Tier 2 Help Desk

About the role

Tier 2 Support Technician Overview 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.

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.

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

Qualifications

• MSP (Managed Service Provider) experience.
• Experience with RMM and ticketing systems.
• Experience supporting virtualization platforms