Tier 2 Help Desk

Tier 2 Support Technician

Overview

Our client is seeking a Tier 2 Support Technician to provide advanced technical support for a diverse client base. This individual will troubleshoot escalated desktop, server, network, Microsoft 365, and infrastructure issues while delivering exceptional customer service.

The ideal candidate is customer-focused, technically strong, and comfortable working in a fast-paced managed services environment where priorities can shift quickly.

Key Responsibilities

• Serve as the primary escalation point for Tier 1 support technicians.
• Troubleshoot and resolve issues involving:
  • Windows desktop and server environments
  • Microsoft 365
  • Active Directory
  • Networking (switches, firewalls, VPNs, wireless)
  • Printers and peripheral devices
  • Endpoint security solutions
• Perform root cause analysis and document resolutions.
• Support client onboarding, migrations, upgrades, and infrastructure projects.
• Monitor and maintain client environments proactively.
• Communicate with end users and clients in a professional, customer-focused manner.
• Escalate complex issues to senior engineers when appropriate.

Required Qualifications

• 3+ years of IT support, help desk, desktop support, or systems administration experience.
• Strong Microsoft Windows troubleshooting skills.
• Experience supporting Microsoft 365 environments.
• Working knowledge of:
  • Active Directory
  • Group Policy
  • DNS/DHCP
  • VPN connectivity
  • Networking fundamentals (TCP/IP, routing, switching)
• Excellent customer service and communication skills.
• Ability to manage multiple priorities simultaneously.

Preferred Qualifications

• MSP (Managed Service Provider) experience.
• Experience with RMM and ticketing systems.
• Experience supporting virtualization platforms (VMware or Hyper-V).
• Experience with Azure or cloud technologies.
• CompTIA A+, Network+, Security+, Microsoft certifications, or equivalent.

Recruiter Screening Questions

1. How many years of IT support experience do you have?
2. Have you worked in a managed services (MSP) environment?
3. What percentage of your experience is supporting Microsoft 365?
4. Describe your experience with Active Directory and Group Policy.
5. What types of networking issues have you troubleshot independently?
6. Have you been the escalation point for Tier 1 technicians?

Ideal Backgrounds

• Tier 2 Support Technician
• Help Desk Lead
• Systems Support Analyst
• Desktop Support Engineer
• IT Support Specialist
• Service Desk Engineer
• Network Support Technician
• MSP Support Technician