What are the responsibilities and job description for the Tier 2 Help Desk position at Patriot Talent Solutions?
Tier 2 Support Technician
Overview
Our client is seeking a Tier 2 Support Technician to provide advanced technical support for a diverse client base. This individual will troubleshoot escalated desktop, server, network, Microsoft 365, and infrastructure issues while delivering exceptional customer service.
The ideal candidate is customer-focused, technically strong, and comfortable working in a fast-paced managed services environment where priorities can shift quickly.
Key Responsibilities
Overview
Our client is seeking a Tier 2 Support Technician to provide advanced technical support for a diverse client base. This individual will troubleshoot escalated desktop, server, network, Microsoft 365, and infrastructure issues while delivering exceptional customer service.
The ideal candidate is customer-focused, technically strong, and comfortable working in a fast-paced managed services environment where priorities can shift quickly.
Key Responsibilities
- Serve as the primary escalation point for Tier 1 support technicians.
- Troubleshoot and resolve issues involving:
- Windows desktop and server environments
- Microsoft 365
- Active Directory
- Networking (switches, firewalls, VPNs, wireless)
- Printers and peripheral devices
- Endpoint security solutions
- Perform root cause analysis and document resolutions.
- Support client onboarding, migrations, upgrades, and infrastructure projects.
- Monitor and maintain client environments proactively.
- Communicate with end users and clients in a professional, customer-focused manner.
- Escalate complex issues to senior engineers when appropriate.
- 3 years of IT support, help desk, desktop support, or systems administration experience.
- Strong Microsoft Windows troubleshooting skills.
- Experience supporting Microsoft 365 environments.
- Working knowledge of:
- Active Directory
- Group Policy
- DNS/DHCP
- VPN connectivity
- Networking fundamentals (TCP/IP, routing, switching)
- Excellent customer service and communication skills.
- Ability to manage multiple priorities simultaneously.
- MSP (Managed Service Provider) experience.
- Experience with RMM and ticketing systems.
- Experience supporting virtualization platforms (VMware or Hyper-V).
- Experience with Azure or cloud technologies.
- CompTIA A , Network , Security , Microsoft certifications, or equivalent.
- How many years of IT support experience do you have?
- Have you worked in a managed services (MSP) environment?
- What percentage of your experience is supporting Microsoft 365?
- Describe your experience with Active Directory and Group Policy.
- What types of networking issues have you troubleshot independently?
- Have you been the escalation point for Tier 1 technicians?
- Tier 2 Support Technician
- Help Desk Lead
- Systems Support Analyst
- Desktop Support Engineer
- IT Support Specialist
- Service Desk Engineer
- Network Support Technician
- MSP Support Technician