Tier 2 IT Technician: Escalations, Networking & Systems

6AM City, LLC; Tennessee; On-site; USD 60,000 - 85,000; Full time

Job summary

6AM City, LLC is seeking a Tier 2 IT Technician to resolve escalated hardware, software, networking, and server issues. The role handles projects, documentation, and mentoring with minimal supervision, ensuring client infrastructures stay stable and well-documented.

You will work onsite at client locations as part of a proactive IT team. Qualifications include 2–4+ years in IT support, strong troubleshooting, and experience with Windows Server, Active Directory, and Microsoft 365.

Qualifications

• 2-4+ years of hands-on IT support experience, preferably in an MSP environment.
• Ability to troubleshoot technical issues independently and efficiently.
• Strong working knowledge of Windows Server, Active Directory, and Microsoft 365 administration.
• Ability to plan and execute projects with minimal supervision.
• Valid driver's license and reliable transportation for onsite visits.

Responsibilities

• Serve as the escalation point for Tier 1 technicians, resolving advanced hardware, software, networking, and server issues.
• Configure and troubleshoot networking equipment including firewalls, managed switches, VLANs, VPNs, and wireless infrastructure.
• Manage backup and disaster recovery solutions - verify backups, test restores, and respond to failures.
• Lead or assist with client projects such as server migrations, workstation rollouts, network upgrades, and Microsoft 365 tenant migrations.
• Maintain and improve technical documentation standards.
• Maintain professionalism and strong customer communication throughout the support process.
• Ensure timely follow-up and completion of assigned tasks and tickets.
• Own tickets end-to-end and manage escalations to vendors or senior engineers when necessary.
• Accurately document all work performed by entering detailed notes, updates, and time entries into every ticket worked on.

Skills

Troubleshooting

Project planning

Mentoring

Independent work

Education

Bachelor's degree in information technology, computer science, or related field

Tools

Windows Server

Active Directory

Microsoft 365 administration

Autotask

Datto RMM

IT Glue

SonicWall

Fortinet

Ubiquiti

Meraki

Job description

6AM City, LLC is seeking a Tier 2 IT Technician to resolve escalated hardware, software, networking, and server issues. The role handles projects, documentation, and mentoring with minimal supervision, ensuring client infrastructures stay stable and well-documented.

You will work onsite at client locations as part of a proactive IT team. Qualifications include 2–4+ years in IT support, strong troubleshooting, and experience with Windows Server, Active Directory, and Microsoft 365.