IT Support Technician II

The job

The IT Support Technician II sits above Tier 1 and below the engineers, and exists for two reasons: to solve the problems a Technician I cannot, and to grow into an engineer.

You take the harder half of the queue: the desktop, Microsoft 365, and network problems that outlast first contact. You are also the first reader of escalations, deciding what genuinely needs an engineer and what comes back with coaching attached, which is how the whole ladder gets better rather than just busier.

Full-time and non-exempt. Reports to the Service Delivery Manager.

What you would be doing

• Own the Tier 2 queue: the problems that survived first contact and need real diagnosis
• Take escalations from the Technician I, and send back what they could have finished, with a note on how
• Administer Microsoft 365 at depth: Entra ID, Intune, conditional access, and the settings that only matter when they are wrong
• Diagnose network problems past the fundamentals, and know when the firewall is genuinely the answer
• Work on Windows Server under an engineer's direction, and learn why it is built the way it is
• Deliver small projects end to end: workstation rollouts, office moves, and migration assists
• Coach the Technician I, and review their documentation to the standard everyone works from
• Travel to client sites across Lake, Geauga, Cuyahoga, Summit, and Portage counties as scheduled
• Keep training, and take the certifications the company pays for

What you need

• Three or more years of professional IT support experience, including time being the person others escape to, formally or not
• Tier 2 diagnosis you can demonstrate: Windows troubleshooting past the script, Microsoft 365 administration, and networking beyond the fundamentals
• Active Directory and Entra ID administration in production
• The ability to explain a technical problem clearly to a business owner who never wanted to learn about it, in writing and on the phone
• A valid driver's license, a clean driving record, and reliable transportation
• Legal authorization to work in the United States without sponsorship
• Able to work on-site full-time at the Painesville or Hudson office

What helps

• CompTIA Network+ or Security+, or Microsoft AZ-104 finished or in progress
• PowerShell beyond copying and pasting
• Windows Server administration
• Experience with a professional services automation platform and remote monitoring tooling
• Time at a managed service provider, supporting many environments at once

What this role is not

• Not a service desk seat with a bigger number on it. The role carries real ownership: the Tier 2 queue, the escalation filter, and the Technician I's growth are yours.
• Not engineering yet. Project ownership lives with the engineers. Yours is earned through delivering the small ones well.
• Not remote or hybrid. On-site five days a week, plus travel to client sites.
• Not a place to stop talking to clients. The phone stays part of the job at every tier here.

Where it goes

This role is built to produce our next Systems Engineers, and that is a plan rather than a poster. The Systems Engineer role above you asks for three or more years of infrastructure experience, and this seat is where you get it: server work under direction, projects delivered end to end, and a certification budget pointed at the engineering track. When an engineering seat opens, the Technician II who has mastered this job is the first person we look at.

What good looks like in six months

• The Tier 2 queue moving, without engineers pulled into work below them
• Escalations from the Technician I coming back as coaching rather than as finished tickets they never learn from
• A small project delivered end to end, cleanly enough that nobody had to follow you
• Documentation the engineers trust without checking
• Visible progress toward the next certification

Working conditions

Office and client sites. Involves lifting and carrying equipment up to 50 pounds, working under desks and in equipment closets, and driving to client locations during the workday.