Support Desk Technician Tier 2
Proper Sky - Managed IT ServicesAbington, PA, United States1 day ago
Job type
- Full-time
- Permanent
Job descriptionSummary All potential candidates should read through the following details of this job with care before making an application. The Support Desk Technician (Tier 2) at Proper Sky is a key member of our service delivery team, responsible for resolving complex technical issues, supporting escalations, and ensuring a seamless IT experience for our clients. This role requires a strong technical foundation in Microsoft 365, networking, and server administration, paired with exceptional communication skills and a client-first mindset. You'll troubleshoot advanced support tickets, mentor junior technicians, and contribute to documentation and process improvements. The ideal candidate is a proactive, solutions-driven professional who thrives in a fast-paced MSP environment and is committed to service excellence. What you'll do Technical Troubleshooting & Resolution : Assess Urgency and Impact of each problem to ensure the appropriate resolution timeline is achieved. Triage all assigned tickets in a manner that matches the urgency and impact to our clients organization. Diagnose and resolve complex end-user issues related to desktops, laptops, printers, and mobile devices Troubleshoot server and network-related issues (DNS, DHCP, VPN, Active Directory, etc. Troubleshoot escalated support tickets from a Tier 1 technician Identify root causes and implement permanent fixes Provide remote and occasional on-site support for critical issues Problem Escalation Support : Provide technical assistance and mentorship to Tier 1 and junior technicians Escalate issues to Tier 3 or engineering teams when necessary, with detailed documentation Identify root causes of escalated issues and ensure SOP's are documented to ensure next-level support can resolve the issue if it repeats. Collaborate with project teams on migrations, upgrades, and deployments Participate in team standups and knowledge-sharing sessions Project Execution : Execute defined scopes of work based on engineering or service manager assignments Provide status updates on assigned project tasks and collaborate closely with Project Managers, Engineers, and Service Managers Identify risks or blockers during project execution and escalate appropriately Documentation & Continuous Improvement : Maintain accurate and up-to-date documentation in ConnectWise, Hudu and the knowledge base Contribute to internal process improvements and standard operating procedures (SOPs) Flag recurring issues and propose solutions to reduce repeat incidents Client Engagement : Provide professional and empathetic communication to clients via phone, email, and ticketing systems Ensure timely and accurate updates to clients on issue status and resolutions Maintain customer satisfaction by meeting or exceeding SLAs and expectations for each problem you are navigating Work Schedule : The Support Technician role covers the 8am-5pm EST shift. The position is subject to covering a rotating On-Call shift from 5pm-10pm (Weekdays) and 8am-5pm (Weekends / Holidays) to respond to after-hours emergency requests. Work Location : This role is a hybrid role and reports locally to Proper Sky's headquarters in Abington, PA for all scheduled shifts. Qualifications Education & Technical Experience : 5+ years of relevant hands-on IT support experience in a helpdesk, MSP, or technical support environment Certifications such as CompTIA Network+ / Security+, Microsoft AZ-104, Azure Administrator Associate and Cisco CCNA a plus ITIL Foundation 4 or higher Strong knowledge of Microsoft 365, Azure AD, Exchange Online, SharePoint, Teams, and Intune Proficient in troubleshooting Windows OS, servers, networking issues (DNS, DHCP, VPN, VLANs, firewalls) Familiarity with backup systems, EDR platforms, and RMM tools Experience with ConnectWise Manage, Automate, ScreenConnect, or similar tools preferred Soft Skills : Strong verbal and written communication skills Ability to manage multiple tasks and prioritize in a fast-paced environment Self-starter with a continuous learning mindset Team player with mentoring capabilities Highly organized, detail-oriented, and customer-service driven Call-To-Action If you're ready to make an impact and be part of a passionate team that values innovation and customer service, we invite you to apply today! Join us at Proper Sky, where your expertise will shine. Job Type : Full-time Pay : $45,500.00 - $55,000.00 per year Benefits : 401(k) 401(k) matching Dental insurance Employee assistance program Health insurance Paid time off Vision insurance Work Location : In person
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Desk Technician Tier • Abington, PA, United States
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