IT Expert - Tier 2

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

Benefits offered by this job

Health insurance

Retirement plan

Stipends

PTO

Holidays

Career development

Team collaboration

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Windows 11

Microsoft 365

Active Directory

Networking basics

Windows Server

PowerShell

Remote support tools

Tools

Entra ID

Documentation 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?

Net Friends is looking for an experienced IT Expert – Tier 2 to join our Support Center team in Durham, North Carolina. In this role, you'll serve as a key technical escalation resource, taking ownership of complex issues while supporting a diverse group of business clients and collaborating with a team of IT professionals.

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 incentives.
• Three 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.

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