Tier II Technical Support Specialist

Level 10 Solutions; Jacksonville (FL); On-site; USD 34,000 - 41,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Health Savings Account (HSA)

401(k)

Life insurance

Paid time off

Job summary

Level 10 Solutions is seeking a Tier 2 Technical Support Specialist to join our Service Delivery team in Jacksonville, FL. You will provide dependable technical support for end users, resolve hardware and software issues, assist with installation and maintenance, and help ensure client systems remain stable and secure.

Ideal candidates have 2–3 years in an MSP environment, strong troubleshooting skills, and the ability to travel to client sites.

Qualifications

• Two to three years' experience in an MSP environment.
• Willingness to travel to client sites as needed.
• Strong customer service, collaboration and critical-thinking skills.

Responsibilities

• Manage incoming calls, system alerts, and user requests; document, prioritize, and resolve in the PSA system.
• Provide remote and on-site hardware/software installation, maintenance, and troubleshooting.
• Perform account management tasks: password resets, user access updates, and security group changes.
• Participate in network monitoring; identify and address potential security threats; deploy security products per procedures.

Skills

MS-900

SC-900

MD-102/MS-102

Job description

Level 10 Solutions is seeking a skilled Tier 2 Technical Support Specialist for our Service Delivery team to provide dependable technical support for our clients. This role supports end users and workstations by resolving hardware and software issues, assisting with installation and maintenance, and helping ensure client systems remain stable, secure, and well supported. Our ideal candidate is initiative-taking and proficient in troubleshooting a range of technical issues, supporting network monitoring and security-related alerts, and contributing to the overall reliability of our clients' environments.

At Level 10, our mission is to provide exceptional technology, leadership, and management through professionals committed to quality, integrity, and excellence through service, with responsible stewardship and honoring the trust placed in us.

Core Responsibilities

• Manage incoming calls, system alerts, and user requests, ensuring each item is well documented, prioritized, and resolved through the PSA system.
• Provide remote and on-site support — including hardware and software installation, maintenance, and troubleshooting — with a focus on timely communication and complete issue resolution.
• Perform account management tasks, including password resets, user access updates, and security group modifications.
• Participate in network monitoring; identify, escalat, and address potential security threats; and deploy security products following established procedures and best practices.
• Coordinate with vendors for technology support, warranty service, and equipment repairs.
• Stay current with operating systems, network infrastructure, and security best practices, and participate in the on-call rotation as assigned.

Required Microsoft Certifications

Candidates must hold at least one fundamentals certification and at least one intermediate certification (MS-900 and SC-900 preferred). An exceptional candidate adds the MD-102 and/or MS-102, demonstrating administrator-level expertise across the Microsoft 365 ecosystem.

• MS-900: Microsoft 365 Fundamentals · AZ-900: Microsoft Azure Fundamentals · SC-900: Security, Compliance, and Identity Fundamentals

What We're Looking For

• Two to three years' experience in an MSP environment, with the ability to travel to client sites as needed.
• Strong customer service, collaboration, and critical-thinking skills, with clear, professional, customer-first communication.
• An initiative-taker who works effectively with minimal supervision — detail driven, technologically adept, and analytical in approach.
• A passion for troubleshooting and adapting to new technologies and evolving processes.

Compensation, Benefits & Schedule

• This full-time role pays $25–$30 per hour, determined by experience, plus overtime pay.
• Benefits include health, dental, and vision insurance, a health savings account, a 401(k) and retirement plan, life insurance, and paid time off.
• The schedule is Monday through Friday in 8-hour shifts (expectedly for 40 hours/week), with participation in the on-call rotation.

If you take pride in exceptional service and want to grow with a team committed to quality, integrity, and excellence, we'd love to hear from you.