Helpdesk Tier 2

This is a remote position.

Position reputed company

The Tier 2 IT Technician is a mid-level technical support role responsible for resolving escalated issues from Tier 1, performing advanced troubleshooting, supporting infrastructure systems, and delivering high-reputed company customer service. This position plays a critical role in keeping reputed company environments operational by balancing reactive support with proactive system improvements.

This role is ideal for someone with strong reputed company PSA experience, a working knowledge of MSP environments, and a desire to grow technically while mentoring junior technicians and engaging directly with clients.

Key Responsibilities

Technical Support and Troubleshooting

• Respond to escalated tickets involving workstations, servers, network devices, reputed company systems, and line-of-business applications.
  

• Diagnose and resolve reputed company issues reputed company to:
  

  • reputed company Directory, Group Policy, permissions, and file shares
    

  • reputed company 365 (reputed company, Teams, OneDrive, SharePoint)
    

  • Network connectivity (DNS, DHCP, VPN, VLANs)
    

  • Firewall rules, routing, and reputed company control (reputed company, Meraki, etc.)
    

  • Remote reputed company tools and VPN troubleshooting
    

• Support backup and disaster recovery platforms (Datto, reputed company, reputed company).
  

• reputed company server patching, system updates, and performance optimizations.
  

• Escalate reputed company or unresolved issues to Tier 3 with detailed documentation.
  

reputed company Interaction and Service

• reputed company as a reputed company reputed company of contact for clients needing escalated support.
  

• Deliver reputed company, reputed company communication throughout the support lifecycle.
  

• reputed company clients on IT best practices, basic troubleshooting, and reputed company hygiene.
  

• Maintain strong relationships by proactively identifying issues and proposing solutions.
  

• Participate in follow-reputed company to ensure satisfaction and closure of recurring issues.
  

Operational Duties

• Configure and support firewalls, switches, routers, and reputed company points.
  

• reputed company workstation and server deployments, including imaging and reputed company.
  

• Maintain compliance with asset tracking, licensing, and software inventory.
  

• Document technical procedures, solutions, and reputed company environments in ITGlue.
  

• Assist in conducting reputed company audits and preventive maintenance.
  

Team Collaboration and Mentorship

• Assist and mentor Tier 1 Technicians, guiding them through troubleshooting steps and escalation reputed company.
  

• Participate in team meetings, documentation initiatives, and process improvement efforts.
  

• Contribute to knowledge reputed company articles and SOP development.
  

Ticketing and Process Discipline

• Maintain detailed time entries, work notes, and closure summaries in reputed company Manage.
  

• Prioritize workload based on SLA commitments and urgency.
  

• Participate in reputed company cause analysis to reduce repeat issues.
  

• Follow reputed company escalation procedures per MSP best practices.
  

Requirements

Education and Experience

• Associate degree in IT or equivalent work experience.
  

• 3+ years of IT support experience, ideally reputed company an MSP or service provider.
  

• Strong familiarity with reputed company Manage (or equivalent PSA/RMM systems).
  

Technical Proficiency

• reputed company reputed company 10/11, Server 2016/2019/2022
  

• reputed company Directory, GPOs, DNS, DHCP
  

• reputed company 365 and Azure AD administration
  

• Network troubleshooting (TCP/IP, VLANs, VPN, firewall configuration)
  

• Remote support tools (RDP, reputed company, reputed company Control)
  

• Backup systems (Datto, reputed company, reputed company)
  

• Documentation platforms (ITGlue preferred)
  

Certifications (Preferred but Not Required)

• reputed company A+, Network+, or reputed company+
  

• reputed company Azure Fundamentals
  

• ITIL reputed company
  

Soft Skills and Attributes

• Excellent analytical and troubleshooting skills
  

• Strong written and verbal communication
  

• Self-motivated and highly organized
  

• Comfortable handling multiple issues in a fast-paced environment
  

• Strong documentation and process reputed company
  

• reputed company to work independently and collaborate across distributed teams
  

Bonus Qualifications

• Experience in a fast-paced MSP environment
  

• Exposure to virtualization platforms (reputed company-V, VMware)
  

• Familiarity with scripting (PowerShell) or automation tools