Tier 2 Help Desk

About the role

Our client is seeking a Tier 2 Support Technician to provide advanced technical support for a diverse client base. This individual will troubleshoot escalated desktop, server, network, Microsoft 365, and infrastructure issues while delivering exceptional customer service. The ideal candidate is customer-focused, technically strong, and comfortable working in a fast-paced managed services environment where priorities can shift quickly.

Ideal backgrounds include: Tier 2 Support Technician, Help Desk Lead, Systems Support Analyst, Desktop Support Engineer, IT Support Specialist, Service Desk Engineer, Network Support Technician, MSP Support Technician.

Recruiter screening questions:

• How many years of IT support experience do you have?
• Have you worked in a managed services (MSP) environment?
• What percentage of your experience is supporting Microsoft 365?
• Describe your experience with Active Directory and Group Policy.
• What types of networking issues have you troubleshot independently?
• Have you been the escalation point for Tier 1 technicians?

Responsibilities

• Serve as the primary escalation point for Tier 1 support technicians.
• Troubleshoot and resolve issues involving: Windows desktop and server environments, Microsoft 365, Active Directory, Networking (switches, firewalls, VPNs, wireless), Printers and peripheral devices, Endpoint security solutions.
• Perform root cause analysis and document resolutions.
• Support client onboarding, migrations, upgrades, and infrastructure projects.
• Monitor and maintain client environments proactively.
• Communicate with end users and clients in a professional, customer-focused manner.
• Escalate complex issues to senior engineers when appropriate.

Requirements

• 3+ years of IT support, help desk, desktop support, or systems administration experience.
• Strong Microsoft Windows troubleshooting skills.
• Experience supporting Microsoft 365 environments.
• Working knowledge of: Active Directory, Group Policy, DNS/DHCP, VPN connectivity, Networking fundamentals (TCP/IP, routing, switching).
• Excellent customer service and communication skills.
• Ability to manage multiple priorities simultaneously.

Qualifications

• MSP (Managed Service Provider) experience.
• Experience with RMM and ticketing systems.
• Experience supporting virtualization platforms (VMware or Hyper-V).
• Experience with Azure or cloud technologies.
• CompTIA A+, Network+, Security+, Microsoft certifications, or equivalent.