Tier 2 Support Technician

Primary Responsibilities

• Manage inbound support calls, leveraging strong soft skills and professionalism.
• Collect detailed information from users to assess issues thoroughly.
• Handle escalation and de-escalation as required, ensuring that issues are routed appropriately.
• Review, progress, and resolve escalated support tickets in a timely manner.
• Serve as the next level of support for more complex application or desktop issues.
• Provide expert-level troubleshooting for network and server-related issues.
• Collaborate with Tier 2 support and other departments for unresolved escalations or complex cases.

Advanced Support & Troubleshooting

• Provide Tier 2 support for application installations and troubleshooting.
• Diagnose and resolve server-related issues, including security vulnerabilities.
• Troubleshoot and resolve phone configuration problems, escalating hardware issues when necessary.
• Address security alerts from tools like Microsoft Defender.
• Identify and resolve network performance issues.
• Configure and troubleshoot network devices, ensuring optimal configuration and deployment.
• Perform firewall configuration and resolve related issues.

Machine & Project Deployment

• Oversee the deployment of machines, ensuring proper setup and configuration.
• Manage project tickets related to system implementations, upgrades, and other IT projects.
• Work with other teams to ensure successful project completion and delivery.

General Skills & Workflow

• Manage your daily workflow and ticket queue effectively, prioritizing tasks based on urgency and impact.
• Maintain and update internal documentation, including troubleshooting guides and known issues.
• Provide mentorship and support to Tier 1 team members on escalated tickets and solutions.

Required Skills And Qualifications

• 2–4 years of experience in IT support, with a focus on Tier 2 or higher-level troubleshooting.
• Strong expertise in Windows Server, networking, and desktop applications.
• Familiarity with firewall configuration and troubleshooting.
• Solid experience in troubleshooting network performance issues and diagnosing hardware/software failures.
• Proficiency with ticketing systems and service desk platforms (e.g., ConnectWise, JIRA, ServiceNow).
• Strong communication and soft skills, especially in phone-based support and escalation management.
• Experience with machine deployments and IT project tickets.
• Able to work independently and in a team environment.
• Knowledge of security best practices and experience with tools like Microsoft Defender.

Preferred Qualifications

• Certifications such as CompTIA Network+, Microsoft Certified: Azure Fundamentals, or equivalent.
• Experience with network device configuration and deployment (routers, switches, etc.).
• Familiarity with phone system configuration and deployment.