IT Support Desk Technician (Tier 2)
Core
Tier 2 IT support technician diagnosing and resolving complex technical issues for desktops, laptops, servers, and networks in a managed service provider environment.
Role type
Senior IC IT Support Technician (Tier 2)
Builds
IT support services and incident resolution for MSP clients
Domain
Managed IT Services / Enterprise IT Infrastructure
Required skills
ITIL Foundation 4, Microsoft 365, Azure AD, Exchange Online, SharePoint, Teams, Intune, Windows OS troubleshooting, Server administration, Networking (DNS, DHCP, VPNs, VLANs, firewalls), Backup systems, EDR platforms, RMM tools, ConnectWise Manage, Automate, ScreenConnect
Preferred skills
CompTIA Network+, CompTIA Security+, Microsoft AZ-104, Cisco CCNA, Project migration support
Technologies
Azure Cloud, Cisco, ITIL, Microsoft 365, Mobile, Network, Security, SharePoint, Windows, Office 365, Active Directory, VPN
Responsibilities
Triage and resolve escalated tickets from Tier 1, diagnose root causes for complex hardware/software/network issues, mentor Tier 1 and junior technicians, document SOPs and knowledge base entries, collaborate on migrations and deployments, manage on-call rotations for emergency requests
Seniority
Senior, hands-on IC