Tier 2 Help Desk

Patriot Talent Solutions; Knoxville (TN); On-site; USD 60,000 - 80,000; Full time

Job summary

Patriot Talent Solutions is seeking a Tier 2 Support Technician to provide advanced IT support for a diverse client base. You will troubleshoot escalated Windows, Microsoft 365, Active Directory, and networking issues, delivering professional, customer-focused service.

You will serve as the escalation point for Tier 1, perform root cause analysis, support onboarding, migrations, upgrades, and proactive monitoring while communicating clearly with end users and clients.

Qualifications

• 3+ years of IT support, help desk, desktop support, or systems administration.
• Strong Windows troubleshooting skills.
• Experience with Microsoft 365 environments.
• Experience with Active Directory, Group Policy, DNS/DHCP, VPN.
• Excellent customer service and communication skills.

Responsibilities

• Serve as the primary escalation point for Tier 1 support technicians.
• Troubleshoot and resolve Windows, 365, AD, networking, printers, and endpoint security issues.
• Perform root cause analysis and document resolutions.
• Support onboarding, migrations, upgrades, and infrastructure projects.
• Monitor and maintain client environments proactively.
• Communicate with end users in a professional, client-focused manner; escalate to senior engineers when needed.

Skills

Customer service

Multitasking

Windows troubleshooting

Microsoft 365

Communication

Education

CompTIA A+ or equivalent

Microsoft certifications (MCSE/MCSA)

Tools

RMM

Ticketing systems

VMware/Hyper-V

Azure

Job description

Tier 2 Support Technician

Overview

Our client is seeking a Tier 2 Support Technician to provide advanced technical support for a diverse client base. This individual will troubleshoot escalated desktop, server, network, Microsoft 365, and infrastructure issues while delivering exceptional customer service.

Key Responsibilities

• Serve as the primary escalation point for Tier 1 support technicians.
• Troubleshoot and resolve issues involving:
  • Windows desktop and server environments
  • Microsoft 365
  • Active Directory
  • Networking (switches, firewalls, VPNs, wireless)
  • Printers and peripheral devices
  • Endpoint security solutions
• Perform root cause analysis and document resolutions.
• Support client onboarding, migrations, upgrades, and infrastructure projects.
• Monitor and maintain client environments proactively.
• Communicate with end users and clients in a professional, customer-focused manner.
• Escalate complex issues to senior engineers when appropriate.

Required Qualifications

• 3+ years of IT support, help desk, desktop support, or systems administration experience.
• Strong Microsoft Windows troubleshooting skills.
• Experience supporting Microsoft 365 environments.
• Working knowledge of:
  • Active Directory
  • Group Policy
  • DNS/DHCP
  • VPN connectivity
  • Networking fundamentals (TCP/IP, routing, switching)
• Excellent customer service and communication skills.
• Ability to manage multiple priorities simultaneously.

Preferred Qualifications

• MSP (Managed Service Provider) experience.
• Experience with RMM and ticketing systems.
• Experience supporting virtualization platforms (VMware or Hyper-V).
• Experience with Azure or cloud technologies.
• CompTIA A+, Network+, Security+, Microsoft certifications, or equivalent.

Recruiter Screening Questions

• How many years of IT support experience do you have?
• Have you worked in a managed services (MSP) environment?
• What percentage of your experience is supporting Microsoft 365?
• Describe your experience with Active Directory and Group Policy.
• What types of networking issues have you troubleshot independently?
• Have you been the escalation point for Tier 1 technicians?

Ideal Backgrounds

• Tier 2 Support Technician
• Help Desk Lead
• Systems Support Analyst
• Desktop Support Engineer
• IT Support Specialist
• Service Desk Engineer
• Network Support Technician
• MSP Support Technician

Equal Opportunity Employer/Veterans/Disabled