Partners Personnel
Base pay range
$75,000.00/yr - $85,000.00/yr Additional compensation types
Annual Bonus Job Title: Tier 2 Technical Support Specialist Employment Type:
Full-Time Department:
Information Technology / Technical Support Reports To:
Technical Support Manager Position Overview
The Tier 2 Technical Support Specialist provides advanced technical assistance by diagnosing, troubleshooting, and resolving complex hardware, software, network, and infrastructure issues. This role serves as an escalation point for Tier 1 support and plays a key role in maintaining system reliability, security, and operational continuity across the organization. The ideal candidate has strong hands-on experience with Microsoft 365, network security appliances, backup solutions, endpoint hardware, and virtualization platforms, along with a customer-focused approach to problem resolution. Key Responsibilities
Act as the escalation point for Tier 1 technical support issues requiring advanced troubleshooting. Provide support for
Microsoft Office 365
(Exchange Online, Outlook, Teams, OneDrive, SharePoint). Diagnose and resolve issues related to
Windows and macOS (Macintosh)
environments. Support and maintain
SonicWall firewalls
and
Ubiquiti network switches . Administer and troubleshoot
Vantage/Vontage systems
(as applicable to business operations). Support backup and disaster recovery solutions including
Veeam
and
Synology Backup . Troubleshoot server and infrastructure issues within
virtualized environments and hypervisors . Provide support for
Dell desktops, laptops, and servers . Configure, troubleshoot, and maintain
Zebra handheld devices and thermal printers . Investigate VoIP and telephony-related issues needed. Manage and resolve incidents using
Jira
or similar ticketing systems. Document issues, root causes, and resolutions within the ticketing system and knowledge base. Collaborate with IT infrastructure teams, vendors, and service providers to resolve complex issues. Identify recurring issues and recommend long-term solutions or system improvements. Ensure adherence to IT security policies, backup procedures, and best practices. Provide technical guidance and mentoring to Tier 1 support staff. Participate in on-call rotations and after-hours support as required. Required Qualifications
Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience. 3+ years of experience in technical support, help desk, or desktop support with Tier 2 responsibilities. Hands‑on experience supporting
Office 365
environments. Strong experience with
Windows and macOS
operating systems. Working knowledge of
networking fundamentals , including firewalls, switches, VLANs, and VPNs. Experience with
backup solutions
such as Veeam and Synology. Familiarity with
server virtualization and hypervisor platforms . Experience supporting enterprise hardware including
Dell
systems. Proficiency with
ticketing systems , preferably
Jira . Excellent troubleshooting, analytical, and communication skills. Preferred Qualifications
Experience with
SonicWall
firewall administration. Experience supporting
Zebra mobile devices and thermal printing environments . Experience with
Ubiquiti networking equipment . Knowledge of VoIP systems. Strong customer service orientation with ownership of issues through resolution. Ability to prioritize and manage multiple tickets in a fast‑paced environment. Detail‑oriented with strong documentation and process discipline. Ability to communicate technical concepts clearly to non‑technical users. Collaborative team player with the ability to work independently. Seniority level
Mid‑Senior level Employment type
Full‑time Job function
Job function Information Technology Industries Manufacturing
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$75,000.00/yr - $85,000.00/yr Additional compensation types
Annual Bonus Job Title: Tier 2 Technical Support Specialist Employment Type:
Full-Time Department:
Information Technology / Technical Support Reports To:
Technical Support Manager Position Overview
The Tier 2 Technical Support Specialist provides advanced technical assistance by diagnosing, troubleshooting, and resolving complex hardware, software, network, and infrastructure issues. This role serves as an escalation point for Tier 1 support and plays a key role in maintaining system reliability, security, and operational continuity across the organization. The ideal candidate has strong hands-on experience with Microsoft 365, network security appliances, backup solutions, endpoint hardware, and virtualization platforms, along with a customer-focused approach to problem resolution. Key Responsibilities
Act as the escalation point for Tier 1 technical support issues requiring advanced troubleshooting. Provide support for
Microsoft Office 365
(Exchange Online, Outlook, Teams, OneDrive, SharePoint). Diagnose and resolve issues related to
Windows and macOS (Macintosh)
environments. Support and maintain
SonicWall firewalls
and
Ubiquiti network switches . Administer and troubleshoot
Vantage/Vontage systems
(as applicable to business operations). Support backup and disaster recovery solutions including
Veeam
and
Synology Backup . Troubleshoot server and infrastructure issues within
virtualized environments and hypervisors . Provide support for
Dell desktops, laptops, and servers . Configure, troubleshoot, and maintain
Zebra handheld devices and thermal printers . Investigate VoIP and telephony-related issues needed. Manage and resolve incidents using
Jira
or similar ticketing systems. Document issues, root causes, and resolutions within the ticketing system and knowledge base. Collaborate with IT infrastructure teams, vendors, and service providers to resolve complex issues. Identify recurring issues and recommend long-term solutions or system improvements. Ensure adherence to IT security policies, backup procedures, and best practices. Provide technical guidance and mentoring to Tier 1 support staff. Participate in on-call rotations and after-hours support as required. Required Qualifications
Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience. 3+ years of experience in technical support, help desk, or desktop support with Tier 2 responsibilities. Hands‑on experience supporting
Office 365
environments. Strong experience with
Windows and macOS
operating systems. Working knowledge of
networking fundamentals , including firewalls, switches, VLANs, and VPNs. Experience with
backup solutions
such as Veeam and Synology. Familiarity with
server virtualization and hypervisor platforms . Experience supporting enterprise hardware including
Dell
systems. Proficiency with
ticketing systems , preferably
Jira . Excellent troubleshooting, analytical, and communication skills. Preferred Qualifications
Experience with
SonicWall
firewall administration. Experience supporting
Zebra mobile devices and thermal printing environments . Experience with
Ubiquiti networking equipment . Knowledge of VoIP systems. Strong customer service orientation with ownership of issues through resolution. Ability to prioritize and manage multiple tickets in a fast‑paced environment. Detail‑oriented with strong documentation and process discipline. Ability to communicate technical concepts clearly to non‑technical users. Collaborative team player with the ability to work independently. Seniority level
Mid‑Senior level Employment type
Full‑time Job function
Job function Information Technology Industries Manufacturing
#J-18808-Ljbffr