Technical Support - Tier II

Tier II Support Technician Role and Responsibilities

Overview

The Tier 2 Technician is a critical role within our MSP, providing advanced technical support and troubleshooting services for our clients. This position acts as a second line of support, handling more complex issues that cannot be resolved by Tier 1 support. The ideal candidate is a problem-solver with deep technical knowledge and a commitment to delivering exceptional customer service.

Core Responsibilities

* This position may be required to provide on-site services.

Advanced Troubleshooting

• Investigating and resolving escalated technical issues that Level 1 technicians were unable to resolve.
• Performing in-depth analysis of system logs, error messages, and diagnostic tools to identify root causes of problems.

Server Administration

• Managing and administering Windows Server, Linux/Unix servers, or virtualization platforms (e.g., VMware, Hyper-V).
• Configuring and maintaining Active Directory, DNS, DHCP, and other server roles and services.
• Implementing server security measures such as firewall configurations, group policies, and access controls.

Network Infrastructure Management

• Configuring and troubleshooting network switches, routers, and firewalls.
• Implementing VLANs, port forwarding, NAT, and other network configurations.
• Monitoring network performance and optimizing network resources for efficiency and reliability.

Cloud Services Administration

• Managing cloud infrastructure and services (e.g., AWS, Azure, Google Cloud).
• Configuring and troubleshooting cloud-based applications, virtual machines, and storage solutions.
• Implementing cloud security measures such as IAM policies, encryption, and access controls.

Data Backup and Disaster Recovery

• Designing and implementing backup strategies for client data, applications, and systems.
• Performing regular backups and verifying data integrity.
• Planning and executing disaster recovery procedures in the event of data loss or system failure.

Advanced Security Management

• Conducting security assessments and audits to identify vulnerabilities and risks.
• Implementing security patches, updates, and configurations to mitigate security threats.
• Responding to security incidents, performing forensic analysis, and coordinating incident response efforts.

Advanced Endpoint Management

• Configuring and managing endpoint security solutions (e.g., antivirus, endpoint detection and response).
• Implementing endpoint management tools for software deployment, patch management, and remote troubleshooting.

Application Support

• Providing advanced support for business-critical applications and software platforms.
• Troubleshooting application performance issues, database errors, and integration problems.
• Collaborating with software vendors or developers to resolve complex application issues.

Documentation and Knowledge Management

• Documenting detailed procedures, configurations, and troubleshooting steps for complex technical issues.
• Contributing to the development and maintenance of the MSP's knowledge base and internal documentation.

Mentoring and Training

• Mentoring Tier I and Tier II technicians and providing guidance on technical skills development, outside of ticket resolution activities.
• Assist in conducting training sessions or workshops for internal staff on advanced technical topics and best practices.

Ticket Management

• Managing incoming service requests and support tickets through a ticketing system, ensuring timely resolution and proper documentation.
• Escalation of tickets to a Senior Engineer after the initial assessment, if task exceeds Senior Technician responsibility or knowledge base.

Desired Skills and Qualifications

• Prolific understanding of IT principles and an ability to troubleshoot most technical issues.
• Extensive experience with various operating systems, office software, and network configurations.
• Excellent verbal and written communication skills, with an emphasis on providing clear and understandable instructions.
• Strong organizational skills and the ability to multitask effectively.
• A customer-focused attitude, with patience and empathy for user concerns.
• A team player mentality, willing to share knowledge and assist colleagues in a dynamic work environment.

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Compensation Package:

• Bonus opportunities

Schedule:

• 8 hour shift

Ability to Commute:

• Birmingham, AL 35242 (Preferred)

Ability to Relocate:

• Birmingham, AL 35242: Relocate before starting work (Required)

Work Location: Hybrid remote in Birmingham, AL 35242

Salary : $50,000 - $60,000