IT Support Engineer - Tier 2 for Enterprise

Dexian; United States; On-site; USD 42,000 - 64,000; Full time

Job summary

Dexian is seeking an IT Support Technician to provide Tier 1 and Tier 2 support in a professional enterprise environment. You will handle desktop hardware, software, and basic network issues while delivering exceptional customer service.

The role targets professionals with 1–2 years of hands-on IT experience who want to deepen technical and operational skills, support Windows/macOS, user accounts, collaboration tools, and basic infrastructure services.

Qualifications

• 1–2 years of hands-on IT support experience in a professional environment.
• Strong understanding of computer hardware, software, and operating systems.
• Experience supporting Microsoft 365 applications and services.
• Familiarity with Active Directory user administration and access management.

Responsibilities

• Provide Tier 1 and Tier 2 technical support via phone, email, chat, remote tools, and in person.
• Troubleshoot and resolve hardware and software issues involving desktops, laptops, printers, mobile devices, and peripherals.
• Install, configure, and maintain Windows and macOS operating systems and enterprise applications.
• Create, modify, and manage user accounts, permissions, and access using Active Directory and Microsoft 365.
• Document incidents, service requests, troubleshooting steps, and resolutions within the ticketing system (e.g., ServiceNow).
• Escalate complex issues to senior IT staff or third-party vendors when appropriate.
• Perform routine endpoint maintenance, software deployments, patching, and updates.
• Support basic network troubleshooting, including Wi-Fi, VPN, DNS, DHCP, and connectivity issues.
• Assist with employee onboarding and offboarding activities, including device provisioning, imaging, asset management, and shipping.
• Provide technical support for conference rooms, meeting room technology, and collaboration platforms, including Microsoft Teams and Zoom.
• Maintain accurate IT asset inventory and documentation.
• Develop and update knowledge base articles, troubleshooting guides, and standard operating procedures.
• Assist with IT projects, technology rollouts, and office technology initiatives as assigned.
• Provide support to VIP and executive users under the guidance of senior team members
• Assist the Facilities and Audits team with audits, documentation, and related activities as needed.
• Provide onsite technical support at client locations as business needs require.

Skills

IT support experience

Troubleshooting

Customer service

Communication

Team collaboration

Organizational skills

Independent work

Education

Associate's or Bachelor's degree in IT or related field

Tools

Active Directory

Microsoft 365

ServiceNow

Intune

Datto RMM

PowerShell (basic)

Job description

Dexian is seeking an IT Support Technician to provide Tier 1 and Tier 2 support in a professional enterprise environment. You will handle desktop hardware, software, and basic network issues while delivering exceptional customer service.

The role targets professionals with 1–2 years of hands-on IT experience who want to deepen technical and operational skills, support Windows/macOS, user accounts, collaboration tools, and basic infrastructure services.