Tier 2 Support Technician

Job Description

Job Description

Tier 2 Support Technician

Location: Albuquerque, New Mexico, USA (onsite)
Job Type: Full-Time

Department: IT Support / Service Desk
Reports To: IT Support Manager / Helpdesk Supervisor

Step into the Future with Netsurit!

Ranked #305 on Inc. 5000 Americas Fastest-Growing Private Companies and winner of the 2024 Global MSP501 Top 500 Managed Service Providers , Netsurit is not just solving IT problems, were shaping the future of AI-powered innovation .

Help us design, implement, and scale intelligent solutions that empower businesses to automate processes, uncover insights, and accelerate growth. You will work with cutting-edge tools like Microsoft Copilot , Azure AI , and custom machine learning models to turn data into meaningful business outcomes.

Position Overview:

We are seeking an experienced and detail-oriented Tier 2 to join our IT support team. In this role, you'll provide advanced troubleshooting, support escalation management, and resolution for a wide range of IT issues. You'll work closely with Tier 1 support and other IT teams to ensure timely resolution and effective solutions for both hardware and software challenges. Additionally, you'll assist in network/server troubleshooting, application support, and the deployment of new systems and projects.

Primary Responsibilities:

Call Management & Escalations

• Manage inbound support calls, leveraging strong soft skills and professionalism.
• Collect detailed information from users to assess issues thoroughly.
• Handle escalation and de-escalation as required, ensuring that issues are routed appropriately.
• Review, progress, and resolve escalated support tickets in a timely manner.
• Serve as the next level of support for more complex application or desktop issues.
• Provide expert-level troubleshooting for network and server-related issues.
• Collaborate with Tier 2 support and other departments for unresolved escalations or complex cases.

Advanced Support & Troubleshooting

• Provide Tier 2 support for application installations and troubleshooting.
• Diagnose and resolve server-related issues, including security vulnerabilities.
• Troubleshoot and resolve phone configuration problems, escalating hardware issues when necessary.
• Address security alerts from tools like Microsoft Defender.
• Identify and resolve network performance issues.
• Configure and troubleshoot network devices, ensuring optimal configuration and deployment.
• Perform firewall configuration and resolve related issues.

Machine & Project Deployment

• Oversee the deployment of machines, ensuring proper setup and configuration.
• Manage project tickets related to system implementations, upgrades, and other IT projects.
• Work with other teams to ensure successful project completion and delivery.

General Skills & Workflow

• Manage your daily workflow and ticket queue effectively, prioritizing tasks based on urgency and impact.
• Maintain and update internal documentation, including troubleshooting guides and known issues.
• Provide mentorship and support to Tier 1 team members on escalated tickets and solutions.

Required Skills and Qualifications:

• 2–4 years of experience in IT support, with a focus on Tier 2 or higher-level troubleshooting.
• Strong expertise in Windows Server, networking, and desktop applications.
• Familiarity with firewall configuration and troubleshooting.
• Solid experience in troubleshooting network performance issues and diagnosing hardware/software failures.
• Proficiency with ticketing systems and service desk platforms (e.g., ConnectWise, JIRA, ServiceNow).
• Strong communication and soft skills, especially in phone-based support and escalation management.
• Experience with machine deployments and IT project tickets.
• Ability to work independently and in a team environment.
• Knowledge of security best practices and experience with tools like Microsoft Defender.

Preferred Qualifications:

• Certifications such as CompTIA Network+, Microsoft Certified: Azure Fundamentals, or equivalent.
• Experience with network device configuration and deployment (routers, switches, etc.).
• Familiarity with phone system configuration and deployment.
  

Why Netsurit?

• Dream-Driven Culture: Your goals matter here.
• Award-Winning Company: Ranked #305 on Inc. 5000 and Global MSP501 Winner.
• Global Leader: 27 years of excellence serving 600+ businesses.
• Career Growth: Mentorship, training, and advancement opportunities.
• Competitive Perks:
• Excellent benefits package
• 401(k) with company match
• Travel reimbursement
• Paid holidays and PTO

Artificial Intelligence Innovation:
Join Netsurit at the forefront of AI transformation—where technology meets ambition. Help us design, implement, and scale intelligent solutions that empower our clients to automate processes, uncover insights, and accelerate growth. Leverage tools like Microsoft Copilot, Azure AI, and custom machine learning models to turn data into meaningful business outcomes. Be part of a team thats shaping the future of AI-powered innovation.

Note to Agencies: Principals only. No recruiters, no agencies, no unsolicited services.