Tier 2 Helpdesk Support Technician

Recruitment Design; United States; Hybrid; USD 55,000 - 75,000; Full time

Job summary

A technology service provider is seeking a skilled Tier 2 Helpdesk Support Technician to join their team. This hybrid role involves supporting complex technical issues in the NYC Metro area with a focus on client communication and first-time resolutions. Ideal candidates have experience in a Managed Service Provider (MSP) environment and strong skills in Office365, network troubleshooting, and excellent customer service. This is a great opportunity for those looking to enhance their IT career with a dynamic team.

Qualifications

• Experience in a Managed Service Provider (MSP) environment.
• Minimum 12 months' experience supporting Office365 and NOC environments.
• Strong knowledge of Office365 and related tools.

Responsibilities

• Respond to escalated support tickets promptly.
• Troubleshoot and resolve complex IT issues.
• Collaborate with team members to solve customer issues.

Skills

Problem-solving mentality

Excellent communication skills

Customer service skills

Ability to work independently and within a team

Education

Associate's degree (preferred)

Tools

Office365

NOC environments

PSA and RMM tools

Microsoft Windows Server

Active Directory

Citrix

DNS, DHCP, TCP/IP

VMware vSphere

Backup technologies

Job description

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Our client, an established Managed Service Provider, is looking for a skilled Tier 2 Helpdesk Support Technician to join their team in the NYC Metro area.

This is a hybrid role offering flexibility, with a mix of on-site work at client locations across the New York Metro Region and remote work from home. If you thrive in a fast-paced MSP environment, enjoy complex problem-solving, and take pride in fixing issues at first point of contact, this could be the perfect next step in your career.

The Role:

As a Tier 2 Support Technician, you'll be the go-to escalation point for Tier 1 engineers, tackling more complex technical issues across servers, networks, cloud systems, and end-user devices. You'll work directly with clients to diagnose and resolve their IT challenges with a strong focus on first-time resolution.

When issues require additional expertise, you'll elevate appropriately to Tier 3, ensuring a smooth handover and clear communication throughout.

Key Responsibilities:

• Respond promptly to escalated support tickets via phone, email, and customer portal
• Troubleshoot and resolve complex issues relating to servers, networks, PCs, and cloud environments
• Handle escalations from Tier 1 technicians, including monitoring alerts
• Take full ownership of tickets from start to resolution, ensuring excellent client communication
• Document resolutions and update procedures to improve team knowledge
• Collaborate with team members to solve varied customer issues
• Travel to client sites across the NYC Metro area as required
• Escalate critical incidents or highly complex issues to Tier 3 when necessary

What You’ll Bring

Essential Skills and Experience:

• Previous experience working within a Managed Service Provider (MSP) environment** – this is a must
• Minimum 12 months' experience supporting/managing:
• Office365
• Network Operations Center (NOC) environments
• PSA and RMM tools
• Strong knowledge of Office365, Adobetools, and Citrix
• A problem-solving, "fix-it-first-time" mentality
• Excellent communication and customer service skills
• Ability to work independently and collaboratively within a team
• Flexibility to work various shifts, including occasional weekends and holidays

Preferred Skills and Experience:

• Microsoft Windows Server (2012/2016/2019) and Active Directory
• Microsoft Exchange and SQL Server
• Strong understanding of DNS, DHCP, and TCP/IP
• VMware vSphere 6.5+
• Backup technologies
• Security practices and policy frameworks

Preferred Certifications:

• Microsoft certifications
• Cisco certifications (e.g., CCNA)
• VMware certifications
• Fortinet certifications (e.g., NSE)
• CompTIA Security+
• An associate's degree is preferred; however, significant relevant industry experience will be considered.