IT Technician - Tier 2

IT Technician - Tier 2 Support

The IT Technician -Tier 2 provides advanced technical support for client IT environments, serving as the primary escalation point for issues beyond Tier 1. This role requires strong analytical and troubleshooting skills, the ability to resolve complex technical problems, and the judgment to prioritize and manage multiple support requests effectively. The IT Technician works both independently and collaboratively to ensure reliable, secure, and efficient IT operations for clients.

Responsibilities:

• Serve as the escalation point for Tier 1 support, diagnosing and resolving more complex hardware, software, network, and system issues
• Provide remote and on-site support to client environments, including troubleshooting performance issues and system outages
• Install, configure, upgrade, and maintain computer hardware, operating systems, and business applications
• Support and troubleshoot network components, including connectivity issues, printers, and peripheral devices
• Perform setup, configuration, and administration of user accounts, email systems, and voice/communication systems
• Participate in and execute IT projects, including system deployments, upgrades, and migrations
• Collaborate with clients, vendors, and internal team members to resolve issues and implement solutions
• Document technical issues, resolutions, and procedures to support knowledge sharing and continuous improvement
• Identify recurring issues and recommend proactive solutions to improve system reliability and user experience
• Ensure adherence to company policies, security standards, and best practices
• Communicate clearly and professionally with clients and internal stakeholders regarding issue status and resolution

• Associate’s degree in Information Technology or a related field, or equivalent work experience
• 3+ years of hands-on experience in IT support or a similar technical role
• Demonstrated ability to troubleshoot and resolve more complex hardware, software, and network issues with minimal supervision
• Strong working knowledge of Windows operating systems, common business applications, and standard IT hardware
• Experience supporting network environments, including basic understanding of TCP/IP, DNS, DHCP, and connectivity troubleshooting
• Familiarity with user account administration, email systems, and access management
• Experience with remote support tools and ticketing systems
• Ability to prioritize and manage multiple tasks, including escalated support requests, in a timely manner
• Strong problem-solving and analytical skills with attention to detail
• Effective written and verbal communication skills, with the ability to interact professionally with clients and team members
• Ability to work both independently and collaboratively in a team environment
• Willingness to participate in after-hours support or on-call rotation, as needed

Preferred Qualifications:

• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft or similar)
• Experience with system deployments, migrations, or IT project work
• Exposure to virtualization, cloud services, or backup solutions
• Experience working in a managed services or multi-client environment