Technical Support Specialist Tier 2

Company Description

At PCR Business Systems, we're more than an IT service provider; we're a trusted business partner helping organizations grow and thrive through technology. Since 2004, we've proudly supported businesses across Akron, Cleveland, and Northeast Ohio with managed IT services, cybersecurity solutions, network support, and strategic IT consulting designed for long-term success.

As one of the few SOC 2–audited MSPs in the region, we hold ourselves to the highest standards of security, reliability, and trust. Our team works closely with clients to design technology strategies that align with their goals, fit their budgets, and evolve with their businesses.

Position Overview

We're seeking a Technical Support Specialist – Tier 2 with hands-on experience supporting clients in a Managed Services Provider (MSP) environment. In this dynamic, client-facing role, you'll take ownership of escalated tickets from Level 1 technicians and collaborate with senior engineers on complex technical projects.

Key Responsibilities

• Provide Tier 2 support for escalated technical issues related to workstations, servers, networks, and cloud services
• Manage and support Microsoft 365 Azure AD Intune , and Microsoft Entra environments
• Troubleshoot and resolve issues with Windows Server (AD, DNS, DHCP, GPO), desktops, printers, and mobile devices
• Assist in the configuration and deployment of new servers and network hardware
• Serve as a knowledge resource and escalation point for Level 1 technicians
• Maintain clear documentation of procedures, tickets, and resolutions in PSA tools like Autotask or ConnectWise
• Communicate effectively with clients to update ticket progress, changes, and resolution steps
• Coordinate with vendors and act as a liaison when needed
• Participate in on-call rotation and internal team meetings
• Stay current with certifications and contribute to internal process improvements

Technical Requirements

Preferred Certifications (Not Required, but a Plus)

Benefits Include

Ready to take your career to the next level?

At PCR, great IT starts with great people. Join our Akron team and be part of a supportive, growth-minded environment where your ideas matter, your work has impact, and your expertise helps local businesses run smarter and safer every day. Apply today to become our next Technical Support Specialist – Tier 2

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