Tier II IT Support Engineer – Complex Issue Resolver

Resolve Tech Solutions Inc; United States; Hybrid; USD 70,000 - 100,000; Full time

Job summary

Resolve Tech Solutions Inc is seeking a Helpdesk Technician – Tier II to diagnose and resolve complex issues escalated from Tier I. This role requires deep knowledge of hardware, software, and networks, and collaboration with the Infrastructure team to sustain business continuity.

You will mentor Tier 1 staff, document resolutions, and ensure high-quality customer experiences while meeting SLA targets across hybrid and distributed environments in the United States.

Qualifications

• 3–5 years of Help Desk support experience, with 1–2 years in Tier II in an enterprise environment.
• Strong proficiency with Windows Server/Client OS, AD/Entra ID, M365, Azure, and cloud services.
• Good communication skills and ability to explain technical concepts to non-technical users.

Responsibilities

• Troubleshoot complex issues across hardware, software, and networks.
• Manage escalated tickets and ensure SLA/OLA adherence.
• Document solutions and build a knowledge base to reduce repeats.
• Participate in problem management and identify systemic improvements.
• Mentor Tier 1 staff and provide guidance on emerging technologies.
• Escalate critical issues to Level 3 with detailed handover.
• Support on-site and remote users in hybrid/multi-site environments.

Skills

Troubleshooting

Analytical thinking

Communication skills

Education

Associate degree

High School diploma or GED

CompTIA A+ Certification

CompTIA Network+ Certification

CompTIA Security+ Certification

Tools

Windows Server/Client OS

Active Directory

Azure AD / Microsoft Entra ID

Microsoft 365

Azure Virtual Desktop (AVD)

DHCP

DNS

VPN

ServiceNow

NinjaOne

Job description

Resolve Tech Solutions Inc is seeking a Helpdesk Technician – Tier II to diagnose and resolve complex issues escalated from Tier I. This role requires deep knowledge of hardware, software, and networks, and collaboration with the Infrastructure team to sustain business continuity.

You will mentor Tier 1 staff, document resolutions, and ensure high-quality customer experiences while meeting SLA targets across hybrid and distributed environments in the United States.