Technical Support Specialist (TSS - Tier 2)

Position Summary

The Technical Support Specialist serves as the critical intermediary between frontline (Tier 1) support and advanced IT teams. This role handles escalated technical support tickets, resolving more complex issues involving hardware, software, networking, and security. The specialist ensures smooth handoff between service tiers, allowing higher-level personnel, such as the Systems Administrator and IT Manager, to focus on larger scale deployments and advanced technical projects. This position demands strong analytical skills, a high level of technical proficiency, and the ability to mentor Tier 1 support staff.

Criteria

Education & Experience

• Associates degree in a technical or related field OR three years of relevant technical support experience.
• Experience with enterprise-level troubleshooting, networking, virtualization, or cloud-based systems preferred.

Skills & Abilities

• Excellent analytical, troubleshooting, and communication skills.
• Strong knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN), advanced Windows/macOS troubleshooting, and cloud-based environments (Azure, O365).
• Ability to mentor junior staff, prioritize multiple tasks effectively, and handle complex technical incidents autonomously.

Certifications/Licenses

• Preferred: CompTIA Network , Microsoft Certified: Azure Administrator Associate, Cisco CCNA, or other relevant certifications.
• Valid Tennessee Class “D” license preferred.

Physical Demands

• Regular computer keyboard usage.
• Ability to transport and install technical equipment (up to 50 lbs).
• Occasional on-site support visits.

Work Environment

• Primarily office-based with occasional field tasks.
• Participation in on-call rotations, and willingness to work weekends or after hours when needed.

Essential Functions

• Advanced Incident Resolution
• Manage and resolve escalated support tickets from Tier 1, addressing more complex hardware, software, and networking issues.
• Tier Coordination & Communication
• Serve as liaison between Tier 1 support and higher-level IT staff, ensuring effective communication and efficient ticket escalation.
• Mentorship & Training
• Provide ongoing guidance, training, and mentorship to Tier 1 technical support personnel.
• System Monitoring & Maintenance
• Monitor and maintain IT systems and network infrastructure, identifying potential issues and performing preventative maintenance.
• Security & Compliance
• Adhere to and enforce IT security protocols, including regular system updates, vulnerability assessments, and compliance checks.
• Documentation & Knowledge Base Management
• Contribute to and maintain documentation, knowledge bases, and procedural manuals to support continual service improvement.
• Vendor Coordination & Support
• Coordinate with external vendors for warranty claims, service support, and product evaluations.
• Professional Development
• Participate in ongoing professional training and certification efforts to remain current with industry trends and technologies.

Job Type: Full-time

Pay: From $50,000.00 per year

Benefits:

• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Compensation Package:

• Yearly pay

Work Location: In person

Salary : $50,000