Tier 2 IT Technician

Job Description Job Description 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