Tier II Support Tech

Lyons HR, LLC; Richmond (VA); On-site; USD 60,000 - 90,000; Full time

Job summary

Lyons HR, LLC seeks a Tier 2 Technician for a managed services provider (MSP) role. The position combines on-site client visits with remote troubleshooting, handling escalated issues and complex server, network, and cloud tasks.

A strong customer-service orientation and problem-solving mindset are essential. The ideal candidate has 2–3 years in a Tier II MSP role, hands-on experience with Windows/Linux servers, VMware/Hyper-V, Active Directory, DNS/DHCP, and a commitment to documentation and

Qualifications

• 2–3 years in a Tier II MSP role required; MSP experience preferred.
• Strong problem-solving skills with IT knowledge.
• Experience with Windows and Linux/Unix servers, networks, and virtualization.
• Excellent verbal and written communication; able to explain complex issues clearly.
• Bachelor's or Associate degree in a related field.

Responsibilities

• Provide advanced technical support and escalate when needed.
• Respond to on-site client requests with reliable transportation.
• Configure and manage server roles and security measures.
• Manage network devices and cloud services as needed.
• Document procedures and contribute to knowledge base.

Skills

Network troubleshooting

Communication skills

Team collaboration

Customer service

Multitasking

Education

Bachelor or Associate degree in related field

Tools

Active Directory

VMware

Hyper-V

Windows Server

Job description

Overview

The Tier 2 Technicianisa critical role within our MSP, providing advanced technical support and troubleshooting services for our clients. This position acts as a second line of support, handling more complex issues that cannot be resolved by Tier 1 support. The ideal candidate is a problem-solver with deep technical knowledge and a commitment to delivering exceptional customer service.

Core Responsibilities

• *This positionis an in-person position and will report daily to the assigned regional office. This position will berequiredto provide on-site servicesfor clients from time to time and therefore will require a clean driving record and reliable transportation.

Advanced Troubleshooting

• Investigating and resolving escalated technical issues that Level 1 technicians were unable to resolve.
• Performing in-depth analysis of system logs, error messages, and diagnostic tools toidentifyroot causes of problems.

Server Administration

• Managing and administering Windows Server, Linux/Unix servers, or virtualization platforms (e.g., VMware, Hyper-V).
• Configuring andmaintainingActive Directory, DNS, DHCP, and other server roles and services.
• Implementing server security measures such asfirewallconfigurations, group policies, and access controls.

Network Infrastructure Management

• Configuring and troubleshooting network switches, routers, and firewalls.
• Implementing VLANs, port forwarding, NAT, and other network configurations.
• Monitoring network performance and optimizing network resources for efficiency and reliability.

Cloud Services Administration

• Managing cloud infrastructure and services (e.g., AWS, Azure, Google Cloud).
• Configuring and troubleshooting cloud-based applications, virtual machines, and storage solutions.
• Implementing cloud security measures such as IAM policies, encryption, and access controls.

Data Backup and Disaster Recovery

• Designing and implementing backup strategies for client data, applications, and systems.
• Performing regular backups and verifying data integrity.
• Planning and executing disaster recovery proceduresin the event ofdata loss or system failure.

Advanced Security Management

• Conducting security assessments and audits toidentifyvulnerabilities and risks.
• Implementing security patches, updates, and configurations to mitigate security threats.
• Responding to security incidents, performing forensic analysis, and coordinating incident response efforts.

Advanced Endpoint Management

• Configuring and managing endpoint security solutions (e.g., antivirus, endpointdetectionand response).
• Implementing endpoint management tools for software deployment, patch management, and remote troubleshooting.

Application Support

• Providing advanced support for business-critical applications and software platforms.
• Troubleshooting application performance issues, database errors, and integration problems.
• Collaborating with software vendors or developers to resolve complex application issues.

Documentation and Knowledge Management

• Documenting detailed procedures, configurations, and troubleshooting steps for complex technical issues.
• Contributing to the development and maintenance of the MSP's knowledge base and internal documentation.

Mentoring and Training

• Mentoring Tier I and Tier II technicians and providing guidance on technical skills development, outside of ticket resolution activities.
• Assistin conducting training sessions or workshops for internal staff on advanced technical topics and best practices.

Ticket Management

• Managing incoming service requests andsupporttickets through a ticketing system, ensuringtimelyresolution and proper documentation.
• Escalation of tickets to a Senior Engineer after theinitialassessment, iftask exceeds Senior Technician responsibility or knowledge base.

Desired Skills and Qualifications

• 2-3 years of experience in a Tier II Technicianrolerequired,previousMSPexperiencepreferred.
• Prolific understanding of IT principles andanability to troubleshootmosttechnical issues.
• Extensive experience with various operating systems, office software, and network configurations.
• Bachelor or Associatedegree in related field.
• Excellent verbal and written communication skills, with an emphasis on providing clear and understandable instructions.
• Strong organizational skills and the ability to multitask effectively.
• A customer-focused attitude, with patience and empathy for user concerns.
• A teamplayermentality, willing to share knowledge andassistcolleagues in a dynamic work environment.

Ticket KPI’s

• 10-13Ticketsclosedper day.
• 100%+Kill Rate

As a Level2Technician, you aremost often an escalatedpoint of contact for our clients experiencing technical difficulties. Your role is crucial inmaintainingthe trust and satisfaction of our clients by providingtimely, efficient, and effective solutions to their IT challenges.

Candidates selected for an interview will be asked to complete a skills assessment.