TIER 2 HELPDESK TECHNICIAN

About the role

Techlocity is a managed IT services provider dedicated to helping businesses maintain their security, productivity, and connectivity through expert IT support and technology solutions. As a Tier 2 Helpdesk Technician, you'll play a crucial role in resolving complex technical issues and ensuring clients can operate smoothly.

Responsibilities

• Solve complex technical challenges by investigating and resolving escalated support issues across Microsoft environments, servers, networks, and cloud platforms.
• Analyze logs, metrics, and system behaviors to identify root causes and implement effective solutions.
• Escalate issues to Tier 3 Engineering with complete documentation, supporting data, and clear impact assessments.
• Support critical infrastructure by troubleshooting Windows workstations and servers, administering and supporting Active Directory, Group Policy, DNS, DHCP, Kerberos, and Microsoft server services.
• Manage identity and Microsoft 365 technologies, resolving issues involving Exchange Online, Microsoft 365, Entra ID (Azure AD), MFA, Conditional Access, and authentication.
• Support tenant migrations, domain transitions, licensing administration, and identity synchronization.
• Diagnose and support network environments, troubleshooting routing, VPN, firewall, VLAN, NAT, and connectivity issues.
• Respond to endpoint security alerts and investigate potential threats.
• Support patch management processes and validate successful deployments.
• Verify backup integrity and disaster recovery readiness.
• Deliver outstanding client experiences by providing remote and occasional onsite support, communicating technical concepts clearly to non-technical users, and participating in client onboarding, infrastructure projects, and after-hours on-call rotation.

Requirements

• 3–5 years of professional IT experience.
• Previous experience in a Managed Service Provider (MSP) environment strongly preferred.
• Hands-on experience supporting Windows Server, Active Directory, and Microsoft 365 environments.
• Experience using RMM and PSA platforms (ConnectWise Manage and Datto RMM preferred).
• Technical Expertise: Windows Server administration and troubleshooting, Active Directory, Group Policy, and identity management, Microsoft 365, Exchange Online, and Entra ID (Azure AD), TCP/IP networking fundamentals and troubleshooting, VPN technologies, routing, DNS, and network diagnostics, PowerShell for administration and troubleshooting, Hyper-V and/or VMware virtualization, Working knowledge of Microsoft Azure and/or AWS.
• Preferred Certifications: CompTIA Network+, CompTIA Security+, Microsoft Certifications, Cisco Certifications.

Qualifications

Strong problem-solving skills, attention to detail, and the ability to work independently and as part of a team are essential. Excellent communication and interpersonal skills are also required to interact with clients and colleagues.

Skills

• Technical Problem-Solving
• Customer Service
• Teamwork
• Communication
• Technical Writing

Benefits

• Medical, dental, and vision insurance options.
• Paid time off and paid holidays.
• 401(k) retirement plan.
• Employee Stock Ownership Plan eligibility, subject to plan requirements.
• Training and development opportunities to support continued technical growth.

Pay

Competitive compensation package based on experience and qualifications.

Schedule

Hybrid schedule combining remote and occasional onsite work.