Tier 2 Support Technician

TeamLogicIT Oklahoma City; Oklahoma; Hybrid; USD 45,000 - 65,000; Full time

Job summary

TeamLogic IT Oklahoma City is seeking a Tier 2 Support Technician to deliver high-quality IT support in a mostly in-office setting with occasional remote work flexibility. You will handle calls, tickets, and onsite visits to resolve client issues and ensure customer satisfaction.

The role emphasizes detailed documentation, teamwork, and a proactive, service-oriented attitude, with a 90-day evaluation period and full-time hours.

Qualifications

• High School diploma or equivalent is required.
• A+ certification is required or preferred.
• Minimum 3 years of IT support experience.
• In-office work in Oklahoma City with occasional remote flexibility.

Responsibilities

• Answer client calls and emails with professionalism and empathy.
• Provide real-time technical support and troubleshoot customer issues.
• Monitor and manage the email ticket queue for timely resolutions.
• Occasionally perform on-site visits to assist clients in person.
• Document work thoroughly with time entries and resolution notes.
• Participate in on-call rotation after onboarding and training.

Skills

Mac/Windows/iOS/Android support

Phone support

Excellent communication

Multitasking

Empathy & listening

Education

High School diploma or equivalent

A+ certification

Tools

Windows Server

Active Directory

Microsoft 365 Admin Center

Job description

Job Description

Location: Oklahoma City, OK (In-office with occasional flexibility)

Are you looking for a workplace that values hard work while maintaining a fun, team-oriented culture?
Do you enjoy building relationships, solving problems, helping businesses succeed, and having variety in your day-to-day work? If so, you might be a great fit for our team!

We’re currently seeking a detail-oriented Tier 2 Support Technician to join our diverse team in Oklahoma City. This role involves a strong presence on the phone and occasional flexibility for remote work when needed, though most days will be in-office.

Day-to-Day Overview

As a Tier 2 Support Technician, your day will primarily involve answering client phone calls and providing real-time technical support with professionalism and empathy. You’ll also monitor and manage the email ticket queue, ensuring timely responses and resolutions. While most support is handled remotely from the office, you’ll occasionally perform onsite visits to assist clients directly when needed.

Responsibilities

• Troubleshoot and resolve customer requests submitted via phone and email
• Handle inbound calls with professionalism and empathy, maintaining a calm demeanor during high-volume periods
• Coordinate with team members to triage, organize, and prioritize service requests
• Maintain clear communication with teammates and customers regarding issue status and expectations
• Document all work thoroughly, including time entries and resolution notes
• Participate in a shared on-call rotation after completing onboarding and training

Skills

Technical Skills

• Proficiency supporting Mac, Windows, iOS, and Android operating systems
• Experience with Windows Server and Active Directory (preferred)
• Familiarity with Microsoft 365 Admin Center for administration and troubleshooting (preferred)

Soft Skills

• Ability to manage multiple requests simultaneously
• Excellent communication, interpersonal, and organizational skills
• Quick learner with strong analytical and problem-solving abilities
• High attention to detail and a coachable mindset
• Positive attitude, strong work ethic, and a service-oriented approach
• Active listener with empathy and initiative

Requirements

• High School diploma or equivalent
• A+ certification
• Minimum 3 years of experience in an IT support role
• Ability to work primarily in-office in Oklahoma City, with occasional flexibility for remote work when circumstances require
• Prolonged use of computers and related equipment
• Pre-employment background check and drug test
• Full-time schedule: 40 hours/week, Monday-Friday, 8am-5pm CST
• Expected to be onsite and ready to begin work by 8:00 AM to ensure consistent support coverage

Physical Requirements

• Sitting for approximately 90% of the time
• Light to medium lifting (11-20 lbs) occasionally

Evaluation Period

This position includes a 90-day evaluation period, with the intention to transition to full-time employment for candidates who excel.

About TeamLogic IT of Oklahoma City

Established in 2007, TeamLogic IT of OKC is one of 250+ MSP franchise locations worldwide. Our mission is to eliminate the stress business owners face in managing and securing their IT infrastructure. We ensure their technology supports operations reliably, scales with growth, and protects their intellectual property.

We invest equally in technical and customer service training, mentoring, and development. Many can solve technical problems-few can solve them while turning someone’s bad day into their best day. We love doing that daily. If you do too, we’d love to meet you.

Company Description

Established in 2007, TeamLogic IT of OKC is one of 250+ MSP franchise locations worldwide. Our mission is to eliminate the stress business owners face in managing and securing their IT infrastructure. We ensure their technology supports operations reliably, scales with growth, and protects their intellectual property.

We invest equally in technical and customer service training, mentoring, and development. Many can solve technical problems-few can solve them while turning someone’s bad day into their best day. We love doing that daily. If you do too, we’d love to meet you.