Tier 2 Technical Support Specialist
Core
Escalated IT support for Windows endpoints, servers, networking, and Microsoft 365 environments.
Role type
Tier 2 Technical Support Specialist
Builds
Resolved client IT issues and maintained infrastructure stability
Domain
Managed Service Provider (MSP) IT Support
Deliverable
client delivery
Required skills
Windows troubleshooting, Active Directory administration, Microsoft 365 management, TCP/IP networking, client communication, ticket documentation
Preferred skills
PSA/RMM tool usage, UniFi networking, firewall administration, virtualization, PowerShell, macOS support
Technologies
Active Directory, Cloud Firewall, Microsoft 365, PowerShell, SharePoint, TCP/IP, VPN, Windows, Office 365, Hyper-V, VMware
Responsibilities
Diagnose and resolve escalated tickets across endpoints, servers, and cloud services; troubleshoot networking issues including VPN, Wi-Fi, and DNS; support office moves and system cutovers; coach Level 1 technicians on troubleshooting methods; maintain meticulous ticket hygiene and documentation; participate in after-hours maintenance and on-call rotations
Seniority
Mid-level, hands-on IC