Support Technician II (Tier 2) at qnectU

qnectU IT Services Utah; Sandy (UT); On-site; USD 39,000 - 44,000; Full time

Benefits offered by this job

Medical and dental insurance

Holiday pay

Paid time off

Job summary

qnectU IT Services Utah is seeking a Tier 2 technician to handle escalated tickets, perform scheduled technical work, and communicate with clients while documenting every step.

You will troubleshoot issues, identify root causes, implement solutions, and contribute to internal documentation. Occasional on-site visits and remote work comprise the role, with a focus on improving processes and knowledge sharing.

Qualifications

• At least two years of experience in a technical support role within an MSP environment.
• A+ and Network+ certifications, or equivalent knowledge and experience.
• The ability to troubleshoot Windows, macOS, Microsoft 365, Active Directory, and foundational networking technologies such as DNS, DHCP, VPNs, and firewalls.
• Previous experience using an RMM and PSA, along with an understanding of why accurate ticketing and tool usage matter.
• A valid driver’s license and a clean driving record for local client-site visits.
• The ability to pass a background check.

Responsibilities

• Handle escalated tickets and scheduled technical work.
• Client communication, documentation, and occasional on-site visits.
• Troubleshoot issues and identify root causes; implement solutions.
• Convert solutions into useful internal documentation.
• Identify potential project work when tickets become too large or complex.
• Follow established service workflows and technical standards.

Skills

Windows troubleshooting

macOS troubleshooting

Microsoft 365

Active Directory

Networking basics

Documentation

Education

A+ and Network+ certifications

Tools

RMM

PSA

Job description

Are you tired of working somewhere that has you doing the same thing every single day?

Are you looking to grow, not just collect a paycheck?

Do you want to be part of something bigger than fixing computers?

If you said yes to all three, keep reading. If you are happy where you are, this may not be for you, and that is fine.

The Problem with Most Tech Jobs

You know the drill. You show up. You work the queue. The same printer issues. The same password resets. The same clients asking the same questions because nobody documented the solution the first time.

The tools may be outdated or inconsistently configured. Processes exist, but they are not always followed. Too much depends on whoever happens to be available, and good ideas often get lost in the urgency of the day.

You are busy, but you are not necessarily growing.

And when you try to do things right—documenting a fix, identifying a recurring issue, or suggesting a better way to handle something—it may not go anywhere because there is no consistent process for turning improvements into action.

Eventually, people stop trying. The company stays stuck, and so do you.

That is not what we are building at qnectU.

What Makes This Different

We believe a strong MSP should run on clear systems, shared standards, and personal accountability.

We have established processes for how work is received, assigned, escalated, documented, and reviewed. We also recognize that a growing company must continue refining those systems as the team, client base, and complexity of the work increase.

We are not claiming that every process is perfect or that every answer already exists in a document. What we can offer is a company that takes operational improvement seriously and is actively working toward greater consistency, stronger documentation, and clearer expectations across the team.

You will have structure to work within, experienced people to learn from, and the opportunity to help improve the systems you use every day.

That means two things for you:

You’ll know what is expected. We have defined workflows, service standards, and escalation paths designed to keep work moving and reduce unnecessary confusion. You will not be expected to figure everything out alone.

You’ll have a voice in making things better. When a process is unclear, documentation is missing, or the same problem keeps happening, we want you to speak up and help improve it. Strong systems are not created once and forgotten. They get better because the people using them contribute what they learn.

What You Will Do

You are a Tier 2 technician. That means you handle work that the front line could not resolve during the initial troubleshooting process—not because they are bad at their jobs, but because some problems require more time, experience, or a different approach.

Your day will include escalated tickets, scheduled technical work, client communication, documentation, and occasional on-site visits.

You’ll dig into problems and determine what is actually happening (not just what the user believes is happening). You’ll troubleshoot the issue, identify the root cause when possible, implement the appropriate solution, and document what you did.

When the same issue is likely to happen again, you will help turn the solution into useful internal documentation.

When a problem is too large or complex to remain a support ticket, you’ll identify it as potential project work so it can be properly scoped and scheduled instead of remaining open indefinitely.

Most support is handled remotely, but some situations require an on-site visit. You won’t be stuck at a desk all day, and you won’t be on the road all day either.

You talk to clients like a human being. You explain what happened, what you did, and what they should expect next. You won’t hide behind jargon or disappear after the fix. You close the loop.

You will also:

• Contribute to and improve our internal knowledge base
• Follow established service workflows and technical standards
• Help identify opportunities to strengthen documentation and processes
• Support client onboarding by deploying tools, verifying configurations, and assisting users
• Participate in team reviews focused on service quality, recurring issues, and operational improvement
• Share knowledge with other technicians and collaborate on difficult problems
• Take ownership of your continued technical and professional development
• Help create a more consistent experience for both clients and fellow team members

What You Need to Have

The Non-Negotiables

• At least two years of experience in a technical support role within an MSP environment
• A+ and Network+ certifications, or equivalent knowledge and experience
• The ability to troubleshoot Windows, macOS, Microsoft 365, Active Directory, and foundational networking technologies such as DNS, DHCP, VPNs, and firewalls
• Previous experience using an RMM and PSA, along with an understanding of why accurate ticketing and tool usage matter
• A valid driver’s license and a clean driving record for local client-site visits
• The ability to pass a background check

What Will Set You Apart

• You appreciate structure but are also willing to help improve it
• You document your work because you understand that a fix is more valuable when the rest of the team can learn from it
• You notice recurring issues and look beyond the immediate ticket for a longer-term solution
• You communicate technical information to non-technical people without making them feel uncomfortable or uninformed
• You are comfortable asking questions, receiving feedback, and admitting when you do not know something
• You can follow an established process without needing step-by-step instructions for every situation
• You are more interested in solving the problem and strengthening the team than in being seen as the hero who fixed it
• You take ownership of your work and follow through until the issue is fully resolved

What You Get

Pay: $28-$32 per hour, depending on experience, certifications, and what you bring to the role.

Benefits: Medical and dental insurance, holiday pay, and paid time off.

Hours: 8:00 AM to 5:00 PM, in-office, with local client-site visits as needed.

You will be joining a growing company that has established systems and standards while continuing to improve how it operates.

You will receive direction, onboarding, and support. You’ll also be expected to ask questions, take ownership of your learning, and contribute to the continued improvement of the team.

We are building a company where good work is repeatable, expectations are clear, and people have room to grow as the business grows. We are not finished—and we do not expect a growing company ever to be—but we are intentional about where we are going and how we plan to get there.

Equal Opportunity Employer

qnectU is an equal opportunity employer. We welcome applicants from all backgrounds.