Tier 2 Technical Support Specialist

The Scarlett Group; Jacksonville (FL); Hybrid; USD 45,000 - 70,000; Full time

Job summary

A technology company is seeking a Tier 2 Technical Support Specialist to handle complex technical issues escalated from Tier 1. This position involves troubleshooting, training end-users, and collaborating with technical teams to ensure effective IT solutions. The ideal candidate possesses a Bachelor’s degree in IT or related field, relevant certifications, and strong communication skills. This role offers a remote/hybrid work environment and opportunities for professional growth.

Qualifications

• Bachelor’s degree in information technology or equivalent experience.
• Strong analytical and problem-solving skills.
• Effective communication and interpersonal abilities.

Responsibilities

• Resolve complex technical issues requiring detailed systems and applications knowledge.
• Investigate and diagnose problems escalated from Tier 1 support.
• Collaborate with other technical teams to find solutions.
• Train end-users on proper use of hardware and software.

Skills

Strong analytical and problem-solving skills

Effective communication and interpersonal abilities

Ability to prioritize and manage multiple tasks

Eagerness to learn and grow

Education

Bachelor’s degree in information technology, Computer Science, or related field

Certifications such as CCNP, MCSE, Network+, Security+

Job description

Tier 2 Technical Support Specialist

Job Overview

The Tier 2 Technician is the bridge between basic technical support and specialized expertise. This role involves handling more complex technical issues that have been escalated from Tier 1. The Tier 2 Technician provides advanced troubleshooting, backend support, and ensures efficient resolution of IT-related problems. Remote/hybrid role.

Responsibilities & Duties

• Resolve complex technical issues requiring detailed systems and applications knowledge.
• Investigate and diagnose problems escalated from Tier 1 support.
• Collaborate with other technical teams to find solutions.
• Test existing equipment and programs to maintain system capabilities.
• Evaluate new systems and software for deployment.
• Ensure smooth transitions during system upgrades.
• Train end-users on proper use of hardware and software.
• Provide guidance for more intricate issues.
• Manage, train, and mentor Tier 1 support technicians.
• Maintain documentation of resolved issues and solutions.
• Categorize and track open bugs or recurring problems.
• Develop expertise in specific areas (e.g., network routing, server administration).
• Collaborate with external service providers when needed.
• Adapt to changing technologies and find innovative solutions.
• Strive for excellent customer service.
• Other duties as assigned.

Qualifications

• Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience).
• Certifications such as CCNP, MCSE, Network+, Security+ or equivalent.
• Strong analytical and problem-solving skills.
• Effective communication and interpersonal abilities.
• Ability to prioritize and manage multiple tasks.
• Eagerness to learn and grow within the MSP environment.

Environmental and Physical Requirements

• The work environment for this position is a standard office setting.
• The employee is regularly required to sit, stand, walk, and use hands to operate a computer and other office equipment.
• The employee must occasionally lift and/or move up to 25 pounds.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We encourage you to apply if you:

• Want to join a technology company that values its employees & delivers an excellent customer experience
• Enjoy a fast‑paced opportunity in a role where you can make a difference
• Like to roll up your sleeves and do what it takes to succeed
• Are detail oriented and have excellent communication skills
• Like to work as a team towards a common goal