Tier II Technical Support Engineer

Job Description

Job Description

We are looking for an experienced Tier II Support Technician to support our clients in the Tampa/St. Petersburg area while taking primary responsibility for equipment and depot operations from Medovent Solutions' main office.
This is a hands-on technical support position that combines Tier II help desk responsibilities with device provisioning, hardware troubleshooting, equipment handling, and onsite support. The ideal candidate is comfortable working independently, taking ownership of escalated technical issues, and managing the physical lifecycle of client equipment from receipt and configuration through deployment and replacement.

Responsibilities:

• Serve as an escalation point for issues that cannot be resolved at Tier I.
• Diagnose and resolve more complex Windows workstation, application, Microsoft 365, printing, peripheral, and connectivity issues.
• Troubleshoot network connectivity, VPN, wireless, and basic switching-related issues.
• Troubleshoot line-of-business applications and work with software vendors when appropriate.
• Perform advanced endpoint troubleshooting before escalating issues to Tier III or System Administration.
• Determine the appropriate escalation path when an issue requires involvement from networking, security, Microsoft 365, or other administrative teams.
• Take ownership of assigned issues and follow them through to resolution.
• Clearly document troubleshooting steps, findings, resolutions, and escalation details in the ticketing system.
• Communicate technical issues and resolutions clearly to both technical and non-technical users.
• Assist Tier I technicians with troubleshooting and provide guidance when appropriate.

Depot & Equipment Operations

• Take primary ownership of day-to-day equipment and depot activities at the Medovent office.
• Receive, inventory, organize, stage, and prepare desktops, laptops, monitors, peripherals, and other IT equipment.
• Provision and configure Windows computers for new users, replacements, and equipment refreshes.
• Perform hardware troubleshooting, upgrades, repairs, and component replacement when appropriate.
• Prepare equipment for deployment and ensure devices are properly configured before being provided or shipped to users.
• Process returned equipment and determine whether devices should be redeployed, repaired, stored, or retired.
• Maintain an organized and accurate inventory of equipment entering and leaving the depot.
• Coordinate equipment shipments, pickups, replacements, and onsite deployments.
• Maintain an orderly and professional depot/workbench area.
• Identify equipment shortages, damaged equipment, or other inventory concerns and communicate them to the appropriate team.
• Maintain accurate documentation for device assignments, equipment movements, and completed work.

Onsite & Field Support

• Provide onsite technical support at Medovent and other client locations throughout the Tampa/St. Petersburg area when required.
• Install and replace workstations, monitors, printers, network equipment, and peripherals.
• Assist with office moves, workstation deployments, equipment refreshes, and other onsite technical projects.
• Perform hands-on troubleshooting when an issue cannot be resolved remotely.
• Travel to client locations as business needs require.

What We Expect From a Tier II Technician

• Ability to independently troubleshoot issues beyond standard Tier I support.
• Strong understanding of Windows desktop administration and troubleshooting.
• Working knowledge of Microsoft 365 and common Microsoft applications.
• Familiarity with Microsoft Entra ID and endpoint/device management concepts.
• Working knowledge of TCP/IP, DNS, DHCP, VPNs, Wi-Fi, VLANs, and basic network troubleshooting.
• Ability to diagnose hardware failures involving desktops, laptops, docks, monitors, and peripherals.
• Ability to research unfamiliar issues and work toward a solution without immediately escalating.
• Ability to recognize when an issue requires escalation and provide the receiving technician with complete troubleshooting documentation.
• Strong attention to detail when provisioning, inventorying, or handling client equipment.
• Ability to manage multiple priorities while maintaining ownership of assigned work.
• Strong written and verbal communication skills.
• Customer-focused attitude and professional demeanor.
• Willingness to assist with lower-tier work when workload and business needs require it.

Qualifications

• 2+ years of IT help desk, desktop support, or technical support experience preferred.
• Previous Tier II or escalation-level support experience strongly preferred.
• Hands-on experience supporting Windows 10/11 environments.
• Experience troubleshooting Microsoft 365 applications and services.
• Experience provisioning and deploying Windows computers.
• Experience diagnosing PC hardware and peripheral issues.
• Working knowledge of networking fundamentals and troubleshooting.
• Experience with Microsoft Entra ID, Intune, or similar endpoint-management platforms preferred.
• Experience working in an MSP or multi-client support environment is a plus.
• Experience maintaining IT inventory, equipment staging, or depot operations is a plus.
• CompTIA A+, Network+, Microsoft, or similar certifications are preferred but not required.
• Valid driver's license and ability to travel to client locations as needed.

Physical / Equipment Requirements Because this role owns significant depot and equipment responsibilities, the technician must be comfortable:

• Regularly handling desktops, laptops, monitors, and other IT equipment.
• Unpacking, staging, organizing, and preparing equipment for deployment or shipment.
• Maintaining an organized equipment storage and work area.
• Performing hands-on installation and removal of workstation equipment at client locations.

Schedule

• Monday through Friday
• Primarily onsite
• Participation in the Tier II on-call rotation as assigned
• Occasional after-hours or weekend work based on client needs
• Local travel to client sites as required

Compensation $24.00 - $27.00 per hour Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Paid time off

No Third Party Agencies or Submissions Will Be Accepted.  

Our company is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. DFWP  

Opportunities posted here do not create any implied or express employment contract between you and our company / our clients and can be changed at our discretion and / or the discretion of our clients. Any and all information may change without notice. We reserve the right to solely determine applicant suitability. By your submission you agree to all terms herein.

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