IT Support Technician (Tier 2)

Salary: $52,000 - 60,000 per year Requirements:

• At least one year of professional IT experience or formal education in IT or networking.
• Strong communication skills, including the ability to guide clients clearly and confidently by phone and email.
• Knowledge or experience with Windows Server and desktop operating systems, firewall, WAN and VPN technologies, Microsoft 365, Entra, Active Directory Services, email security and filtering, and macOS.
• Dependability, personal accountability, and willingness to learn and adapt as technology evolves.
• Strong troubleshooting and problem-solving abilities, with the ability to work independently and collaboratively.
• Valid drivers license, auto insurance, and a good driving record.

• Provide technical assistance to clients by phone, email, and remote support tools.
• Troubleshoot and resolve hardware, software, and network issues.
• Travel to client sites in a company vehicle to provide hands-on support, installations, upgrades, and maintenance.
• Debrief the team after onsite visits.
• Log and prioritize support requests in our ticketing system, monitor open tickets for timely resolution and SLA adherence, and escalate complex issues to senior engineers when needed.

• Active Directory
• Firewall
• Hardware
• Support
• macOS
• Microsoft 365
• Network
• Security
• VPN
• Windows
• Office 365
• Incident Management

More:

We are Coastline Technologies, a small, family-owned managed service provider based in Lakeville, Massachusetts. From our newly renovated office, we provide IT support and VoIP phone services to clients across eastern Massachusetts and northern Rhode Island. We value straightforward, honest support, industry best practices, and making technology simpler for small and medium-sized businesses. This full-time, in-person Tier 2 role offers a supportive, relaxed team environment and opportunities to grow your skills across network management and IT support. The workweek is 37.5 hours, Monday through Friday, 8:30 a.m. to 5:00 p.m., with a paid lunch hour, plus a rotating two-weeks-on, two-weeks-off emergency on-call schedule. Compensation is $52,000–$60,000 annually, depending on experience, certifications, and education, with an additional tax-free health reimbursement of up to $537.50 monthly for individual coverage or $1,091.66 for family coverage, and a $50 monthly cell phone reimbursement. We also offer educational reimbursement, paid emergency after-hours coverage, a 90-day alignment review, annual performance reviews, potential year-end bonuses, 15 days of PTO (increasing to 20 after three years), 12 paid holidays, and paid leave for parental and pet-related events.

last updated 41 week of 2026