Tier 2 IT Technician

Responsibilities

• Serve as the primary escalation point for Tier 1 support tickets that require advanced troubleshooting
• Diagnose and resolve complex issues related to:
• Windows and macOS operating systems
• Active Directory / Identity providers (e.g., Azure AD, JumpCloud)
• Networking (DNS, DHCP, VPN, VLANs, firewalls)
• Endpoint management, patching, and security tools
• Own incident resolution for priority and production-impacting issues
• Perform root cause analysis (RCA) and document findings and remediation steps
• Cookordination with Tier 3, vendors, and external partners when required
• Create and maintain technical documentation, runbooks, and knowledge base articles
• Identify repeat issues and recommend automation or systemic fixes
• Aid with onboarding/offboarding processes and device provisioning
• Validate system health after changes, patches, or incident resolution
• Participate in on-call or after-hours support rotations as needed

Requirements

• 3–5+ years of experience in IT support, systems administration, or a similar role
• Strong hands-on experience with:
• Windows Server and desktop environments
• macOS administration
• Identity and access management systems
• Endpoint management and security tooling
• Solid understanding of networking fundamentals and troubleshooting techniques
• Experience working within a ticketing system and following ITIL or similar frameworks
• Ability to clearly document technical issues and solutions
• Strong communication skills with both technical and non-technical users
• Proven ability to prioritize work in a fast-paced, production environment
• Comfortable working independently while collaborating with cross-functional teams