Information Technology Support Specialist

Job Title: Tier 2 Technical Support Specialist

Employment Type: Full-Time

Department: Information Technology / Technical Support

Reports To: Technical Support Manager

Position Overview

The Tier 2 Technical Support Specialist provides advanced technical assistance by diagnosing, troubleshooting, and resolving complex hardware, software, network, and infrastructure issues. This role serves as an escalation point for Tier 1 support and plays a key role in maintaining system reliability, security, and operational continuity across the organization.

The ideal candidate has strong hands-on experience with Microsoft 365, network security appliances, backup solutions, endpoint hardware, and virtualization platforms, along with a customer-focused approach to problem resolution.

Key Responsibilities

• Act as the escalation point for Tier 1 technical support issues requiring advanced troubleshooting.
• Provide support for Microsoft Office 365 (Exchange Online, Outlook, Teams, OneDrive, SharePoint).
• Diagnose and resolve issues related to Windows and macOS (Macintosh) environments.
• Support and maintain SonicWall firewalls and Ubiquiti network switches.
• Administer and troubleshoot Vantage/Vontage systems (as applicable to business operations).
• Support backup and disaster recovery solutions including Veeam and Synology Backup.
• Troubleshoot server and infrastructure issues within virtualized environments and hypervisors.
• Provide support for Dell desktops, laptops, and servers.
• Configure, troubleshoot, and maintain Zebra handheld devices and thermal printers.
• Investigate VoIP and telephony-related issues as needed.
• Manage and resolve incidents using Jira or similar ticketing systems.
• Document issues, root causes, and resolutions within the ticketing system and knowledge base.
• Collaborate with IT infrastructure teams, vendors, and service providers to resolve complex issues.
• Identify recurring issues and recommend long-term solutions or system improvements.
• Ensure adherence to IT security policies, backup procedures, and best practices.
• Provide technical guidance and mentoring to Tier 1 support staff.
• Participate in on-call rotations and after-hours support as required.

Required Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• 3+ years of experience in technical support, help desk, or desktop support with Tier 2 responsibilities.
• Hands-on experience supporting Office 365 environments.
• Strong experience with Windows and macOS operating systems.
• Working knowledge of networking fundamentals, including firewalls, switches, VLANs, and VPNs.
• Experience with backup solutions such as Veeam and Synology.
• Familiarity with server virtualization and hypervisor platforms.
• Experience supporting enterprise hardware including Dell systems.
• Proficiency with ticketing systems, preferably Jira.
• Excellent troubleshooting, analytical, and communication skills.

Preferred Qualifications

• Experience with SonicWall firewall administration.
• Experience supporting Zebra mobile devices and thermal printing environments.
• Experience with Ubiquiti networking equipment.
• Knowledge of VoIP systems.
• Relevant certifications (CompTIA A+, Network+, Microsoft, Veeam, ITIL).

Key Competencies

• Strong customer service orientation with ownership of issues through resolution.
• Ability to prioritize and manage multiple tickets in a fast-paced environment.
• Detail-oriented with strong documentation and process discipline.
• Ability to communicate technical concepts clearly to non-technical users.
• Collaborative team player with the ability to work independently.