Tier 2 Support Technician

Kforce has a client that is seeking a Teir 2 Support Technician in Jacksonville, FL. Summary: The Teir 2 Support Technician handles escalated, complex technical issues from Tier 1, requiring advanced knowledge of hardware, software, and systems. Key responsibilities include in-depth troubleshooting, resolving backend software and hardware problems, testing new systems, training Tier 1 staff, and escalating issues to Tier 3 when necessary. Key Responsibilities:

• Effectively work directly with clients on-site to address and resolve complex technical problems that cannot be handled by Tier 1 support
• Diagnose and fix intricate hardware, software, and network issues, often involving backend systems
• Maintain systems by testing equipment and programs, performing system updates, and managing configurations
• Work with other teams (like Tier 1, Tier 3, or engineering) to resolve multi-faceted problems and ensure proper escalation when issues cannot be resolved
• Maintain detailed records of technical issues, steps taken, and resolutions for future reference
• Train Tier 1 support staff on new procedures or common, recurring issues to improve overall team efficiency
• Test and help deploy new software or hardware systems to ensure proper functionality before full implementation
• Associates degree in Computer Science, Information Technology, or a related field (or equivalent work experience)
• High-level professional certifications (e.g., CompTIA Server+, Cisco, Microsoft Certified Solutions Expert (MCSE), ITIL) are often preferred
• Minimum of 2-5 years of experience in IT support, with demonstrated expertise in a senior (Tier 2 or 3) capacity
• Expert knowledge of various operating systems (Windows, macOS, Linux) and enterprise software (Microsoft 365, Active Directory)
• Proven experience with scripting and automation (PowerShell, Bash) to resolve issues and improve efficiency