Tier 2 IT Support Engineer – Windows, M365 & Networking

Express Employment Professionals - Cincinnati East; Tallahassee (FL); On-site; USD 55,000 - 75,000; Full time

Job summary

Express Employment Professionals - Cincinnati East seeks a Tier 2 Support Technician to provide advanced technical support, handle escalations from Tier 1, and troubleshoot enterprise environments.

You will resolve escalated issues, manage Windows Server/AD, and support Microsoft 365, networking, and virtualization, while mentoring Tier 1 staff and contributing to on-call coverage. This role focuses on maintaining service levels across diverse client environments.

Qualifications

• 2–3 years of IT support, help desk, or MSP experience.
• Experience supporting Windows Server and Active Directory.
• Strong knowledge of Microsoft 365 and Windows 10/11.
• Understanding of networking, virtualization, VPNs, and firewall configurations.
• Experience with ticketing systems and remote support tools.
• Strong troubleshooting, communication, and customer service skills.

Responsibilities

• Resolve escalated technical support issues and perform root cause analysis.
• Administer and troubleshoot Windows Server, Active Directory, DNS, DHCP, and Group Policy.
• Support Microsoft 365, including Exchange Online, SharePoint, Teams, and user administration.
• Troubleshoot networking, VPNs, firewalls, and connectivity issues.
• Provide basic VMware administration and support backup solutions such as Veeam.
• Support endpoint security tools and investigate technical alerts.
• Document support cases and solutions within ConnectWise PSA.
• Assist with infrastructure projects, migrations, deployments, and system maintenance.
• Mentor Tier 1 technicians and participate in an on-call rotation as needed.

Skills

IT support

Windows Server

Active Directory

Microsoft 365

Networking

VPNs

Firewalls

VMware

Veeam

Endpoint security

ConnectWise PSA

Troubleshooting

Remote support tools

Job description

Express Employment Professionals - Cincinnati East seeks a Tier 2 Support Technician to provide advanced technical support, handle escalations from Tier 1, and troubleshoot enterprise environments.

You will resolve escalated issues, manage Windows Server/AD, and support Microsoft 365, networking, and virtualization, while mentoring Tier 1 staff and contributing to on-call coverage. This role focuses on maintaining service levels across diverse client environments.