Tier 2 Technical Support Specialist

Read the overview of this opportunity to understand what skills, including and relevant soft skills and software package proficiencies, are required.

Engler IT is a fast-paced and dynamic workplace that focuses on delivering favorable outcomes for our clients. As a results-driven Managed IT Services Provider on the cutting edge of technology and service delivery, we serve many small businesses throughout Maryland, DC, and Northern Virginia. We’re seeking a Tier 2 Support Specialist who can back up our Texas-based support desk and act as boots on the ground when needed. Often, half or more of this position can be performed remotely.

• Why Join Engler IT?
• Innovative Projects

Engler IT is at the forefront of implementing modern IT solutions. As a Tier 2 Technician, you will work on more advanced support cases, system implementations, and technical configurations that challenge your skills and expand your capabilities.

• Collaborative Culture

We foster a culture of teamwork where technicians, engineers, and consultants collaborate daily — including our support desk team in Texas. The best solutions come from collective expertise, open communication, and shared goals.

• Professional Growth

Your development is important to us. Engler IT provides ongoing training, mentorship, and advancement opportunities, helping you continue your technical progression toward senior roles or specialized engineering tracks.

• Competitive Compensation

We value your experience. Engler IT offers competitive salaries, benefits, and performance-based incentives.

• Job Overview

We are seeking a dedicated

• Technical Support Specialist
• to provide expert assistance and troubleshooting for our IT infrastructure and end-user systems. This role involves resolving technical issues, managing computer hardware and software, and ensuring seamless operation across various platforms. The ideal candidate will possess strong communication skills, a customer-focused approach, and a solid understanding of IT support processes. This position offers an opportunity to work in a dynamic environment supporting diverse technologies including Windows, macOS, Andoid, iOS, and network systems.
• Responsibilities
• Provide technical support to end-users via help desk tickets, phone, or email, ensuring timely resolution of issues
• Troubleshoot hardware and software problems across multiple operating systems including Windows, macOS, Andoid, and iOS.
• Manage computer management tasks such as software installation, updates, and configuration
• Support network infrastructure including LAN, VPNs, firewalls, and LAN connectivity issues
• Assist with desktop support tasks such as printer setup, peripheral configuration, and user account management
• Utilize ITSM tools like BMS, VSA, and IT Glue to document incidents and track resolutions
• Perform troubleshooting for software applications including Microsoft Office suite and other enterprise tools
• Support IT infrastructure components such as servers, Microsoft 365, Azure, Google Workspace, and operating system environments
• Communicate effectively with end-users to understand issues and provide clear solutions or escalate as needed
• Maintain documentation of technical procedures and solutions for future reference
• Qualifications
• Proven experience in
• IT support
• help desk
• , or
• desktop support
• roles with a focus on
• computer management
• and troubleshooting
• Strong knowledge of
• operating systems
• including
• Windows
• macOS
• Andriod
• , and
• iOS
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• Familiarity with
• networking concepts
• such as LAN / WAN, VPNs, firewalls, and basic network troubleshooting
• Experience with
• software troubleshooting
• , especially in Microsoft Office applications
• Knowledge of
• IT infrastructure
• components including servers, hardware components, and network devices
• Proficiency with ticketing systems like
• Kaseya BMS
• is preferred
• Excellent
• communication skills
• with the ability to explain technical issues clearly to non-technical users
• Ability to work independently or as part of a team in a fast-paced environment
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are advantageous

This role is ideal for individuals passionate about technology support who thrive on solving complex problems while delivering exceptional customer service.

Job Type : Full-time

Pay : $60,000.00 - $80,000.00 per year

Benefits :

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Willingness to travel :

• 50% (Required)

Work Location : Hybrid remote in Annapolis, MD 21401