Tier 2 IT Systems Engineer: Escalation & Support

Corptek Solutions LLC; Mansfield (TX); Presencial; USD 55.000 - 80.000; Jornada completa

Descripción de la vacante

Corptek Solutions LLC in the Dallas–Fort Worth area is seeking a Tier 2 Systems Specialist to own and advance the service ticket queue, troubleshoot advanced issues, and act as the next escalation point beyond Tier 1 support.

You will collaborate with Tier 1, Tier 3, and leadership to provide consistent IT support to clients, while occasionally assisting with projects, onboarding, onsite work, and Helpdesk60 coverage as needed.

Formación

• Strong troubleshooting and problem-solving skills.
• Experience supporting Windows workstations and business IT environments.
• Working knowledge of Microsoft 365 administration, including users, licensing, Exchange Online, permissions, and MFA.
• Understanding of TCP/IP, DNS, DHCP, VPNs, firewalls, switches, wireless networks, and general network troubleshooting.
• Ability to troubleshoot issues independently while recognizing when escalation is appropriate.
• Strong written and verbal communication skills.
• Ability to communicate technical information clearly to non-technical users.
• Strong documentation and ticket-management habits.
• Ability to prioritize multiple active issues based on business impact and urgency.
• Professional, client-focused attitude.
• Ability to work effectively both independently and as part of an escalation team.

Responsabilidades

• Own and actively manage assigned tickets within the service ticket queue.
• Troubleshoot and resolve advanced workstation, Microsoft 365, networking, server, application, printing, and access-related issues.
• Serve as an escalation point for Tier 1 technicians.
• Escalate issues to Tier 3 when progress stalls after ~30 minutes or beyond Tier 2 scope.
• Maintain accurate ticket statuses, next actions, time entries, and client communication.
• Provide proactive updates to clients throughout the troubleshooting process.
• Document troubleshooting steps, findings, changes, resolutions, and escalation information clearly for continuity.
• Coordinate directly with third-party vendors when required to resolve client issues.
• Follow Corptek SOPs, security standards, change-control practices, and client authorization requirements.
• Assist with new-user setups, computer replacements, onboarding, and other standard service requests.
• Assist Tier 3 technicians with projects and implementation work when needed.
• Provide Helpdesk60 coverage when service needs require additional assistance.
• Participate in the technician on-call rotation.
• Maintain accurate time entries and classify work as Billable, No Charge, or Do Not Bill.
• Identify recurring problems, documentation gaps, or opportunities to improve the client environment and communicate them.

Conocimientos

Troubleshooting

Windows support

Microsoft 365 admin

Network fundamentals

Documentation

Ticket management

Communication

Herramientas

RMM

PSA

Endpoint security

IT documentation platforms

Descripción del empleo

Corptek Solutions LLC in the Dallas–Fort Worth area is seeking a Tier 2 Systems Specialist to own and advance the service ticket queue, troubleshoot advanced issues, and act as the next escalation point beyond Tier 1 support.

You will collaborate with Tier 1, Tier 3, and leadership to provide consistent IT support to clients, while occasionally assisting with projects, onboarding, onsite work, and Helpdesk60 coverage as needed.