Tier 2 IT Support Specialist

Job Description

Job Description

As a Tier 2 IT Support Specialist, you'll be more than just a technical expert—you’ll embody the values of Proactivity, Results, Integrity, Development, and Empathy. This is a hands-on, Tier 2 role that combines technical skill, mentorship, and white-glove service delivery. You will support both reactive and proactive IT needs across our growing client base, ensuring exceptional uptime and client satisfaction.

Key Responsibilities

P — Proactivity & Precision

• Serve as the escalation point for unresolved Tier 1/2 support issues—remotely and onsite.

• Monitor infrastructure using Datto RMM and manage assets through Autotask and ITGlue.

• Perform proactive system maintenance to prevent downtime before it starts.

• Manage backup solutions, security stack, patching, and networking proactively.

R — Results for the Forgotten

• Deliver responsive, high-touch support to clients often overlooked by larger MSPs.

• Support Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams), servers, network equipment, and macOS/Windows devices.

• Troubleshoot VPNs, remote desktop systems, and third-party business applications.

• Treat every issue—no matter how small—as a priority worth solving.

I — Integrity Through Accountability

• Fully own assigned tickets: log accurate details, document resolutions, and follow up with clients.

• Track time and activities daily in Autotask (targeting 32 hours billable hours per week).

• Adhere to internal SOPs and escalate only after Tier 2 troubleshooting is exhausted.

• Participate in after-hours on-call support per rotation schedule.

D — Development & Growth

• Mentor others and contribute to team knowledge through documentation and best practices.

• Stay current with certifications and evolving technologies.

• Collaborate on internal and client-facing projects and clearly document all project work.

• Bring ideas to improve tools, automation, documentation, and team processes.

E — Empathy for the Client Hero

• Communicate clearly with clients to ensure they understand what’s happening and why.

• Build trust by being reliable, respectful, and results driven.

• Represent the brand with professionalism and emotional intelligence, especially during stressful incidents.

Performance Expectations

1. Ticket Handling & Resolution – Timeliness, documentation, client satisfaction, and SLA adherence.

1. Communication & Professionalism – Clear updates, positive attitude, and team alignment.

1. Time Management & Productivity – Accurate time logging and efficiency in issue handling.

1. Troubleshooting & Technical Accuracy – Use of SOPs, logical diagnosis, and long-term fixes.

1. Team Contribution & Project Execution – Collaboration, mentorship, and follow-through.

What You Bring

• 4+ years of experience in IT support (preferably MSP or fast-paced service environment).

• Proficient in Windows and macOS endpoint support, Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive), and Azure Active Directory.

• Strong understanding of networking protocols and equipment including DNS, DHCP, TCP/IP, VLANs, firewalls, switches, routers, and VPNs.

• Hands-on experience with backup systems, endpoint protection, patching, MFA deployment, and basic security protocols.

• Familiarity with virtualization (Hyper-V or VMware) and remote access tools (e.g., RDS, VPNs).

• Experience supporting and securing cloud environments, including Microsoft Intune, conditional access, and identity protection.

• Solid troubleshooting skills for email filtering systems, phishing mitigation, and spam prevention tools.

• Knowledge of remote management best practices and automation using RMM tools.

• Experience with line-of-business (LOB) application support and integration across diverse client environments.

• Experience with RMM/PSA platforms such as Datto RMM, Autotask, and ITGlue.

• Bonus: Working knowledge of scripting or automation using PowerShell.

• Associate degree or equivalent experience (including military); certifications such as CompTIA A+, Network+, Security+, or Microsoft are highly valued.

• Outstanding documentation, self-management, and interpersonal communication skills.

• A client-first mindset with a bias for action, ownership, and team success.

Compensation & Benefits

• Competitive Salary

• Health, Dental & Vision Insurance

• 401(k) with Safe Harbor Match

• Unlimited PTO based on company policy

• Paid Certifications & Career Development

Work Location

This will require travel across the Colorado Front Range, including Denver, Boulder, Longmont, Brighton, Lafayette, Lakewood, and surrounding areas. Candidates must be based in or near the Denver Metro area. May work remotely at times.

Small but rapidly growing MSP, providing computer and networking support to businesses in the Colorado Front Range region since 1993. We specialize in providing reliable, efficient, and timely IT support and consulting services to companies of all sizes. In the business world today, building and maintaining a reliable computer network system is not only a standard but also a necessity.

Company Description

Small but rapidly growing MSP, providing computer and networking support to businesses in the Colorado Front Range region since 1993. We specialize in providing reliable, efficient, and timely IT support and consulting services to companies of all sizes. In the business world today, building and maintaining a reliable computer network system is not only a standard but also a necessity.