Support Technician Tier 2

TeamLogic IT Oklahoma City; Oklahoma City (OK); Hybrid; USD 52,000 - 68,000; Full time

Job summary

TeamLogic IT Oklahoma City is seeking a detail-oriented Tier 2 Support Technician to join our in-office team. You will handle real-time technical support by phone and email, assist clients, and help maintain smooth operations across devices and platforms.

The role requires 3+ years in IT support, a High School diploma, and an A+ certification. You should be comfortable working primarily in the office with occasional remote flexibility, starting at 8:00 AM.

Qualifications

• High School diploma and A+ certification required.
• Minimum 3 years of experience in IT support.
• Willingness to work primarily in-office with occasional remote flexibility.

Responsibilities

• Troubleshoot and resolve customer requests via phone and email.
• Handle inbound calls with professionalism and empathy during high-volume periods.
• Coordinate with teammates to triage, organize, and prioritize service requests.
• Maintain clear communication with teammates and customers on issue status.
• Document all work, including time entries and resolution notes.
• Participate in a shared on-call rotation after onboarding.

Skills

Mac support

Windows support

iOS support

Android support

Education

High School diploma or equivalent

A+ certification

Tools

Windows Server

Active Directory

Microsoft 365 Admin Center

Job description

Location: Oklahoma City, OK (In-office with occasional flexibility)

Are you looking for a workplace that values hard work while maintaining a fun, team-oriented culture?

Do you enjoy building relationships, solving problems, helping businesses succeed, and having variety in your day-to-day work? If so, you might be a great fit for our team!

We're currently seeking a detail-oriented Tier 2 Support Technician to join our diverse team in Oklahoma City. This role involves a strong presence on the phone and occasional flexibility for remote work when needed, though most days will be in-office.

Day-to-Day Overview

As a Tier 2 Support Technician, your day will primarily involve answering client phone calls and providing real-time technical support with professionalism and empathy. You'll also monitor and manage the email ticket queue, ensuring timely responses and resolutions. While most support is handled remotely from the office, you'll occasionally perform onsite visits to assist clients directly when needed.

Responsibilities

• Troubleshoot and resolve customer requests submitted via phone and email
• Handle inbound calls with professionalism and empathy, maintaining a calm demeanor during high-volume periods
• Coordinate with team members to triage, organize, and prioritize service requests
• Maintain clear communication with teammates and customers regarding issue status and expectations
• Document all work thoroughly, including time entries and resolution notes
• Participate in a shared on-call rotation after completing onboarding and training

Skills

Technical Skills

• Proficiency supporting Mac, Windows, iOS, and Android operating systems
• Experience with Windows Server and Active Directory (preferred)
• Familiarity with Microsoft 365 Admin Center for administration and troubleshooting (preferred)

Soft Skills

• Ability to manage multiple requests simultaneously
• Excellent communication, interpersonal, and organizational skills
• Quick learner with strong analytical and problem-solving abilities
• High attention to detail and a coachable mindset
• Positive attitude, strong work ethic, and a service-oriented approach
• Active listener with empathy and initiative

Requirements

• High School diploma or equivalent
• A+ certification
• Minimum 3 years of experience in an IT support role
• Ability to work primarily in-office in Oklahoma City, with occasional flexibility for remote work when circumstances require
• Prolonged use of computers and related equipment
• Pre-employment background check and drug test
• Expected to be onsite and ready to begin work by 8:00 AM to ensure consistent support coverage

Physical Requirements

• Sitting for approximately 90% of the time
• Light to medium lifting 11-20 lbs occasionally

Evaluation Period

This position includes a 90-day evaluation period, with the intention to transition to full-time employment for candidates who excel.

About TeamLogic IT of Oklahoma City

Established in 2007, TeamLogic IT of OKC is one of 250+ MSP franchise locations worldwide. Our mission is to eliminate the stress business owners face in managing and securing their IT infrastructure. We ensure their technology supports operations reliably, scales with growth, and protects their intellectual property.

We invest equally in technical and customer service training, mentoring, and development. Many can solve technical problems - few can solve them while turning someone's bad day into their best day. We love doing that daily. If you do too, we'd love to meet you.