Tier Support Technician

As a Tier 2 Support Technician, you will serve as a primary escalation point for complex technical issues and play a key role in delivering advanced support to our clients. You will troubleshoot and resolve a wide range of infrastructure, endpoint, Microsoft 365, and networking issues while collaborating with Tier 1 technicians and engineering teams to ensure exceptional service delivery.
This role is ideal for a motivated IT professional with strong troubleshooting skills, experience supporting business environments, and a desire to continue growing in systems administration, cloud technologies, and cybersecurity.
What You'll Do
Advanced Technical SupportRespond to escalated support requests via phone, email, and ticketing systemDiagnose and resolve complex Windows 11 and Windows Server issuesSupport and administer Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, and IntuneManage user accounts, permissions, and security policies within Microsoft Entra ID (Azure AD)Administer Microsoft Intune, including device enrollment, compliance policies, configuration profiles, and application deploymentsSupport Windows Autopilot provisioning, endpoint management, and mobile device management (MDM) initiativesTroubleshoot Intune, Conditional Access, device compliance, and endpoint security issuesTroubleshoot advanced networking issues involving DNS, DHCP, VPNs, firewalls, and wireless connectivityConfigure, deploy, and support endpoint management and security solutionsPerform root cause analysis and implement long-term solutions to recurring issuesInstall, configure, and support software applications and business systemsAssist with workstation deployments, migrations, upgrades, and infrastructure projectsEscalate issues to Tier 3 or engineering teams when necessary while maintaining ownership of the ticket through resolution
Client Service & Technical LeadershipDeliver exceptional customer service during every interactionServe as a trusted technical resource for clients and internal team membersCommunicate technical concepts clearly to both technical and non-technical usersManage client expectations and provide timely status updatesMentor and assist Tier 1 technicians with troubleshooting and ticket resolutionIdentify opportunities for process improvement and service enhancementMaintain a positive, professional, and solution-oriented attitude
Ticket & Documentation ManagementCreate and maintain accurate, detailed ticket documentationFollow established troubleshooting processes and proceduresCreate and update technical documentation, procedures, and knowledge base articlesEnsure tickets meet SLA requirements and are resolved efficientlyTrack recurring issues and recommend permanent corrective actionsParticipate in problem management and continuous improvement initiativesEnsure tickets are properly categorized, prioritized, and documented for future reference
What We're Looking ForRequired Qualifications3+ years of IT support experience (help desk, service desk, or MSP preferred)Strong customer service and communication skillsStrong troubleshooting experience with:Windows 10/11Windows ServerMicrosoft 365 AdministrationMicrosoft IntuneMicrosoft Entra ID (Azure AD)Exchange OnlineActive Directory & Group PolicyDNS, DHCP, TCP/IP, VPNs, and networking conceptsExperience supporting endpoint management and security solutionsAbility to manage multiple priorities in a fast-paced environmentStrong attention to detail and documentationAbility to work independently and take ownership of issues through resolution
Preferred QualificationsMSP experienceCompTIA Network+CompTIA Security+Microsoft Certified: Modern Desktop Administrator AssociateMicrosoft Certified: Azure Administrator Associate (AZ-104)Experience with ConnectWise Manage, NinjaOne, or similar platformsExperience with Microsoft Defender and Conditional AccessBasic virtualization experience with Hyper-V or VMwareFamiliarity with backup and disaster recovery solutions
Success in This Role Looks LikeDelivering exceptional customer experiencesMaintaining strong SLA performanceResolving escalated tickets efficiently and accuratelyDemonstrating ownership and accountability for client issuesProducing high-quality technical documentationSupporting and mentoring Tier 1 techniciansSuccessfully managing Microsoft 365 and endpoint environmentsIdentifying root causes and implementing long-term solutionsContributing to infrastructure improvements, security initiatives, and project workLearning continuously and expanding technical knowledge across cloud, networking, and security technologies