Tier 2 IT Support Specialist

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<>Title: Tier 2 IT Support Specialist

Location: Manchester, CT(Onsite)

Type: Full-time<>

Role And Responsibilities

About the job Tier 2 IT Support Specialist

Advanced Troubleshooting

• Diagnose and resolve complex hardware, software, and network issues requiring deep technical expertise.
• Perform root-cause analysis to prevent recurring incidents.
  
  

System Administration

• Manage and maintain user accounts, permissions, and security policies in Active Directory and Microsoft 365.
• Support and execute backup processes, disaster recovery procedures, and system restorations.
  
  

Network Management

• Troubleshoot connectivity issues across VPNs, DNS, DHCP, VLANs, firewalls, WiFi access points, and switching infrastructure.
• Assist in configuring and optimizing network equipment to ensure reliable performance.
  
  

Documentation & Process Improvement

• Maintain detailed and accurate records of support requests, resolutions, and system changes.
• Contribute to the development of internal knowledge bases, SOPs, and continuous improvement initiatives.
  
  

Mentorship & Collaboration

• Support and mentor Tier 1 Help Desk staff by providing guidance and technical escalation assistance.
• Coordinate with third-party vendors, MSP partners, and Level 3 engineers to resolve advanced issues.
  
  

Management & Organizational Skills

• Prioritize and manage ticket queues effectively, ensuring timely resolution of client issues.
• Potentially oversee daily help desk operations or act as a team lead to support workflow and team efficiency.
  
  

Experience

• 2-4 years of experience in IT support or help desk roles.
• Prior experience in a Managed Service Provider (MSP) environment is highly desirable.
  
  

Technical Proficiency

• Strong knowledge of Windows/macOS, Microsoft 365, Active Directory, and Azure AD.
• Understanding of network protocols, firewall management, VPN technologies, DNS/DHCP, VLANs, and WiFi systems.
• Experience with RMM tools such as DATTO is essential.
  
  

Soft Skills

• Excellent customer service and communication abilities in a fast-paced, client-facing environment.
• Strong problem-solving skills, attention to detail, and the ability to remain composed under pressure.
  
  

Education & Certifications

• Bachelors degree in Information Technology or a related field is a plus.
• Relevant certifications such as CompTIA A , Network , Security , or Microsoft Certified Professional (MCP) are preferred.
  
  

Industry-Specific Knowledge

• Experience supporting dental industry applications, including imaging systems and practice management software, is a significant advantage.