Job Openings Tier 2 IT Support Specialist

About the job Tier 2 IT Support Specialist

Role and Responsibilities

Advanced Troubleshooting

  • Diagnose and resolve complex hardware, software, and network issues requiring deep technical expertise.

  • Perform root-cause analysis to prevent recurring incidents.

System Administration

  • Manage and maintain user accounts, permissions, and security policies in Active Directory and Microsoft 365.

  • Support and execute backup processes, disaster recovery procedures, and system restorations.

Network Management

  • Troubleshoot connectivity issues across VPNs, DNS, DHCP, VLANs, firewalls, WiFi access points, and switching infrastructure.

  • Assist in configuring and optimizing network equipment to ensure reliable performance.

Documentation & Process Improvement

  • Maintain detailed and accurate records of support requests, resolutions, and system changes.

  • Contribute to the development of internal knowledge bases, SOPs, and continuous improvement initiatives.

Mentorship & Collaboration

  • Support and mentor Tier 1 Help Desk staff by providing guidance and technical escalation assistance.

  • Coordinate with third-party vendors, MSP partners, and Level 3 engineers to resolve advanced issues.

Management & Organizational Skills

  • Prioritize and manage ticket queues effectively, ensuring timely resolution of client issues.

  • Potentially oversee daily help desk operations or act as a team lead to support workflow and team efficiency.

Desired Qualifications and Skills

Experience

  • 24 years of experience in IT support or help desk roles.

  • Prior experience in a Managed Service Provider (MSP) environment is highly desirable.

Technical Proficiency

  • Strong knowledge of Windows/macOS, Microsoft 365, Active Directory, and Azure AD.

  • Understanding of network protocols, firewall management, VPN technologies, DNS/DHCP, VLANs, and WiFi systems.

  • Experience with RMM tools such as DATTO is essential.

Soft Skills

  • Excellent customer service and communication abilities in a fast-paced, client-facing environment.

  • Strong problem-solving skills, attention to detail, and the ability to remain composed under pressure.

Education & Certifications

  • Bachelors degree in Information Technology or a related field is a plus.

  • Relevant certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified Professional (MCP) are preferred.

Industry-Specific Knowledge

  • Experience supporting dental industry applications, including imaging systems and practice management software, is a significant advantage.



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