain accurate documentation of troubleshooting steps, configurations, and service activities.
• Ability to adapt to changing technologies and quickly learn new systems and tools.
• Ability to provide professional customer service in both remote and on-site support environments.