PCR Business Systems
Company Description
At PCR Business Systems, we’re more than an IT service provider; we’re a trusted business partner helping organizations grow and thrive through technology. Since 2004, we’ve proudly supported businesses across Akron, Cleveland, and Northeast Ohio with managed IT services, cybersecurity solutions, network support, and strategic IT consulting designed for long‑term success.
As one of the few SOC 2–audited MSPs in the region, we hold ourselves to the highest standards of security, reliability, and trust. Our team works closely with clients to design technology strategies that align with their goals, fit their budgets, and evolve with their businesses.
Position Overview We’re seeking a
Technical Support Specialist – Tier 2
with hands‑on experience supporting clients in a Managed Services Provider (MSP) environment. In this dynamic, client‑facing role, you’ll take ownership of escalated tickets from Level 1 technicians and collaborate with senior engineers on complex technical projects.
Key Responsibilities
Provide Tier 2 support for escalated technical issues related to workstations, servers, networks, and cloud services
Manage and support
Microsoft 365 ,
Azure AD ,
Intune , and
Microsoft Entra
environments
Troubleshoot and resolve issues with Windows Server (AD, DNS, DHCP, GPO), desktops, printers, and mobile devices
Assist in the configuration and deployment of new servers and network hardware
Serve as a knowledge resource and escalation point for Level 1 technicians
Maintain clear documentation of procedures, tickets, and resolutions in PSA tools like Autotask or ConnectWise
Communicate effectively with clients to update ticket progress, changes, and resolution steps
Coordinate with vendors and act as a liaison when needed
Participate in on‑call rotation and internal team meetings
Stay current with certifications and contribute to internal process improvements
Technical Requirements
5+ years of technical support experience, preferably in an MSP or Cloud Services setting
Hands‑on experience with:
Microsoft 365 administration
(Exchange Online, Teams, SharePoint)
Microsoft Azure , including VM provisioning, Azure AD, and cloud identity management
Windows Server
and
Active Directory
(including DNS, DHCP, GPOs)
Remote management tools such as ConnectWise, Autotask, NinjaRMM, or Kaseya
Strong knowledge of Windows 10/11, MacOS, iOS, and Android devices
Familiarity with network infrastructure, including switching, firewalls, VPNs, and wireless
Strong interpersonal, communication, and customer service skills
Demonstrated ability to prioritize, multitask, and manage time effectively
A positive attitude and a team‑first mindset
Ability to mentor and coach junior team members
Willingness to contribute to documentation and continuous improvement initiatives
Preferred Certifications (Not Required, but a Plus)
CompTIA A+, Network+, Server+
Microsoft 365 Certified: Modern Desktop Administrator Associate
College degree in Information Systems or related field
Benefits Include
Health Insurance
401(k) with company match
Paid certification and training programs
Paid time off and holidays
A supportive, collaborative team environment
Ready to take your career to the next level?
At PCR, great IT starts with great people. Join our Akron team and be part of a supportive, growth‑minded environment where your ideas matter, your work has impact, and your expertise helps local businesses run smarter and safer every day. Apply today to become our next
Technical Support Specialist – Tier 2 .
Get notified about new Technical Support Specialist jobs in
Akron, OH .
#J-18808-Ljbffr
As one of the few SOC 2–audited MSPs in the region, we hold ourselves to the highest standards of security, reliability, and trust. Our team works closely with clients to design technology strategies that align with their goals, fit their budgets, and evolve with their businesses.
Position Overview We’re seeking a
Technical Support Specialist – Tier 2
with hands‑on experience supporting clients in a Managed Services Provider (MSP) environment. In this dynamic, client‑facing role, you’ll take ownership of escalated tickets from Level 1 technicians and collaborate with senior engineers on complex technical projects.
Key Responsibilities
Provide Tier 2 support for escalated technical issues related to workstations, servers, networks, and cloud services
Manage and support
Microsoft 365 ,
Azure AD ,
Intune , and
Microsoft Entra
environments
Troubleshoot and resolve issues with Windows Server (AD, DNS, DHCP, GPO), desktops, printers, and mobile devices
Assist in the configuration and deployment of new servers and network hardware
Serve as a knowledge resource and escalation point for Level 1 technicians
Maintain clear documentation of procedures, tickets, and resolutions in PSA tools like Autotask or ConnectWise
Communicate effectively with clients to update ticket progress, changes, and resolution steps
Coordinate with vendors and act as a liaison when needed
Participate in on‑call rotation and internal team meetings
Stay current with certifications and contribute to internal process improvements
Technical Requirements
5+ years of technical support experience, preferably in an MSP or Cloud Services setting
Hands‑on experience with:
Microsoft 365 administration
(Exchange Online, Teams, SharePoint)
Microsoft Azure , including VM provisioning, Azure AD, and cloud identity management
Windows Server
and
Active Directory
(including DNS, DHCP, GPOs)
Remote management tools such as ConnectWise, Autotask, NinjaRMM, or Kaseya
Strong knowledge of Windows 10/11, MacOS, iOS, and Android devices
Familiarity with network infrastructure, including switching, firewalls, VPNs, and wireless
Strong interpersonal, communication, and customer service skills
Demonstrated ability to prioritize, multitask, and manage time effectively
A positive attitude and a team‑first mindset
Ability to mentor and coach junior team members
Willingness to contribute to documentation and continuous improvement initiatives
Preferred Certifications (Not Required, but a Plus)
CompTIA A+, Network+, Server+
Microsoft 365 Certified: Modern Desktop Administrator Associate
College degree in Information Systems or related field
Benefits Include
Health Insurance
401(k) with company match
Paid certification and training programs
Paid time off and holidays
A supportive, collaborative team environment
Ready to take your career to the next level?
At PCR, great IT starts with great people. Join our Akron team and be part of a supportive, growth‑minded environment where your ideas matter, your work has impact, and your expertise helps local businesses run smarter and safer every day. Apply today to become our next
Technical Support Specialist – Tier 2 .
Get notified about new Technical Support Specialist jobs in
Akron, OH .
#J-18808-Ljbffr