Tier 2 IT Support Specialist
About The Position
Role and Responsibilities Advanced Troubleshooting Diagnose and resolve complex hardware, software, and network issues requiring deep technical expertise. Perform root-cause analysis to prevent recurring incidents. System Administration Manage and maintain user accounts, permissions, and security policies in Active Directory and Microsoft 365 . Support and execute backup processes, disaster recovery procedures, and system restorations. Network Management Troubleshoot connectivity issues across VPNs, DNS, DHCP, VLANs, firewalls, WiFi access points, and switching infrastructure . Assist in configuring and optimizing network equipment to ensure reliable performance. Documentation & Process Improvement Maintain detailed and accurate records of support requests, resolutions, and system changes. Contribute to the development of internal knowledge bases, SOPs, and continuous improvement initiatives. Mentorship & Collaboration Support and mentor Tier 1 Help Desk staff by providing guidance and technical escalation assistance. Coordinate with third-party vendors, MSP partners, and Level 3 engineers to resolve advanced issues. Management & Organizational Skills Prioritize and manage ticket queues effectively, ensuring timely resolution of client issues. Potentially oversee daily help desk operations or act as a team lead to support workflow and team efficiency.
Requirements
- 24 years of experience in IT support or help desk roles.
- Strong knowledge of Windows/macOS , Microsoft 365 , Active Directory , and Azure AD .
- Understanding of network protocols, firewall management, VPN technologies, DNS/DHCP, VLANs, and WiFi systems.
- Experience with RMM tools such as DATTO is essential.
- Excellent customer service and communication abilities in a fast-paced, client-facing environment.
- Strong problem-solving skills, attention to detail, and the ability to remain composed under pressure.
Nice To Haves
- Prior experience in a Managed Service Provider (MSP) environment is highly desirable.
- Bachelors degree in Information Technology or a related field is a plus.
- Relevant certifications such as CompTIA A+, Network+, Security+ , or Microsoft Certified Professional (MCP) are preferred.
- Experience supporting dental industry applications , including imaging systems and practice management software, is a significant advantage.
Responsibilities
- Diagnose and resolve complex hardware, software, and network issues requiring deep technical expertise.
- Perform root-cause analysis to prevent recurring incidents.
- Manage and maintain user accounts, permissions, and security policies in Active Directory and Microsoft 365 .
- Support and execute backup processes, disaster recovery procedures, and system restorations.
- Troubleshoot connectivity issues across VPNs, DNS, DHCP, VLANs, firewalls, WiFi access points, and switching infrastructure .
- Assist in configuring and optimizing network equipment to ensure reliable performance.
- Maintain detailed and accurate records of support requests, resolutions, and system changes.
- Contribute to the development of internal knowledge bases, SOPs, and continuous improvement initiatives.
- Support and mentor Tier 1 Help Desk staff by providing guidance and technical escalation assistance.
- Coordinate with third-party vendors, MSP partners, and Level 3 engineers to resolve advanced issues.
- Prioritize and manage ticket queues effectively, ensuring timely resolution of client issues.
- Potentially oversee daily help desk operations or act as a team lead to support workflow and team efficiency.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
