Role Overview
An established technology services provider is looking for a qualified Tier 2 IT Engineer to deliver consistent technical support across internal teams and external clients. In this role, you will diagnose and resolve technical issues efficiently while upholding high standards for service quality and client communication.
Key Responsibilities
- Deliver hands-on support for a variety of IT issues affecting internal users and client organizations
- Diagnose and resolve Tier 2 support tickets, managing 12–14 resolutions per day on a consistent workload of 15–20 active cases
- Keep technical documentation and knowledge base articles current and accurate
- Communicate clearly and professionally with clients throughout the support lifecycle
- Maintain organized, up-to-date tickets and follow established workflows
- Participate in periodic after-hours on-call rotations
- Perform occasional on-site visits to client locations as needed
Required Qualifications
- Minimum of three years of experience in a Tier 2 IT support role
- Strong customer service orientation and effective communication abilities
- Proven analytical and problem-solving skills
- Ability to translate technical details into clear explanations for non-technical users
- Hands-on experience administering Microsoft 365 environments
- Familiarity with networking concepts and troubleshooting
- Experience resolving printer-related technical issues
- Working knowledge of Azure platforms and Datto backup solutions
Preferred Qualifications
- Degree in Information Technology or a related field
- MS-102 certification
- MD-102 certification
Technical Environment
Microsoft 365, Azure, Datto, Networking infrastructure, printer systems
Work Model
This is a hybrid position requiring occasional in-person visits to client sites and participation in scheduled after-hours on-call shifts. Flexibility is essential to support client needs across different schedules and locations.
Compensation & Benefits
- Competitive salary, up to $70,000 annually based on experience
- Comprehensive health, dental, and vision coverage
- 401(k) plan with 4% company match, available after 90 days
- Generous paid time off policy
