Tier 2 IT Support Technician

Position Summary

The Tier 2 Technician serves as an intermediate-level IT professional, providing escalated support for technical issues beyond Tier 1 capabilities while assisting in network, server, and application troubleshooting. This role is responsible for resolving more complex technical problems, supporting both remote and onsite clients, and ensuring efficient IT operations. The Tier 2 Technician also plays a crucial role in mentoring Tier 1 staff, documenting resolutions, and contributing to process improvements within the team.

Typical Duties & Responsibilities

Technical Support & Troubleshooting

• Provides second-level support for escalated workstation, network, server, and software issues.

• Diagnoses and resolves network connectivity problems, including Wi-Fi, switching, routing, VPNs, and firewall rules.

• Troubleshoots server and domain-related issues, including Active Directory, Group Policy, file shares, and authentication problems.

• Assists in managing Microsoft 365 environments, including email, OneDrive, Teams, and SharePoint administration.

• Identifies root causes of recurring issues and works on permanent resolutions to reduce ticket volume.

• Escalates unresolved high-level issues to Tier 3 Technicians, providing detailed troubleshooting notes.

Client Service & Communication

• Acts as a point of contact for clients requiring advanced technical support, ensuring professional and efficient resolution.

• Guides and educates clients on IT best practices, security policies, and troubleshooting techniques.

• Works closely with Tier 1 technicians, assisting in training and mentoring to improve overall service quality.

• Follows up on tickets to ensure timely resolutions and excellent customer experience.

• Maintains strong client relationships by proactively identifying IT challenges and providing solutions.

Operational Responsibilities

• Diagnoses and resolves issues related to remote connectivity, VPN access, and authentication failures.

• Configures and troubleshoots network devices, including firewalls, routers, switches, and access points.

• Assists with server maintenance, patching, and performance optimization.

• Supports backup and disaster recovery solutions, ensuring backups are operational and secure.

• Documents troubleshooting procedures, configurations, and solutions in ITGlue for knowledge sharing.

• Conducts security audits and proactive maintenance to prevent future IT issues.

• Manages software installations, updates, and licensing compliance for client systems.

• Assists in the deployment of new IT infrastructure, including workstations, network equipment, and cloud services.

• Works with third-party vendors and service providers to resolve software and hardware issues.

• Ensures ticketing system compliance by entering detailed notes and tracking issue resolutions in ConnectWise Manage.

Required Knowledge, Skills & Abilities

Education & Experience

• Associate degree in IT or a related field (or equivalent work experience).

• Minimum three years of IT support experience, preferably in an MSP environment.

Technical Skills

• Certifications:

o Microsoft Azure preferred.

o CompTIA A , Network , or Security preferred.

• Operating Systems & Infrastructure:

o Proficiency in Windows 10/11 and Windows Server 2016/2019/2022/2025.

o Experience managing Active Directory, Group Policy, DNS, DHCP, and file permissions.

o Knowledge of Microsoft 365 and Azure administration (Exchange, SharePoint, Teams).

• Networking & Security:

o Understanding of IP addressing, VLANs, firewall rules, and VPN configurations.

o Experience troubleshooting switches, routers, and access points.

o Knowledge of endpoint security, antivirus, and best practices for cybersecurity.

• Virtualization, Backup, & Disaster Recovery:

o Familiarity with Hyper-V, VMware, and other virtualization platforms.

o Experience supporting backup solutions such as Datto, Veeam, or Acronis.

• Hardware & Software:

o Experience with server hardware, network switches, routers, and access points.

o Ability to support third-party software applications and troubleshoot compatibility issues

Soft Skills & Work Ethic

• Excellent troubleshooting and analytical skills, with the ability to diagnose complex technical issues.

• Strong written and verbal communication skills, including proper documentation and customer communication.

• Ability to prioritize and manage multiple issues in a fast-paced environment.

• Works well both independently and in a team environment, taking initiative to resolve issues.

• Highly motivated and eager to improve IT processes and client experiences.

• Strong attention to detail and documentation best practices.

Preferred Qualifications

• Experience in an MSP environment is highly preferred.

• Familiarity with ConnectWise Manage, ITGlue, and other PSA/RMM tools.

• Potential to work remotely based on project needs and ticket escalations.