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Support Desk Technician Tier 2
Support Desk Technician Tier 2Proper Sky, Inc. • Abington, Pennsylvania, US
Support Desk Technician Tier 2

Support Desk Technician Tier 2

Proper Sky, Inc. • Abington, Pennsylvania, US
3 days ago
Job type
  • Full-time
  • Permanent
Job description
  • Summary
  • 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, Pennsylvania, US

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