Senior Tier 2 IT Support Specialist

Albuquerque Computer & Electronics Recycling Co.; Albuquerque (NM); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Paid time off

401(k)

Employee discounts

Vision insurance

Dental insurance

Job summary

ABQ-IT is seeking a Tier 2 IT Support Technician to troubleshoot complex issues, support client infrastructure, and manage escalated requests. You will handle remote and onsite support across multiple client environments, collaborating with Tier 1, engineering, security, and vendors to improve service delivery.

The ideal candidate has strong Windows troubleshooting, M365 expertise, and solid networking knowledge, with excellent communication skills for both technical and nontechnical users.

Qualifications

• Independently resolve Tier 2 desktop, app, account and network issues.
• Strong Windows troubleshooting skills and Microsoft 365 administration.
• Practical understanding of networking, identity management, and patching.
• Experience with remote support and ticket management systems.
• Systematically investigate, identify root causes and verify resolutions.
• Clear written and verbal communication with technical and nontechnical users.
• Prioritize multiple requests and maintain accurate documentation.
• Sound security judgment and appropriate escalation.

Responsibilities

• Diagnose and resolve escalated hardware, software, OS, and network issues.
• Troubleshoot Windows workstations, business apps, printers, scanners, and peripherals.
• Support Microsoft 365: Exchange Online, Outlook, Teams, OneDrive, SharePoint, Entra ID.
• Troubleshoot Active Directory, user accounts, permissions, drives, and print services.
• Manage onboarding/offboarding, identity management, and access requests.
• Take ownership of escalated tickets through to verified resolution.
• Create and maintain technical documentation and runbooks.

Skills

Tier 2 support

Windows troubleshooting

Microsoft 365 admin

Networking fundamentals

Remote support

Documentation

Team collaboration

Tools

RMM

PSA

PowerShell

Job description

ABQ-IT is seeking a Tier 2 IT Support Technician to troubleshoot complex issues, support client infrastructure, and manage escalated requests. You will handle remote and onsite support across multiple client environments, collaborating with Tier 1, engineering, security, and vendors to improve service delivery.

The ideal candidate has strong Windows troubleshooting, M365 expertise, and solid networking knowledge, with excellent communication skills for both technical and nontechnical users.