Tier 2 IT Technician

The Tier 2 IT Technician handles escalated and advanced technical issues that Tier 1 technicians cannot resolve, and serves as a technical resource for the support team. In addition to day-to-day support, this role takes ownership of complex troubleshooting, small-scale projects, and system administration across client environments. The Tier 2 Technician is expected to work independently with minimal supervision, mentor junior staff, and ensure client infrastructure remains stable, secure, and well-documented.

Key Responsibilities:

• Serve as the escalation point for Tier 1 technicians, resolving advanced hardware, software, networking, and server issues
• Configure and troubleshoot networking equipment including firewalls, managed switches, VLANs, VPNs, and wireless infrastructure
• Manage backup and disaster recovery solutions — verify backups, test restores, and respond to failures
• Lead or assist with client projects such as server migrations, workstation rollouts, network upgrades, and Microsoft 365 tenant migrations
• Maintain and improve technical documentation standards
• Maintain professionalism and strong customer communication throughout the support process
• Ensure timely follow-up and completion of assigned tasks and tickets
• Own tickets end-to-end and manage escalations to vendors or senior engineers when necessary
• Accurately document all work performed by entering detailed notes, updates, and time entries into every ticket worked on

Required Qualifications:

• 2–4+ years of hands-on IT support experience, preferably in an MSP environment
• Ability to troubleshoot technical issues independently and efficiently
• Strong working knowledge of Windows Server, Active Directory, and Microsoft 365 administration
• Ability to plan and execute projects with minimal supervision
• Valid driver’s license and reliable transportation for onsite visits

Physical Requirements:

• Ability to lift and transport computer equipment and related hardware
• Ability to work at client locations, including occasional crawling under desks or working with cabling and equipment setups

Preferred Qualifications:

• Prior MSP experience with Autotask, Datto RMM, and IT Glue (or similar PSA/RMM/documentation stack)
• Experience with Microsoft 365, Windows operating systems, and common business applications
• Experience with SonicWall, Fortinet, Ubiquiti, or Meraki networking gear
• Bachelor’s degree in information technology, computer science, or related field

Performance Expectations/KPIs:

• Consistently resolve escalated tickets within target SLAs
• Reduce escalations to senior engineers by resolving issues at the Tier 2 level
• Maintain accurate, thorough documentation for all work and client environments
• Contribute to Tier 1 skill development through mentoring and knowledge sharing