Hybrid IT Support Specialist (Tier 2)

Miles IT, Inc.; Atlanta, Miami (GA, FL); Hybrid; USD 48,000 - 68,000; Full time

Benefits offered by this job

Health insurance

401K with company match

Flexible spending account

Paid time off (PTO)

Tuition assistance

Paid holidays

Recreation room

Hardware discounts

Volunteer Time Off

Job summary

Miles IT, Inc. delivers remote IT support, cybersecurity, cloud management, and network optimization for businesses. Our reinforcement group tackles the most complex issues and mentors the team to elevate service levels.

We value detail-oriented, collaborative professionals who thrive in a fast-paced MSP environment, providing guidance across tiered support and maintaining thorough documentation. This role supports remote operations with hybrid work options and strong customer focus.

Qualifications

• 1 year of experience providing IT services to businesses working for an MSP on a helpdesk or 3 years with a single organization working on a help desk.
• Experience working on a technical support team at a tier 2 or tier 3 level.

Responsibilities

• Deliver exceptional remote support according to assigned service plans.
• Proactively identify opportunities to enhance customer experience and system performance.
• Maintain technical documentation of assigned service plans.
• Assist other team members to share expertise and optimize workload.

Skills

Network troubleshooting

Server troubleshooting

Desktop hardware

Cloud services

Education

IT helpdesk experience

Tier 2/Tier 3 support experience

Job description

Our IT Division, empowers businesses by providing comprehensive IT support, cybersecurity solutions, cloud management, and network optimization. We act as your dedicated IT team, ensuring seamless operations, data protection, and technological innovation.

When our clients have a request or issue that requires more technical troubleshooting than our first responders can provide, our reinforcement group steps in to handle the task. Members of the reinforcements group and spends 70% of the day working on the most complex support issues and 30% of the day mentoring the technical team members from the first tier.
Common issues that you will work on include server, network, virtualization, and storage troubleshooting. You will work on problems that may be intermittent and difficult to resolve.

RESPONSIBILITIES

• Deliver exceptional remote support to clients according to assigned service plans.
• Proactively identify opportunities and make recommendations to enhance customer experience and system performance.
• Maintain technical documentation of assigned service plans
• Assist other team members to share expertise and optimize workload, as needed
• Support Specialists can also be Lead Support Specialists who are responsible for providing technical guidance and support to others on their crew.
• Responsible for remotely supporting assigned service plans and other customers
• Responsible for making recommendations to improve customer experience and systems
• Responsible for technical documentation of assigned service plans

TRAITS

• Detail-oriented, analytical and logical
• Flexible and relentlessly optimistic
• Results-focused with a can-do attitude
• Team-focused and responsible

EDUCATION

REQUIRED:

• 1 year of experience providing IT services to businesses working for an MSP on a helpdesk or 3 years with a single organization working on a help desk
• Experience working on a technical support team, at a tier 2 or tier 3 level

SKILLS

• Ability to diagnose and fix complex hardware and software issues for desktops, servers, cloud services, and networks
• Exceptional organizational skills
• Excellent communication skills and professionalism
• Strong passion for working with information technologies

We Do Remote Right

Miles IT supplies the necessary hardware for our remote employees and our staff enjoy the no-stress commute to their workstations every day. We maintain a close-knit team and a sense of comradery through group chats and video meetings.

Our Hybrid IT Support staff are set up to work from home, and may be deployed to an area client location up to 50% of the time.

How Success is Measured:

Our IT support team is committed to delivering exceptional service. We measure success by ensuring customers feel their issues are addressed promptly and effectively. Our IT Support Consultants aim to resolve 60% of requests promptly, ensuring no issues persist due to a lack of expertise. Our team’s technical skills are continually evolving through both daily work and dedicated development efforts. With an average of 11 tasks completed per day, our team demonstrates our efficiency and commitment to customer satisfaction.

• iT associate
• iT support consultant
• sr IT support consultant
• IT support specialist
• sr IT support specialist

Helping People Accomplish More

Take a look at the teams & culture that make up Miles IT!

our culture

Being an Inclusive, Welcoming Work Environment

At Miles IT, everyone matters and belongs.

We uplift diverse voices and celebrate people of all backgrounds and walks of life. Our team is dedicated to creating a caring environment where everyone feels seen, heard, and respected for who they are.

Our beliefs aren’t just words on a poster—we live them every day.

As a company, we’re committed to ongoing education and growth so our employees succeed and thrive. We strive to help people accomplish more through technology and believe that true innovation starts with an inclusive, caring work environment.

• We keep our people and their families top-of-mind. Flexible time policy, full suite of company benefits, and outings for teammates & families to enjoy together.
• We advocate for what we believe is right. Our team members are encouraged to speak up and share their perspectives—we believe that real impact comes from thoughtful listening and understanding.
• We champion continual development and growth. Through career development, Miles U sessions, and manager training, we ensure every team member has equal access to learning and leadership opportunities.

These are for our full-time US employees. For position-specific information, check your job listing and location.

Medical, Dental, and Vision Insurance

401K with Company Match

Flexible Spending Account

Supplemental Insurance Plans

Paid Time Off that Rolls Over Each Year

Tuition Assistance

Paid Holidays

Full of healthy breakfast and lunch items.

Build your own desk area how you like.

Enjoy outdoor seating, grills, and a garden.

Includes massage chairs and our library.

Recreation Room

Ping pong, billiards, shuffleboard, and more!

Fully-equipped gym with basketball and racketball courts.

Perks for Everyone

Casual Dress Code

Whether in the office or at home, stay comfortable while you work.

Flexible Time Policy

Make time for yourself when you need it most with flexible hours and PTO.

Ongoing Training

Continue learning with MilesU and tuition reimbursement.

Work one-on-one with your manager to define your path.

Join after-hour programs with your team.

Hardware Discounts

Use our discounts on hardware for your personal setup.

We believe helping people accomplish more is essential to the success and growth of our local communities. Miles Helps is designed to support the many charities our employees are passionate about through volunteer time-off, donations, and financial commitments.

With Volunteer Time-Off, our team can volunteer their time without losing a day’s income. Employees can use this for any non-profit work, but we often choose to make it a team effort. We know we get more done together. We like to use that energy to help our community!

Hear From Us!

Hear from some of our Miles IT employees.