Tier 2 Support Technician

Tyron Consultancy; United States; Remote; USD 30,000 - 35,000; Full time

Job summary

A leading consultancy is looking for a seasoned Tier 2 Support Technician to join their remote team. In this role, you will troubleshoot complex issues across Microsoft and virtualized environments, act as an escalation point for the 1st line team, and ensure high-quality IT service delivery. Candidates should have a strong background in IT support, with relevant certifications and the ability to solve hardware, software, cloud, and network challenges.

Qualifications

• Minimum 5 years in IT support roles with at least 2 years at Tier 2 level.
• Microsoft Certifications (MCSA/MCSE, Azure Fundamentals) desired.
• Advanced troubleshooting across Microsoft, cloud, virtualization, and security stacks.

Responsibilities

• Act as escalation point for the 1st line support team.
• Provide second-line support via email, phone, and remote tools.
• Own and resolve incidents end-to-end, ensuring ticket accuracy.

Skills

Troubleshooting

Customer Focus

Microsoft Knowledge

Cloud Solutions

Network Management

Scripting

Education

Relevant IT qualification (Degree or Diploma)

Tools

Microsoft 365

VMware

Hyper-V

Cisco

CompTIA

Sophos

ESET

SQL Server

Job description

Tier 2 Support Technician – Remote in South Africa.

We are looking for a seasoned Tier 2 Support Technician with strong experience in troubleshooting complex systems across Microsoft and virtualized environments.

You’ll play a key role in resolving escalated IT support issues, acting as a point of expertise for the 1st line team, and working across multiple client systems in a Managed Service Provider (MSP) environment.

This role suits someone who thrives in a high-paced, service-oriented environment and enjoys solving a mix of hardware, software, cloud, and network challenges.

Salary: R40 000 – R45 000 CTC per month.

Minimum Requirements:

• Relevant IT qualification (Degree or Diploma)
• Minimum 5 years in IT support roles with at least 2 years at Tier 2 level
• Microsoft Certifications (MCSA/MCSE, Azure Fundamentals)
• Sophos or ESET certifications
• VMware or Hyper-V certifications
• Cisco, CompTIA, or Fortinet credentials
• Cybersecurity certification (Security+, OSCP, CyberOps)
• Previous experience in a Managed Service Provider (MSP) environment preferred
• Strong track record resolving technical issues across hybrid infrastructures
• Exposure to security tools, firewall configurations, and backup management
• Advanced troubleshooting across Microsoft, cloud, virtualisation and security stacks
• Familiarity with managed switching, VLANs, and firewall basics
• Strong scripting, automation, or diagnostic logging experience (PowerShell, Python, Bash advantageous)
• Able to multitask across priorities while maintaining SLA targets
• Customer-focused and able to communicate effectively with users and stakeholders
• Self-directed and solutions-driven, with a passion for continuous learning
• Fully proficient in English

Duties and Responsibilities:

• Act as escalation point for the 1st line support team
• Provide second-line support via email, phone, and remote tools
• Own and resolve incidents end-to-end, ensuring ticket accuracy
• Troubleshoot and resolve issues related to:
• Windows Server (2012, 2016, 2019)
• Microsoft 365 (Teams, OneDrive, SharePoint, Outlook, etc.)
• Exchange
• Azure AD, Intune, and MDM platforms
• Virtualisation platforms (Hyper-V, VMware)
• Firewalls (WatchGuard, SonicWall), VLANs, managed switches
• Antivirus: Sophos, ESET
• Storage (SAN/NAS), backups, and recovery
• SQL Server
• Conduct root cause analysis and propose sustainable solutions
• Contribute to technical documentation and internal knowledge base
• Occasionally support deployments and project work
• Deliver high-quality, customer-focused serviceDocument procedures and contribute to internal knowledge base
• Occasionally assist with project work and deployments