Tier 2 IT Support Technician

Tier 2 IT Support Technician

Location: Remote 
Experience Required: 5-10 Years
Estimated Salary Range: $2,000 - $3,000 USD/month

Primary Role

Provide advanced technical support to clients, handling escalated issues from Tier 1 support and ensuring timely resolution of more complex technical problems related to Microsoft 365, system performance, hardware, connectivity, and third-party software applications.

Key Responsibilities

• Handle escalated service requests involving deeper system diagnostics or multi-layered issues

• Troubleshoot complex problems involving servers, networking, cloud integrations, and advanced configurations

• Act as a subject matter expert for Tier 1 staff and assist in training and mentoring

• Create and update internal documentation, SOPs, and knowledge base articles

• Communicate technical solutions clearly and professionally to end users and internal teams

• Participate in system maintenance tasks such as patching, updates, monitoring, and backups

• Work collaboratively with Tier 3 engineers on persistent or critical system issues

Required Skills and Qualifications

• Exceptional spoken and written English

• Proficient in Microsoft 365 administration, Windows OS, and networking fundamentals

• Strong diagnostic and problem-solving abilities with both hardware and software

• Familiarity with VoIP systems, SharePoint, OneDrive, and remote desktop tools

• Experience with Active Directory, DNS/DHCP, and network troubleshooting tools

• 5 - 10 years of experience in IT support or help desk environments

• Relevant certifications (e.g., CompTIA Network+, Microsoft 365 Admin, or similar) strongly preferred