Tier 2 Support Technician (JB5389)

Kontak Recruitment; United States; Remote; USD 10,000 - 60,000; Full time

Job summary

A leading recruitment agency is seeking a seasoned Tier 2 Support Technician to join their team in a fully remote capacity. The role focuses on resolving complex IT support issues for UK clients, requiring extensive experience in Microsoft and virtualized environments. Candidates must possess a relevant IT qualification and significant troubleshooting expertise, particularly in a Managed Service Provider setting. Proficient English communication skills are essential for effective client interaction.

Qualifications

• Minimum 5 years in IT support roles with at least 2 years at Tier 2 level.
• Microsoft Certifications (MCSA/MCSE, Azure Fundamentals) required.
• Cybersecurity certification (Security+, OSCP, CyberOps) preferred.

Responsibilities

• Act as escalation point for the 1st line support team.
• Provide second-line support via email, phone, and remote tools.
• Conduct root cause analysis and propose sustainable solutions.

Skills

Troubleshooting

Communication

Customer-focused

Scripting

Problem Resolution

Education

Relevant IT qualification (Degree or Diploma)

Tools

Microsoft Azure

VMware

Cisco

CompTIA

Fortinet

Sophos

ESET

Job description

Tier 2 Support Technician (JB5389)
Fully remote for applicants living in South Africa (Supporting UK clients)
R40 – 45 000 CTC per month
Permanent

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.

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


Please do not apply using Scanned CVs, no supporting documentation is required at this point, this will be requested later.

IMPORTANT: We specialize in specific niche fields. Regret that we are unable to provide assistance for any fields outside of this scope. Fields can be viewed on our website.

Kontak Recruitment Disclaimer:
Equal opportunity: All backgrounds are welcomed, with no bias. All are considered based on requirements.
Job specifics: Requirements mirror advertisement, duties may adjust for client needs.
Fair process: Fair assessment, only shortlisted candidates contacted due to volume.
Privacy: Data processed as per Privacy Policy. By applying, you agree to data handling. We safeguard applicant info.
Candidate verification: Candidates selected by the client are verified. False info may disqualify or end employment via the client.
Offer clarity: Advert is not a binding offer. Written offers based on pre-employment conditions.
No direct link: Advert is not tied to Kontak Recruitment. We assist in the employment process ONLY.
Applicant Responsibility: Upon applying, confirmation of receipt for a specific advert is given. If no confirmation is received, you must verify with Kontak Recruitment.