Job Description

Technical Support Engineer (Tier 2)

Join our dynamic team at [Company Name] as a Tier 2 Technical Support Engineer, where you'll play a crucial role in delivering exceptional IT services to our diverse client base. As a key escalation point and mentor for our technical team, you'll solve complex problems while helping shape our technical operations.

Position Overview

We're seeking an experienced Technical Support Engineer to serve as a senior technical resource, providing advanced troubleshooting and project support while mentoring junior technicians. This role combines technical expertise with leadership skills to ensure superior service delivery to our clients.

Key Responsibilities

- Serve as the primary escalation point for Tier 1 technicians, providing technical guidance and problem-solving support
- Lead complex technical troubleshooting efforts across various technologies and platforms
- Manage and resolve high-priority incidents while maintaining clear communication with stakeholders
- Design and implement technical solutions for clients, including network infrastructure and system upgrades
- Contribute to documentation and knowledge base development to improve team efficiency
- Participate in project engineering initiatives, from planning through implementation
- Monitor and maintain client systems using ConnectWise and other MSP tools
- Mentor junior technicians to foster their technical growth and capabilities

Required Qualifications

- 5+ years of experience in IT support, with at least 1 year at Tier 2 or higher
- Proven experience with ConnectWise or similar PSA/RMM tools
- Strong knowledge of Windows Server, Active Directory, and network infrastructure
- Experience with virtualization platforms (VMware, Hyper-V)
- Demonstrated ability to manage and resolve complex technical issues
- Excellent problem-solving and analytical skills
- Strong written and verbal communication abilities

Preferred Qualifications

- Relevant technical certifications (CompTIA Network+, Security+, Microsoft certifications)
- Experience with cloud platforms (Azure, AWS)
- Project management experience
- Scripting abilities (PowerShell, Python)
- Experience with backup and disaster recovery solutions
- Understanding of security best practices and compliance requirements

What We Offer

- Competitive salary and benefits package
- Professional development opportunities
- Career advancement potential
- Collaborative work environment
- Remote work flexibility
- Ongoing training and certification support

This role provides an excellent opportunity for a skilled technician ready to take the next step in their career, combining technical expertise with leadership responsibilities in a dynamic MSP environment.

Qualifications

Required Qualifications

- 5+ years of experience in IT support, with at least 1 year at Tier 2 or higher
- Proven experience with ConnectWise or similar PSA/RMM tools
- Strong knowledge of Windows Server, Active Directory, and network infrastructure
- Experience with virtualization platforms (VMware, Hyper-V)
- Demonstrated ability to manage and resolve complex technical issues
- Excellent problem-solving and analytical skills
- Strong written and verbal communication abilities

Preferred Qualifications

- Relevant technical certifications (CompTIA Network+, Security+, Microsoft certifications)
- Experience with cloud platforms (Azure, AWS)
- Project management experience
- Scripting abilities (PowerShell, Python)
- Experience with backup and disaster recovery solutions
- Understanding of security best practices and compliance requirements

Additional Information

Salary goes up to $75,000