Tier 2 IT Support Specialist

Requirements

Must have :

To be successful in this position, you should possess the following technical skills : proficiency in Windows desktop / server operating systems, Office 365, Active Directory, and Group Policy. Knowledge of networking fundamentals such as DNS, DHCP, firewalls, and VPNs is essential, along with experience with backup, RMM, and PSA tools (for example, ConnectWise PSA, Datto backup stack, and Datto RMM). Familiarity with endpoint security and compliance best practices will be beneficial. We seek candidates with strong problem?solving and analytical skills, as well as excellent written and verbal communication abilities. You should be capable of working independently and collaboratively, with a customer?first approach characterized by patience and empathy. Ideally, you will have 24 years of experience in IT support, particularly within a Managed Service Provider (MSP) environment, and certifications such as CompTIA A+ / N+ / S+, MCSA, Azure, or Microsoft 365 Fundamentals would be a plus.

Responsibilities

In this role, you will handle various responsibilities, including providing technical support and troubleshooting by responding to assigned help?desk tickets and addressing workstation, server, and network issues. Your expertise will cover environments like Windows desktops / servers, Office 365, Active Directory, and cloud applications. Youll also be tasked with managing backup systems, patch management, and antivirus / EDR platforms while addressing line?of?business applications and vendor escalations as necessary. Expect to manage remote support sessions and make on?site visits for clients, which will involve 50% travel and 50% in?office work using a company vehicle for site visits. Additionally, you will perform user account management, assist with server and workstation monitoring, and support firewall and VPN troubleshooting. Your collaborative efforts will include working alongside senior engineers to resolve complex infrastructure challenges and documenting the steps and outcomes of your troubleshooting efforts in our system. Professional communication with clients will be key as you provide updates on ticket statuses, participate in client?facing projects, and elevate potential issues to management as needed.

Company

We expect you to maintain accurate documentation of client environments while adhering to standard operating procedures and service level agreements regarding response and resolution times. Your commitment to knowledge sharing and documentation will aid in fostering a better understanding of recurring issues within the team. In this position, we aim for you to meet or exceed ticket response and resolution duration metrics and strive for high client satisfaction scores. Finding and escalating risks within client environments proactively will also be part of your responsibilities. This is a full?time job with a salary range of $50,000.00 $70,000.00 per year, accompanied by benefits such as a 401(k) with matching, health insurance, paid time off, and professional development assistance. The work location for this role is in?person.

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