Tier II Advanced Support Agent

Job Description

Job Description

Tier II Advanced Support Agents provide second-level technical support for the contract environment. They handle escalated incidents and requests that cannot be resolved at Tier I, offering advanced troubleshooting across the customer’s IT infrastructure. Tier II staff support remote connectivity, authentication, email, mobile devices, software installations, and hardware, ensuring timely resolution of complex issues in compliance with established performance standards.

Key Responsibilities

• Provide advanced troubleshooting and resolution for escalated incidents including :

Mobile device issues (AirWatch or equivalent mobile service environment).

Minimum Qualifications

Minimum 3–5 years of experience in IT support, help desk, or technical troubleshooting.

ITIL v4 Foundation (required).

Strong technical troubleshooting skills for enterprise applications, networks, and operating systems.

Other Requirements

Company Overview

Agil3 Technology Solutions LLC ("A3T") is a Northern Virginia based, ISO 9001 : 2018, ISO 20000 & ISO 27001 Certified, 8a, Women-Owned (WOSB) and Service-disabled Veteran-Owned (SDVOSB) small business. A recent recipient of the prestigious Washington Technology TOP 50 (ranking #9, and on the list for last 4 years!), A3T is experiencing industry leading recognition and growth. In addition to the CEO’s recognition as an “All-Star Entrepreneur”, A3T is recognized by Inc Magazine as one of the fastest growing companies in the country, by Vet 50 as Fastest Growing Veteran-Owned Businesses, and is featured in CyberSecurity Ventures / Cybercrime Magazine! “As a go-to Women-Owned Cybersecurity company in US and internationally”. As part of our growth, we are looking for YOU to join our growing team.

A3T offers excellent benefits to enhance the work-life balance, including :

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