Tier 2 IT Support Technician
Albuquerque Computer & Electronics Recycling Co.
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Benefits offered by this job
Job summary
ABQ-IT is seeking a Tier 2 IT Support Technician to troubleshoot complex issues, support client infrastructure, and manage escalated requests. You will handle remote and onsite support across multiple client environments, collaborating with Tier 1, engineering, security, and vendors to improve service delivery.
The ideal candidate has strong Windows troubleshooting, M365 expertise, and solid networking knowledge, with excellent communication skills for both technical and nontechnical users.
Qualifications
- Independently resolve Tier 2 desktop, app, account and network issues.
- Strong Windows troubleshooting skills and Microsoft 365 administration.
- Practical understanding of networking, identity management, and patching.
- Experience with remote support and ticket management systems.
- Systematically investigate, identify root causes and verify resolutions.
- Clear written and verbal communication with technical and nontechnical users.
- Prioritize multiple requests and maintain accurate documentation.
- Sound security judgment and appropriate escalation.
Responsibilities
- Diagnose and resolve escalated hardware, software, OS, and network issues.
- Troubleshoot Windows workstations, business apps, printers, scanners, and peripherals.
- Support Microsoft 365: Exchange Online, Outlook, Teams, OneDrive, SharePoint, Entra ID.
- Troubleshoot Active Directory, user accounts, permissions, drives, and print services.
- Manage onboarding/offboarding, identity management, and access requests.
- Take ownership of escalated tickets through to verified resolution.
- Create and maintain technical documentation and runbooks.
Skills
Tools
Job description
- Health insurance
- Paid time off
- 401(k)
- Employee discounts
- Vision insurance
- Dental insurance
Company: ABQ-IT
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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
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.
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.
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