IT Escalations Engineer - Tier 2 (Remote/On-site)

Net Friends, Inc.; Durham (NC); Híbrido; USD 65.000 - 75.000; Tempo integral

Benefícios oferecidos por esta vaga

Health insurance

Retirement plan

Stipends

PTO

Holidays

Career development

Team collaboration

Resumo da vaga

Net Friends, Inc. in Durham, NC, is seeking an experienced IT Expert – Tier 2 to act as a key escalation resource within the Support Center. This role combines remote and on-site support for diverse business clients, with rotating after-hours coverage.

You will investigate complex issues, own escalations to resolution, and collaborate with multiple IT teams to implement improvements. A minimum of 3 years in IT support and relevant certifications are valued.

Qualificações

• Three+ years of progressive IT support experience with escalations.
• Experience with Windows 11, hardware, software, and peripherals.
• Working knowledge of Microsoft 365 admin apps (Exchange Online, Teams, SharePoint).
• Experience with Active Directory, Entra ID, permissions and auth.
• Networking fundamentals incl. TCP/IP, DNS, DHCP, VPNs.
• Experience with Windows Server and domain issues.
• Familiarity with remote support tools, ticketing systems, IT security basics, and documentation.

Responsabilidades

• Investigate and resolve escalated Tier 2 issues across OS, apps, networking, and business tech.
• Own escalations to resolution with clear communication and documentation.
• Identify recurring issues and escalate to Tier 3 when needed.
• Provide remote and on-site support following incident/security/change procedures.
• Support Tier 1 technicians with troubleshooting guidance.
• Maintain customer and internal documentation and KB articles.
• Collaborate with teams on service improvements and deployments.

Conhecimentos

Windows 11

Microsoft 365

Active Directory

Networking basics

Windows Server

PowerShell

Remote support tools

Ferramentas

Entra ID

Documentation tools

Descrição da vaga

Net Friends, Inc. in Durham, NC, is seeking an experienced IT Expert – Tier 2 to act as a key escalation resource within the Support Center. This role combines remote and on-site support for diverse business clients, with rotating after-hours coverage.

You will investigate complex issues, own escalations to resolution, and collaborate with multiple IT teams to implement improvements. A minimum of 3 years in IT support and relevant certifications are valued.