Tier II Support Technician

Overview
The Tier 2 Technician is a critical role within our MSP, providing advanced technical support and troubleshooting services for our clients. This position acts as a second line of support, handling more complex issues that cannot be resolved by Tier 1 support. The ideal candidate is a problem-solver with deep technical knowledge and a commitment to delivering exceptional customer service.
Core Responsibilities
* This position may be required to provide on-site services.
Advanced Troubleshooting

• Investigating and resolving escalated technical issues that Level 1 technicians were unable to resolve.
• Performing in-depth analysis of system logs, error messages, and diagnostic tools to identify root causes of problems.

Server Administration

• Managing and administering Windows Server, Linux/Unix servers, or virtualization platforms (e.g., VMware, Hyper-V).
• Configuring and maintaining Active Directory, DNS, DHCP, and other server roles and services.
• Implementing server security measures such as firewall configurations, group policies, and access controls.

Network Infrastructure Management

• Configuring and troubleshooting network switches, routers, and firewalls.
• Implementing VLANs, port forwarding, NAT, and other network configurations.
• Monitoring network performance and optimizing network resources for efficiency and reliability.

Cloud Services Administration

• Managing cloud infrastructure and services (e.g., AWS, Azure, Google Cloud).
• Configuring and troubleshooting cloud-based applications, virtual machines, and storage solutions.
• Implementing cloud security measures such as IAM policies, encryption, and access controls.

Data Backup and Disaster Recovery

• Designing and implementing backup strategies for client data, applications, and systems.
• Performing regular backups and verifying data integrity.
• Planning and executing disaster recovery procedures in the event of data loss or system failure.

Advanced Security Management

• Conducting security assessments and audits to identify vulnerabilities and risks.
• Implementing security patches, updates, and configurations to mitigate security threats.
• Responding to security incidents, performing forensic analysis, and coordinating incident response efforts.

Advanced Endpoint Management

• Configuring and managing endpoint security solutions (e.g., antivirus, endpoint detection and response).
• Implementing endpoint management tools for software deployment, patch management, and remote troubleshooting.

Application Support

• Providing advanced support for business-critical applications and software platforms.
• Troubleshooting application performance issues, database errors, and integration problems.
• Collaborating with software vendors or developers to resolve complex application issues.

Documentation and Knowledge Management

• Documenting detailed procedures, configurations, and troubleshooting steps for complex technical issues.
• Contributing to the development and maintenance of the MSP's knowledge base and internal documentation.

Mentoring and Training

• Mentoring Tier I and Tier II technicians and providing guidance on technical skills development, outside of ticket resolution activities.
• Assist in conducting training sessions or workshops for internal staff on advanced technical topics and best practices.

Ticket Management

• Managing incoming service requests and support tickets through a ticketing system, ensuring timely resolution and proper documentation.
• Escalation of tickets to a Senior Engineer after the initial assessment, if task exceeds Senior Technician responsibility or knowledge base.

Desired Skills and Qualifications

• Prolific understanding of IT principles and an ability to troubleshoot most technical issues.
• Extensive experience with various operating systems, office software, and network configurations.
• Excellent verbal and written communication skills, with an emphasis on providing clear and understandable instructions.
• Strong organizational skills and the ability to multitask effectively.
• A customer-focused attitude, with patience and empathy for user concerns.
• A team player mentality, willing to share knowledge and assist colleagues in a dynamic work environment.

Ticket KPI’s

• 10-13 Tickets closed per day.
• 100%+ Kill Rate

As a Level 2 Technician, you are most often an escalated point of contact for our clients experiencing technical difficulties. Your role is crucial in maintaining the trust and satisfaction of our clients by providing timely, efficient, and effective solutions to their IT challenges.