Tier 2 - IT Support Specialist (MSP)

About Us

We are a growing Managed Service Provider (MSP) supporting small and mid-sized businesses across multiple industries. Our technicians work with a wide range of technologies and client environments.

Position Summary

We are looking for a Tier 2 IT Support Technician who enjoys troubleshooting complex issues and providing excellent client support. This role is best suited for someone who already has several years of hands-on IT support experience and is comfortable resolving escalated technical issues independently.

Your Responsibilities

• Troubleshoot and resolve escalated IT issues from Tier 1 technicians
• Support Windows workstations, servers, and Microsoft 365 environments
• Manage Active Directory users, permissions, and policies
• Diagnose network issues including DNS, DHCP, VPN, and connectivity problems
• Provide remote and occasional onsite support for clients
• Document all work clearly in the ticketing system
• Maintain strong communication with both clients and internal team members

Required Experience

• 3+ years of professional IT support experience
• Experience supporting Windows environments and Microsoft 365
• Experience with Active Directory administration
• Understanding of network fundamentals (DNS, DHCP, VPN)
• Experience using a ticketing system
• Strong troubleshooting and customer service skills

Preferred Experience

• Experience working at a Managed Service Provider (MSP)
• Familiarity with RMM tools and remote support platforms
• Experience supporting multiple client environments
• IT certifications such as CompTIA A+, Network+, or Microsoft

What We Value

We are looking for technicians who:

• Take ownership of problems and see them through to resolution
• Communicate clearly with non-technical users
• Work well in a fast-paced environment
• Continuously improve their technical skills