Support Technician II (Tier 2) at qnectU

About the Role

We believe a strong MSP should run on clear systems, shared standards, and personal accountability. We have established processes for how work is received, assigned, escalated, documented, and reviewed. We also recognize that a growing company must continue refining those systems as the team, client base, and complexity of the work increase.

You’ll know what is expected. We have defined workflows, service standards, and escalation paths designed to keep work moving and reduce unnecessary confusion. You will not be expected to figure everything out alone.

You’ll have a voice in making things better. When a process is unclear, documentation is missing, or the same problem keeps happening, we want you to speak up and help improve it. Strong systems are not created once and forgotten. They get better because the people using them contribute what they learn.

Responsibilities

As a Tier 2 technician, you handle work that the front line could not resolve during the initial troubleshooting process. Your day will include escalated tickets, scheduled technical work, client communication, documentation, and occasional on-site visits.

• Dig into problems and determine what is actually happening (not just what the user believes is happening).
• Troubleshoot the issue, identify the root cause when possible, implement the appropriate solution, and document what you did.
• Help turn solutions into useful internal documentation when the same issue is likely to happen again.
• Identify problems too large or complex to remain a support ticket as potential project work so it can be properly scoped and scheduled.
• Handle most support remotely, with some situations requiring an on-site visit.
• Communicate with clients like a human being—explain what happened, what you did, and what they should expect next without hiding behind jargon.
• Contribute to and improve our internal knowledge base.
• Follow established service workflows and technical standards.
• Help identify opportunities to strengthen documentation and processes.
• Support client onboarding by deploying tools, verifying configurations, and assisting users.
• Participate in team reviews focused on service quality, recurring issues, and operational improvement.
• Share knowledge with other technicians and collaborate on difficult problems.
• Take ownership of your continued technical and professional development.
• Help create a more consistent experience for both clients and fellow team members.

Requirements

The Non-Negotiables:

• At least two years of experience in a technical support role within an MSP environment.
• A+ and Network+ certifications, or equivalent knowledge and experience.
• Ability to troubleshoot Windows, macOS, Microsoft 365, Active Directory, and foundational networking technologies such as DNS, DHCP, VPNs, and firewalls.
• Previous experience using an RMM and PSA, along with an understanding of why accurate ticketing and tool usage matter.
• Valid driver’s license and a clean driving record for local client-site visits.
• Ability to pass a background check.

What Will Set You Apart

• You appreciate structure but are also willing to help improve it.
• You document your work because you understand that a fix is more valuable when the rest of the team can learn from it.
• You notice recurring issues and look beyond the immediate ticket for a longer-term solution.
• You communicate technical information to non-technical people without making them feel uncomfortable or uninformed.
• You are comfortable asking questions, receiving feedback, and admitting when you do not know something.
• You can follow an established process without needing step-by-step instructions for every situation.
• You are more interested in solving the problem and strengthening the team than in being seen as the hero who fixed it.
• You take ownership of your work and follow through until the issue is fully resolved.

Pay

$28–$32 per hour, depending on experience, certifications, and what you bring to the role.

Benefits

• Medical and dental insurance.
• Holiday pay.
• Paid time off.

Schedule

8:00 AM to 5:00 PM, in-office, with local client-site visits as needed.