Tier 2/3 IT Support Technician
Key Responsibilities
Provide advanced (Tier 2/3) technical support for desktops, servers, networks, and cloud environments
Troubleshoot and resolve escalated incidents and service requests efficiently
Monitor systems using RMM tools and proactively address potential issues
Manage and maintain Microsoft 365 environments (Exchange Online, Teams, SharePoint, OneDrive)
Configure and support backup solutions (e.g., Acronis)
Implement and maintain cybersecurity solutions (EDR/XDR, email security, firewalls)
Administer Windows Server environments (2016/2019/2022/2025) including AD, DNS, DHCP, GPO
Support virtualization platforms (Hyper-V)
Configure and maintain network infrastructure (switches, firewalls, VPNs, Wi-Fi)
Assist with IT projects such as migrations, upgrades, and deployments
Document solutions, processes, and client environments
Provide onsite and remote support when required
Mentor Tier 1 technicians and assist with knowledge sharing
Technical Requirements
Strong experience with Microsoft Windows Desktop and Server environments
Solid knowledge of Microsoft 365 administration
Experience with RMM tools (e.g., NinjaOne, N-Central, Datto RMM)
Backup and disaster recovery experience (Acronis preferred)
Networking knowledge (TCP/IP, VLANs, VPNs, firewalls - WatchGuard/Fortinet advantageous)
Experience with virtualization (Hyper-V)
Understanding of cybersecurity best practices (MFA, conditional access, email security)
Familiarity with scripting (PowerShell advantageous)
Minimum Qualifications & Experience
3-5+ years experience in IT support (preferably in an MSP environment)
Relevant certifications (Microsoft, CompTIA, Cisco, etc.) advantageous
Valid driver’s license (if onsite support is required)
Soft Skills
Strong problem-solving and analytical skills
Excellent communication and client-facing abilities
Ability to work under pressure and manage multiple tasks
Attention to detail and strong documentation skills
Self-motivated with a proactive approach
Preferred Experience
MSP (Managed Service Provider) background
Experience with cloud migrations and tenant management
Exposure to compliance frameworks and IT security policies
Key Performance Indicators (KPIs)
SLA adherence and ticket resolution times
Client satisfaction and feedback
Proactive issue detection and prevention
Quality of documentation and reporting
Remuneration
Market-related salary based on experience
Additional benefits may include performance incentives, training, and certification support