Tier 2 Technical Support Specialist

Job Overview:

The Tier 2 Technician is the bridge between basic technical support and specialized expertise. This role involves handling more complex technical issues that have been escalated from Tier 1. The Tier 2 Technician provides advanced troubleshooting, backend support, and ensures efficient resolution of IT-related problems. Remote/hybrid role.

Responsibilities & Duties:

• Resolve complex technical issues requiring detailed systems and applications knowledge.
• Investigate and diagnose problems escalated from Tier 1 support.
• Collaborate with other technical teams to find solutions.
• Test existing equipment and programs to maintain system capabilities.
• Evaluate new systems and software for deployment.
• Ensure smooth transitions during system upgrades.
• Train end-users on proper use of hardware and software.
• Provide guidance for more intricate issues.
• Strive for excellent customer service.
• Manage, train, and mentor Tier 1 support technicians.
• Maintain documentation of resolved issues and solutions.
• Categorize and track open bugs or recurring problems.
• Develop expertise in specific areas (e.g., network routing, server administration).
• Collaborate with external service providers when needed.
• Adapt to changing technologies and find innovative solutions.
• Other duties as assigned.

Qualifications:

• Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience).
• Certifications such as CCNP, MCSE, Network+, Security+ or equivalent.
• Strong analytical and problem-solving skills.
• Effective communication and interpersonal abilities.
• Ability to prioritize and manage multiple tasks.
• Eagerness to learn and grow within the MSP environment.

Environmental and Physical Requirements:

• The work environment for this position is a standard office setting.
• The employee is regularly required to sit, stand, walk, and use hands to operate a computer and other office equipment.
• The employee must occasionally lift and/or move up to 25 pounds.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We encourage you to apply if you:

• Want to join a technology company that values its employees & delivers an excellent customer experience
• Enjoy a fast-paced opportunity in a role where you can make a difference
• Like to roll up your sleeves and do what it takes to succeed
• Are detailed oriented and have excellent communication skills
• Like to work as a team towards a common goal

Benefits:

• 401(k) matching
• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Flexible schedule
• Paid time off
• Professional development assistance
• Referral program
• Certification Program
• Internet Reimbursement
• Mileage Reimbursement

Job Type: Full-time

Hybrid/Remote

Schedule: Monday - Friday

• Rotating on call and some weekends