Tier 2 Service Desk Technician

Hill Tech Solutions; Bel Air (MD); On-site; USD 65,000 - 90,000; Full time

Job summary

Hill Tech Solutions is seeking a skilled Service Desk Technician Tier 2 to provide advanced technical support for our managed services clients. You will act as an escalation point for Tier 1 and work across Microsoft 365, Azure, AD, Intune, networking, and security in a hybrid in-office role in Bel Air, MD.

You will contribute to process improvement, documentation, and automation, while supporting multiple client environments.

Qualifications

• 3+ years in managed services or multi-client IT environments.
• Strong experience with Microsoft 365, Windows Server, and Windows desktop operating systems.
• Experience with Microsoft Entra ID, Intune, Azure, and Active Directory.
• Understanding networking concepts including TCP/IP, DNS, DHCP, VPN, routing, switching, and wireless networking.
• Experience with firewalls, backup solutions, endpoint security platforms, and virtualization technologies.
• Familiarity with PSA and RMM platforms such as ConnectWise Manage and ConnectWise Automate.
• Excellent written, verbal, and customer service skills.
• Strong troubleshooting, organizational, and time management abilities.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Serve as escalation point for Tier 1 and resolve complex issues across infrastructure, cloud, networking and security.
• Provide advanced technical support across Microsoft 365, Azure, AD, Intune, and virtualization.
• Assist with documentation, process improvements, and automation initiatives.
• Collaborate with MSP teams and client environments to ensure high service quality.
• Support government contractors or regulated environments as applicable.

Skills

Customer service

Troubleshooting

Time management

Multi-client support

Communication

Prioritization

Education

CompTIA A+

CompTIA Network+

CompTIA Security+

Azure Administrator Associate (AZ-104)

Microsoft 365 Administrator (MS-102)

Microsoft Endpoint Administrator (MD-102)

Tools

ConnectWise Manage

ConnectWise Automate

PowerShell

Intune

Azure

Microsoft Defender

Sentinel

Huntress

Duo

Job description

Position Overview

Hill Tech Solutions is seeking a skilled and customer-focused Service Desk Technician Tier 2 to provide advanced technical support for our managed services clients. This role serves as a technical escalation point for Tier 1 technicians andis responsible forresolving complex infrastructure, cloud, networking, security, and endpoint management issues.

The ideal candidate possesses strong troubleshooting skills, excellent communication abilities, and a passion for delivering exceptional customer experiences. This individual will work across multiple client environments while supporting Microsoft 365, Azure, networking, security, compliance, and infrastructure technologies. The Tier 2 Technician is expected to contribute to process improvement, documentation, automation, and team development.

Required Qualifications

• 3+ years of technical support experience inmanagedservices or multi-client ITenvironments.

• Strong experience supporting Microsoft 365, Windows Server, and Windows desktop operating systems.

• Experience with Microsoft Entra ID, Intune, Azure, and Active Directory.

• Understandingnetworking concepts including TCP/IP, DNS, DHCP, VPN, routing, switching, and wireless networking.

• Experience supporting firewalls, backup solutions, endpoint security platforms, and virtualization technologies.

• Familiarity with PSA and RMM platforms such as ConnectWise Manage and ConnectWise Automate.

• Excellent written, verbal, and customer service skills.

• Strong troubleshooting, organizational, and time management abilities.

• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Experience supporting government contractors or regulated industries.

• Familiarity with CMMC, NIST 800-171, HIPAA, PCI DSS, or ISO 27001 frameworks.

• Experience with Microsoft Defender, Sentinel,Huntress, Duo, or similar security solutions.

• Scripting and automation experience using PowerShell or similar tools.

• Experience with Azure cloud services and virtual infrastructure.

• PriorMSP experience supporting small and mid-sized businesses.

Preferred Certifications

• CompTIA A+

• CompTIA Network+

• CompTIA Security+

• Microsoft Certified: Azure Administrator Associate (AZ-104)

• Microsoft 365 Administrator(MS-102)
• Microsoft Endpoint Administrator(MD-102)

Training and mentorship programs are available to support career growth.

Reporting Structure

Reports To: Service Desk Lead

Work Location: In Office / Hybrid

Travel Requirements: Occasional onsite client support asrequired

Note: The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed orrequired.