Tier 2 IT Troubleshooter — Remote & Onsite

Net Friends; Durham (NC); Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Health, dental, vision, disability, &l

Job summary

Net Friends, a Durham-based IT services provider, seeks an experienced IT support professional to troubleshoot and resolve escalated issues for multiple clients. The role combines remote and on-site work within the Research Triangle area, including after-hours on-call rotation.

The position emphasizes ownership of complex tickets, strong documentation, and collaboration with Tier 3 teams. A background in Windows environments, Microsoft 365, and security practices is preferred.

Qualifications

• Three+ years of professional IT support experience, including escalated issues.
• Associate’s or bachelor’s degree in IT or equivalent combo of education/experience.
• Certifications such as Network+ or Security+ are valued but not required.

Responsibilities

• Investigate, troubleshoot, and resolve complex technical issues escalated from Tier 1.
• Own escalated requests through to resolution with clear communication and documentation.
• Identify recurring issues and elevate complex problems to Tier 3 or specialists.
• Provide remote and on-site support following incident/security/change processes.
• Create and maintain knowledge base articles and troubleshooting procedures.
• Collaborate with other technical teams on service improvements and deployments.

Skills

Troubleshooting expertise

Independent problem solving

Customer-focused communication

Analytical thinking

Remote and on-site support

Education

AS/ASc in IT or BS in IT

Industry certifications (valued)

Tools

PowerShell

Microsoft Intune

Remote monitoring & management tools

Job description

Net Friends, a Durham-based IT services provider, seeks an experienced IT support professional to troubleshoot and resolve escalated issues for multiple clients. The role combines remote and on-site work within the Research Triangle area, including after-hours on-call rotation.

The position emphasizes ownership of complex tickets, strong documentation, and collaboration with Tier 3 teams. A background in Windows environments, Microsoft 365, and security practices is preferred.