Tier II Technical Support

Job Title: T2 Tech Support
Salary/Bonus: 65K - 70K - paid hourly
Location: Hybrid 2 days a week onsite in San Diego, CA (Torrey Pines area)

Interview Process: 2 virtual rounds

Key Responsibilities

• Serve as an escalation point from Tier II, handling more advanced technical issues across systems, applications, and infrastructure
• Troubleshoot and resolve issues related to:
• Windows, Mac, Linux-based environments
• Networking fundamentals - DNS, DHCP, VPN, connectivity issues
• Hardware - laptops, desktops, peripherals
• Vendor software – licensing, connectivity and data movement, escalating when necessary
• Perform root cause analysis and document findings for recurring issues
• Collaborate with other teams to resolve cross-functional problems - networking, cloud infrastructure, engineering, scientific operations
• Maintain accurate ticket documentation, including troubleshooting steps and resolution details
• Initiate, coordinate, and follow through with system deployments, upgrades, and patching
• Identify opportunities to improve processes and end-user experience

Technical Skills

• Strong troubleshooting methodology - ability to isolate, test, and resolve issues systematically
• Working knowledge of:
• Windows 10 & 11, macOS, basic Linux commands
• Basic networking concepts (TCP/IP, RDP, VPNs, patch panels, switches)
• Endpoint management tools (Intune, SCCM, NinjaOne, ManageEngine or similar)
• Familiarity with ticketing systems and ITSM processes - ServiceNow, Jira, AutoTask, etc
• Understanding of security best practices - least privilege, MFA, endpoint protection

Communication & Soft Skills

• Ability to explain technical issues clearly to non-technical users
• Strong written communication - clear documentation, ticket updates, knowledge base contributions
• Patient, customer-focused mindset with a commitment to service quality
• Ability to prioritize tasks and manage multiple issues simultaneously
• Collaborative team player who can also work independently

Preferred Qualifications

• 2–5 years of experience in IT support or help desk roles
• Relevant certifications - CompTIA A+, Network+ or equivalent
• Experience supporting hybrid or cloud-based environments
• Exposure to PowerShell scripting is a plus
• Experience in a laboratory environment is a plus
• Experience with iPadOS is a plus