IT Expert - Tier 2

Net Friends; Durham (NC); Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Health, dental, vision, disability, &l

Job summary

Net Friends, a Durham-based IT services provider, seeks an experienced IT support professional to troubleshoot and resolve escalated issues for multiple clients. The role combines remote and on-site work within the Research Triangle area, including after-hours on-call rotation.

The position emphasizes ownership of complex tickets, strong documentation, and collaboration with Tier 3 teams. A background in Windows environments, Microsoft 365, and security practices is preferred.

Qualifications

• Three+ years of professional IT support experience, including escalated issues.
• Associate’s or bachelor’s degree in IT or equivalent combo of education/experience.
• Certifications such as Network+ or Security+ are valued but not required.

Responsibilities

• Investigate, troubleshoot, and resolve complex technical issues escalated from Tier 1.
• Own escalated requests through to resolution with clear communication and documentation.
• Identify recurring issues and elevate complex problems to Tier 3 or specialists.
• Provide remote and on-site support following incident/security/change processes.
• Create and maintain knowledge base articles and troubleshooting procedures.
• Collaborate with other technical teams on service improvements and deployments.

Skills

Troubleshooting expertise

Independent problem solving

Customer-focused communication

Analytical thinking

Remote and on-site support

Education

AS/ASc in IT or BS in IT

Industry certifications (valued)

Tools

PowerShell

Microsoft Intune

Remote monitoring & management tools

Job description

Ready to take your technical expertise to the next level?

Are you the person other technicians turn to when troubleshooting gets complicated? Do you enjoy investigating challenging technical issues, finding solutions, and helping others strengthen their skills?

YOUR ROLE AND LOCATION

This position provides both remote and on-site IT support to businesses throughout the Research Triangle area.

• Schedule: Monday–Friday, 8:30 AM–5:30 PM
• Location: Durham, NC, with travel to client locations as needed
• On-Call: Rotating after-hours schedule, including evenings and weekends
• Compensation: $65,000 - $75,000 annually

WHAT YOU'LL DO

• Investigate, troubleshoot, and resolve complex technical issues escalated from Tier 1 support, including problems involving operating systems, Microsoft 365, networking, applications, and related business technologies
• Take ownership of escalated support requests through resolution, maintaining clear customer communication, accurate documentation, and adherence to service-level commitments
• Identify recurring technical issues, recommend solutions, and elevate advanced problems to Tier 3 or specialized technical teams when appropriate
• Provide professional remote and on-site technical support while following established incident management, security, and change management procedures
• Serve as a technical resource for Tier 1 technicians, sharing troubleshooting guidance and best practices
• Maintain customer and internal technical documentation, including knowledge base articles and troubleshooting procedures
• Collaborate with other technical teams on service improvements and assist with occasional technical projects or deployments

TECHNICAL KNOWLEDGE & SKILLS

Required Qualifications

• Strong troubleshooting experience with Windows 11, desktop hardware, software applications, and peripherals
• Working knowledge of Microsoft 365 administration, including Exchange Online, Teams, and SharePoint
• Experience with Active Directory, Microsoft Entra ID, user permissions, and authentication
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and connectivity troubleshooting
• Experience troubleshooting Windows Server and domain-related issues
• Familiarity with remote support tools, ticketing systems, IT security fundamentals, and technical documentation
• Demonstrated ability to independently investigate and resolve complex technical issues
• Familiarity with Microsoft Intune, PowerShell, automation, backup solutions, or remote monitoring and management tools

Preferred Qualifications

• Experience supporting multiple business clients in a Managed Service Provider (MSP) environment
• Experience supporting macOS operating systems and Apple hardware

WHAT YOU BRING TO THE TABLE

• Strong analytical thinking and a methodical approach to problem-solving
• Ability to research unfamiliar technical issues and develop practical solutions independently
• Excellent customer service, communication, and organizational skills
• Confidence working autonomously while knowing when to collaborate or elevate
• A collaborative mindset, willingness to share knowledge, and a passion for technology and a job well done

EDUCATION & EXPERIENCE

• Three or more years of progressively responsible professional IT support experience, including troubleshooting complex or escalated technical issues
• An associate's or bachelor's degree in IT, relevant industry certifications, or an equivalent combination of education, training, and experience

Certifications such as CompTIA Network+, Security+, or Microsoft role-based certifications are valued but not required.

WHY SHOULD YOU APPLY?

At Net Friends, we believe great technology support starts with great people. We value collaboration, continuous learning, and helping our team members build meaningful careers.

Our benefits include:

• Company-paid health, dental, vision, disability, life, and AD&D insurance for employees, with additional health insurance options available
• 401(k) and Roth retirement plans with company match
• Monthly phone, internet, and travel stipends, plus after-hours incentivesThree weeks of flexible PTO during your first year, increasing to four weeks annually after your first year
• Five days of Paid Sick Leave annually and eight paid holidays
• Professional development resources and opportunities for career advancement and technical specialization
• A collaborative team that values work-life balance and supporting one another

READY TO LEVEL UP AS A [NET] FRIEND?

If you're an experienced IT professional who enjoys solving challenging problems, supporting others, and continuing to grow your technical expertise, we'd love to hear from you.

Net Friends is an equal opportunity employer. We consider qualified applicants without regard to legally protected characteristics.