The Support Technician II is responsible for providing advanced technical support across a wide range of systems, endpoints, and business applications. This role primarily handles escalated issues from Level 1 technicians, while also supporting incoming requests as needed to help maintain service levels. The technician is expected to troubleshoot complex issues, contribute to problem resolution, and support day-to-day service desk operations. This position also plays a key role in improving documentation, supporting deployments, and contributing to overall service quality.
Required Skills
2–4 years of experience in a Service Desk or Systems Administrator role
Strong troubleshooting skills across Windows environments, endpoints, and common business applications
Working knowledge of Windows Server, Active Directory, Group Policy, DNS, DHCP, and TCP/IP
Experience supporting user onboarding and offboarding, permissions, and access management
Experience with endpoint configuration and support
Ability to diagnose and resolve escalated issues across hardware, software, and connectivity
Strong documentation skills with clear, client-friendly notes
Strong problem-solving and analytical thinking
Strong communication and customer service skills
Other Requirements
Ability to explain technical issues in plain language
Willingness to assist Level 1 technicians and share knowledge
Comfortable working in a fast-paced environment with changing priorities
Strong time management and ability to handle multiple tickets
Team-oriented mindset, collaborates well across teams
Physical ability to lift and move equipment up to 30 pounds
Job Responsibilities
Handle Tier 2 escalations, owning issues through to resolution
Support incoming Level 1 requests when needed to maintain service levels
Troubleshoot issues across workstations, servers, applications, and networks
Perform user account setup, access changes, and system configuration
Assist with device provisioning, deployments, and upgrades
Contribute to internal documentation and knowledge base articles
Collaborate with other teams on complex issues or projects
Identify recurring issues and recommend improvements
Follow service desk processes and SLA expectations
\nCompany Description
Your Trusted IT Solutions Expert Razor Technology gives you all the tools, resources, and technology you need to stay competitive, relevant, and profitable. Your fast-changing business challenges keep us focused on providing world-class technology solutions. But our desire to create trusted, long-lasting relationships keeps us focused on delivering the highest standards of service. Keeping up with emerging technologies and trends isn’t easy—but you don’t have to do it alone. We’re with you every step of the way. We develop, implement, and support end-to-end IT solutions that simplify your infrastructure, eliminate cost, and allow you to scale on demand. Headquartered in Philadelphia, we serve over 300 clients in the greater Northeast and Mid-Atlantic regions. Whether SMB or enterprise, our clients need help leveraging the benefits of scalable, reliable and secure IT solutions. We take the pressure off you and your IT department so you can focus on what matters most: running your business.
Company Description
Your Trusted IT Solutions Expert\r\nRazor Technology gives you all the tools, resources, and technology you need to stay competitive, relevant, and profitable. Your fast-changing business challenges keep us focused on providing world-class technology solutions. But our desire to create trusted, long-lasting relationships keeps us focused on delivering the highest standards of service.\r\nKeeping up with emerging technologies and trends isn’t easy—but you don’t have to do it alone. We’re with you every step of the way. We develop, implement, and support end-to-end IT solutions that simplify your infrastructure, eliminate cost, and allow you to scale on demand.\r\nHeadquartered in Philadelphia, we serve over 300 clients in the greater Northeast and Mid-Atlantic regions. Whether SMB or enterprise, our clients need help leveraging the benefits of scalable, reliable and secure IT solutions. We take the pressure off you and your IT department so you can focus on what matters most: running your business.