Hybrid Technical Support Specialist - MSP (Tier 2)

[HYBRID] IT Support Specialist (Tier 2) - Long-Term Stability, Modern Flexibility

Location: Akron, OH; Hybrid Flexibility after 3-6 months

Salary: $70,000-$85,000

Benefits: Medical, Vision, Dental, 401k, Holidays, PTO, Paid Certification and Training Programs, Compensation Growth Through Certifications

Job Type: Full-Time

Typical Hours: M-F, 8am-5pm Great Work/Life Balance!

Start Date: ASAP

Sponsorship is not available

[HYBRID] IT Support Specialist (Tier 2) Description

Our client, a growing MSP, is seeking an IT Support Specialist (Tier 2) to join their team in Akron. This role offers the best of both worlds, combining a variety of technical work with the flexibility of a hybrid schedule once you're fully ramped up. You'll spend about 75% of your time supporting end users and resolving tickets, with the remainder focused on more advanced systems and infrastructure troubleshooting. While this is a support-focused role, it's far from traditional Help Desk work. You'll independently troubleshoot Microsoft 365, Active Directory, Group Policy, Windows Server, DNS/DHCP, networking, and security issues beyond basic password resets and workstation support. While MSP experience is preferred, they're also open to candidates from internal IT environments who have worn multiple hats and enjoy solving a wide range of technical challenges. This is an opportunity to join a stable team with excellent tenure, true work life balance, flexibility when needed, and a leadership team that prioritizes employee well-being over burnout. The company has built a reputation for retaining employees by offering the support, flexibility, and work life balance that can be difficult to find within the MSP industry.

Hybrid Schedule: Onsite training is required for the first 3 to 6 months. Once fully ramped up, employees have the flexibility to work from home a couple of days per week.

[HYBRID] IT Support Specialist (Tier 2) Responsibilities

• Provide technical support via phone, email, and ticketing system

• Troubleshoot Microsoft 365, Windows, server, and networking issues

• Administer Microsoft 365, Active Directory, Group Policy, DNS, and DHCP

• Manage user accounts, permissions, security groups, and access

• Configure workstations, laptops, mobile devices, and user accounts

• Support employee onboarding, offboarding, and workstation deployments

• Troubleshoot VPN, firewall, printer, and connectivity issues

• Respond to cybersecurity incidents and security alerts

• Communicate directly with clients throughout issue resolution

• Document ticket activity and collaborate with senior engineers

[HYBRID] IT Support Specialist (Tier 2) Qualifications

• 4 years of IT support experience beyond traditional Tier 1 Help Desk required

• Windows Server troubleshooting experience required

• Active Directory and Group Policy experience required

• Microsoft 365 administration and troubleshooting required

• Network troubleshooting experience including VPNs, firewalls, and switches required