IT Support Specialist Level 2

Role Summary

The IT Support Specialist II is a senior, on-site technical support role responsible for resolving issues that Tier 1 cannot, providing hands-on client support, and serving as a bridge between the Service Desk, Projects, and Alignment teams. This role exists to own complex troubleshooting end-to-end, act as a reliable on-site presence for clients, and improve the overall effectiveness of Tier 1 by resolving root causes and strengthening documentation. Tier 2 technicians are expected to work independently, make sound technical judgments, and represent the company confidently in client environments.

What This Role Is

• An on-site technical support role
• An escalation point for Tier 1 after defined time limits
• A hands-on execution role, not a design authority
• A trusted technician working directly with clients
• A key contributor to projects and continuous improvement

What This Role Is Not

• Not a Tier 1 or entry-level support role
• Not a purely remote position
• Not a senior architect or Tier 3 role
• Not a role that passes work back down to Tier 1

Core Responsibilities

• Serve as the escalation point for unresolved Tier 1 issues
• Independently troubleshoot and resolve:
• Server-related issues
• Networking and connectivity problems
• Firewall and security-related changes (execution-focused)
• Backup recovery
• Perform on-site installations, swaps, and equipment deployment
• Communicate effectively with users at all levels, from frontline staff to executives
• Cook up with Service Desk Supervisors for oversight and prioritization
• Execute approved changes routed through appropriate departments
• Document root cause, resolution steps, and preventive recommendations

Technical Expectations

• Able to independently handle:
• Active Directory administration and troubleshooting
• Microsoft 365 administration and support
• Server and infrastructure troubleshooting
• Network and firewall-related changes
• Backup validation and recovery support
• Security-related troubleshooting and response (execution-focused)

Required Skills & Experience

• Prior experience as a Tier 2 technician or equivalent
• Strong troubleshooting and problem-solving skills
• Ability to work independently in client environments
• Comfort making technical decisions within defined guardrails
• Strong documentation habits
• Professional, confident client communication skills
• Valid driver’s license and ability to use personal vehicle for on-site work (mileage reimbursed; vehicle wrap options available)

Metrics & Expectations

• Time to resolution
• Quality and durability of fixes
• Reduction of repeat issues
• Improvement in Tier 1 effectiveness through documentation
• Client confidence and satisfaction
• Internal team feedback

Projects & Cross-Team Work

• Assist with project execution as needed
• Provide technical input during project review and scoping
• Support Alignment and Project teams with implementation
• May act as a project execution resource depending on project size and complexity

On-Call & Schedule

• Primarily on-site during business hours
• Rotate through after-hours on-call support
• Work schedule may vary based on client needs and project requirements

The Environment You’re Entering

• MSP environment with diverse client needs
• Strong collaboration between Service Desk, Projects, and Alignment
• Clear escalation boundaries and expectations
• Opportunity to grow technically and professionally
• A role where ownership and follow-through matter