Tier 2 Support Technician

Express Employment Professionals - Cincinnati East; Tallahassee (FL); On-site; USD 55,000 - 75,000; Full time

Job summary

Express Employment Professionals - Cincinnati East seeks a Tier 2 Support Technician to provide advanced technical support, handle escalations from Tier 1, and troubleshoot enterprise environments.

You will resolve escalated issues, manage Windows Server/AD, and support Microsoft 365, networking, and virtualization, while mentoring Tier 1 staff and contributing to on-call coverage. This role focuses on maintaining service levels across diverse client environments.

Qualifications

• 2–3 years of IT support, help desk, or MSP experience.
• Experience supporting Windows Server and Active Directory.
• Strong knowledge of Microsoft 365 and Windows 10/11.
• Understanding of networking, virtualization, VPNs, and firewall configurations.
• Experience with ticketing systems and remote support tools.
• Strong troubleshooting, communication, and customer service skills.

Responsibilities

• Resolve escalated technical support issues and perform root cause analysis.
• Administer and troubleshoot Windows Server, Active Directory, DNS, DHCP, and Group Policy.
• Support Microsoft 365, including Exchange Online, SharePoint, Teams, and user administration.
• Troubleshoot networking, VPNs, firewalls, and connectivity issues.
• Provide basic VMware administration and support backup solutions such as Veeam.
• Support endpoint security tools and investigate technical alerts.
• Document support cases and solutions within ConnectWise PSA.
• Assist with infrastructure projects, migrations, deployments, and system maintenance.
• Mentor Tier 1 technicians and participate in an on-call rotation as needed.

Skills

IT support

Windows Server

Active Directory

Microsoft 365

Networking

VPNs

Firewalls

VMware

Veeam

Endpoint security

ConnectWise PSA

Troubleshooting

Remote support tools

Job description

Tier 2 Support Technician

We are seeking an experienced Tier 2 Support Technician to provide advanced technical support and resolve complex IT issues. This role will handle escalations from Tier 1, troubleshoot infrastructure and client environments, and support a variety of enterprise technologies.

Key Responsibilities

• Resolve escalated technical support issues and perform root cause analysis.
• Administer and troubleshoot Windows Server, Active Directory, DNS, DHCP, and Group Policy.
• Support Microsoft 365, including Exchange Online, SharePoint, Teams, and user administration.
• Troubleshoot networking, VPNs, firewalls, and connectivity issues.
• Provide basic VMware administration and support backup solutions such as Veeam.
• Support endpoint security tools and investigate technical alerts.
• Document support cases and solutions within ConnectWise PSA.
• Assist with infrastructure projects, migrations, deployments, and system maintenance.
• Mentor Tier 1 technicians and participate in an on-call rotation as needed.

Qualifications

• 2–3 years of IT support, help desk, or MSP experience.
• Experience supporting Windows Server and Active Directory.
• Strong knowledge of Microsoft 365 and Windows 10/11.
• Understanding of networking, virtualization, VPNs, and firewall configurations.
• Experience with ticketing systems and remote support tools.
• Strong troubleshooting, communication, and customer service skills.
• Ability to manage multiple priorities and work independently.

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