Tier 2 IT Support Technician

ABQ-IT; Albuquerque (NM); On-site; USD 55,000 - 75,000; Full time

Job summary

ABQ-IT in Albuquerque is seeking an experienced Tier 2 IT Support Technician to troubleshoot complex issues, support client infrastructure, and manage escalated service requests. This role requires strong problem solving, excellent communication, and the ability to work with Tier 1 teams, engineering, security, and vendors to deliver reliable IT support and continuous service improvement.

You will diagnose hardware, software, OS, and network problems, provide remote and onsite support, manage

Qualifications

• Experience resolving Tier 2 desktop, application, account, and network issues.
• Strong Windows troubleshooting and Microsoft 365 administration.
• Networking fundamentals, identity management, endpoint security, and patch management.
• Experience with remote support and ticket management systems.

Responsibilities

• Diagnose and resolve escalated hardware, software, operating system, and network issues.
• Troubleshoot Windows workstations, business applications, printers, scanners, and peripheral devices.
• Support Microsoft 365, including Exchange Online, Outlook, Teams, OneDrive, SharePoint, and Entra ID.
• Troubleshoot Active Directory, user accounts, permissions, shared drives, and print services.
• Utilize remote monitoring and management (RMM) systems for endpoint monitoring, patch management, maintenance, and troubleshooting.

Skills

Windows

Microsoft 365

Networking basics

Security awareness

Remote support

Documentation

Tools

RMM

PSA

PowerShell

Active Directory

Job description

ABQ-IT is seeking an experienced Tier 2 IT Support Technician to troubleshoot complex technical issues, support client infrastructure, and manage escalated service requests.

This position involves supporting multiple client organizations with varying technology environments, systems, and operational requirements. Responsibilities include remote technical support, onsite troubleshooting, systems administration, endpoint security, and client communication.

The ideal candidate is a resourceful problem solver with strong technical knowledge, excellent communication skills, and the ability to independently investigate and resolve issues. You will collaborate with Tier 1 technicians, engineering teams, security specialists, and vendors to provide reliable IT support and continuously improve service delivery.

Key Responsibilities

Technical Support & Troubleshooting

• Diagnose and resolve escalated hardware, software, operating system, and network issues.
• Troubleshoot Windows workstations, business applications, printers, scanners, and peripheral devices.
• Support Microsoft 365, including Exchange Online, Outlook, Teams, OneDrive, SharePoint, and Entra ID.
• Troubleshoot Active Directory, user accounts, permissions, shared drives, and print services.
• Diagnose networking issues involving TCP/IP, DNS, DHCP, Wi-Fi, VPNs, switches, and firewalls.
• Support Windows Server, virtualization, network-attached storage, and backup systems as applicable.
• Provide remote technical support and perform or coordinate onsite troubleshooting when necessary.
• Identify recurring technical problems, investigate root causes, and recommend long-term solutions.
• Utilize remote monitoring and management (RMM) systems for endpoint monitoring, patch management, maintenance, and troubleshooting.
• Investigate endpoint security alerts and coordinate security incidents with the appropriate teams.
• Review vulnerability assessments, prioritize remediation, and verify successful resolution.
• Troubleshoot email security, web filtering, and endpoint protection issues.
• Follow established security procedures when managing user access, permissions, and system configurations.
• Verify changes and document actions taken to maintain system security and reliability.

Systems Administration & Client Support

• Manage authorized user onboarding, offboarding, account administration, and access requests.
• Assist with Microsoft 365 licensing, shared mailboxes, and identity management.
• Troubleshoot password management systems, user permissions, and organizational access.
• Support client-specific identity and device management environments.
• Follow documented client procedures, security requirements, and service agreements.

Ticket Management & Communication

• Take ownership of escalated support tickets from initial investigation through verified resolution.
• Review previous troubleshooting history and documentation before proceeding with additional work.
• Maintain accurate ticket notes, technical findings, troubleshooting steps, and resolutions.
• Provide clear, professional communication and regular updates to clients.
• Prioritize multiple support requests based on urgency, business impact, and client needs.
• Recognize when additional expertise is required and provide detailed technical handoffs.
• Ensure unresolved issues have clear ownership and appropriate follow-up.

AI, Automation & Documentation

• Work with AI-assisted technical support tools to improve troubleshooting, research, and support efficiency.
• Evaluate AI-generated recommendations and automated results for accuracy before implementation.
• Identify opportunities to improve technical workflows through automation and process improvements.
• Assist with approved administrative scripts and automation procedures.
• Create and maintain technical documentation, client runbooks, and troubleshooting guides.
• Collaborate with and mentor Tier 1 technicians to improve technical knowledge and support procedures.

Required Qualifications

• Demonstrated experience independently resolving Tier 2 desktop, application, account, and network issues.
• Strong Windows troubleshooting skills and working knowledge of Microsoft 365 administration.
• Practical understanding of networking fundamentals, identity management, permissions, endpoint security, and patch management.
• Experience utilizing remote support and ticket management systems.
• Ability to systematically investigate technical issues, identify root causes, and verify resolutions.
• Strong written and verbal communication skills with technical and nontechnical users.
• Ability to prioritize multiple support requests and maintain accurate technical documentation.
• Sound judgment regarding security, confidentiality, authorization, and technical escalation.
• Ability to work independently while collaborating effectively with other technicians and support teams.

Preferred Qualifications

• Previous experience working for a Managed Service Provider (MSP) or supporting multiple organizations.
• Experience with Windows Server, Active Directory, virtualization, network-attached storage, and backup recovery.
• Familiarity with RMM, professional services automation (PSA), endpoint security, and vulnerability management platforms.
• PowerShell experience, including reviewing, modifying, and safely executing administrative scripts.
• Experience working with AI-assisted technical support and automation workflows.
• Experience mentoring junior technicians and developing technical documentation.
• Relevant CompTIA, Microsoft, networking, or cybersecurity certifications, or equivalent practical experience.

What We're Looking For

• We're looking for a technician who takes ownership of problems, thinks critically, and understands the importance of providing reliable support.
• The right candidate should be comfortable investigating unfamiliar technical issues, researching solutions, and working across multiple client environments.
• Strong communication and follow-through are just as important as technical ability. We value individuals who keep clients informed, document their work, and recognize when a problem requires a different troubleshooting approach or additional expertise.
• We also value technicians who embrace modern support technologies, including AI and automation, while understanding the importance of verifying results and maintaining security.

What Success Looks Like

• Technical issues are resolved accurately, efficiently, and with minimal disruption.
• Clients receive clear communication, timely updates, and reliable follow-through.
• Support tickets contain complete documentation and reflect verified resolutions.
• Security procedures and client‑specific requirements are consistently followed.
• Recurring technical issues lead to improved processes and long‑term solutions.
• Technical knowledge is shared to strengthen the entire support team.