IT Technical Support Engineer – Tier 2

SUMMARY:
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POSITION INFO:

Our client is seeking a dedicated and skilled Tier 2 IT Technical Support Engineer to join our internal IT support team. As a Tier 2 technician, you will be the escalation point for complex technical issues, providing in-depth troubleshooting and ensuring seamless operation of hardware, software, and network systems across the organization.

Key Responsibilities

• Act as the second point of contact for IT support issues escalated from Tier 1 technicians.
• Troubleshoot and resolve complex incidents related to:
  • Windows operating systems
  • Microsoft 365 suite (Outlook, Teams, SharePoint, OneDrive)
  • Active Directory and Azure AD
  • Networking (DNS, DHCP, VPN, TCP/IP)
  • Endpoint protection and compliance
• Provide support for desktop, laptop, mobile devices, and peripheral hardware.
• Collaborate with Tier 3 teams and specialized engineers for unresolved or systemic issues.
• Maintain and update technical documentation and support guides.
• Monitor support ticket queues, ensuring SLAs are met and customer satisfaction is maintained.
• Assist in onboarding/offboarding processes, including provisioning and deprovisioning of accounts and devices.
• Implement IT policies, procedures, and best practices.
• Participate in IT projects, upgrades, and deployments as needed.
• Assist on afterhours call schedule.

Qualifications

Required:

• 2–4 years of experience in IT support or helpdesk environment.
• Strong knowledge of Windows 10/11 and Microsoft 365 applications.
• Experience with Active Directory, Exchange, and remote support tools.
• Familiarity with service desk ticketing systems (e.g., Jira, Halo).
• Solid troubleshooting and analytical skills.
• Excellent communication and interpersonal skills.

Preferred:

• Microsoft certifications (e.g., MCSA, MS-900, MD-102).
• Experience with Intune, SCCM, and Azure AD.
• Understanding of ITIL framework and incident management process.

Culture:

• We are looking for someone that can think of their feet.
• Must be a team player
• Must be able to collaborative
• Somebody that can take initiative

What We Offer

• Competitive salary
• Professional growth opportunities and access to Microsoft training resources and other 3rd party vendors.
• A collaborative, inclusive, and innovative workplace culture.

Why Join Us?

Join a team that values technical excellence, collaboration, and career growth. You'll work in a supportive, fast-paced environment where your contributions will directly impact business operations and client satisfaction.