Tier TWO IT Technician

Thinking Technology Solutions, LLC; Allentown (Lehigh County); On-site; USD 50,000 - 75,000; Full time

Job summary

A leading technology solutions provider seeks a Tier Two IT Support Technician to handle complex technical issues escalated from Tier 1. You will be responsible for troubleshooting advanced problems, managing system access, and mentoring junior techs, ensuring efficient resolution without engineer-level intervention.

Qualifications

• Intermediate to advanced troubleshooting ability.
• Strong understanding of networks, servers, and OS environments.
• Ability to work independently and take ownership of issues.

Responsibilities

• Solve OS-level problems (Windows/Linux/macOS) and hardware malfunctions.
• Manage user accounts, permissions, and group policies.
• Light scripting to automate tasks, and mentoring Tier 1 staff.

Skills

Troubleshooting ability

Network understanding

Logical thinking

Problem-solving

Independence

Job description

Tier Two IT Support Technician – Job Description

Goal:Handle more complex technical issues escalated from Tier 1, and ensure issues are resolved efficiently without needing Tier 3 (engineer-level) intervention.

Typical Responsibilities

• Advanced Troubleshooting:Solve issues related to:
• OS-level problems (Windows/Linux/macOS)
• Hardware malfunctions (motherboards, memory, storage)
• Network connectivity (TCP/IP, DNS, DHCP)
• Application bugs or installation failures
• System Access & Configuration:Manage user accounts, permissions, group policies, and access rights.
• Scripting/Automation:Light scripting (PowerShell, Bash, batch files) to automate tasks.
• On-site Support:May involve hands-on work like installing or replacing components, cabling, or configuring network devices.
• Documentation:Log complex troubleshooting steps and update internal knowledge base.
• Mentoring Tier 1 Staff:Help guide junior techs and provide solutions they can use in the future.
• NOC/SOC
• Act as the subject matter expert for the technology stack that MCIT provides its clients.

Skills & Qualities

• Intermediate to advanced troubleshooting ability
• Strong understanding of networks, servers, and OS environments
• Logical thinking and problem-solving under pressure
• Ability to work independently and take ownership of issues

Certifications That Help

• CompTIA Network+
• CompTIA Security+
• Microsoft Certified: Azure Fundamentals / Desktop Administrator
• Cisco CCNA(if network-heavy role)
• ITIL Intermediate or Practitioner(if process-driven org)

Career Path After Tier 2

• Tier 3 Support / Systems Engineer
• Network Administrator
• SysAdmin / Cloud Admin
• Security Analyst / SOC Technician