What are the responsibilities and job description for the Tier 2 IT Support Specialist position at SJ Mobilita?
Tier 2 IT Support Specialist
Role and Responsibilities
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.
Salary : $55,000 - $65,000