Tier 2 Helpdesk Specialist - IT Support & Escalations

TGI Office Automation; Boca Raton (FL); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Dental insurance

Health insurance

Vision Insurance

Life Insurance

PTO

401(k)

Job summary

iPower Technologies is seeking a Level 2 Helpdesk Support Professional to provide remote client support and manage ongoing IT issues in a fast-paced environment. The role focuses on Tier 2 escalation, documentation, and proactive communication with customers while ensuring high service levels.

The position requires 2–3 years of IT experience, strong knowledge of Windows Server environments, and expertise in Office 365 administration.

Qualifications

• 2–3 years of IT support experience in a fast-paced environment.
• Experience with Windows Server environments and AD management.
• Strong written and verbal communication, documentation and SOPs.

Responsibilities

• Resolve issues escalated from Tier 1 and work with users to resolve.
• Document initiation, execution, and closing activities for programs/projects.
• Meet or exceed performance metrics.
• Maintain proactive communication with customers and team members to mitigate issues.
• Simulate and recreate user issues to resolve operational difficulties.
• Recommend system modifications to reduce user problems.
• Escalate complex issues to senior technicians.
• Promote a one-team attitude internally and externally.
• Provide extremely service-oriented support.
• Handle multiple priorities with urgency.

Skills

Customer communication

Troubleshooting

Documentation

Professional demeanor

Tools

Active Directory

Exchange & Office 365

Hyper-V/VMware

MSP experience

Job description

iPower Technologies is seeking a Level 2 Helpdesk Support Professional to provide remote client support and manage ongoing IT issues in a fast-paced environment. The role focuses on Tier 2 escalation, documentation, and proactive communication with customers while ensuring high service levels.

The position requires 2–3 years of IT experience, strong knowledge of Windows Server environments, and expertise in Office 365 administration.