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IT Technician - Tier 2

IT Technician - Tier 2 Support

The IT Technician -Tier 2 provides advanced technical support for client IT environments, serving as the primary escalation point for issues beyond Tier 1. This role requires strong analytical and troubleshooting skills, the ability to resolve complex technical problems, and the judgment to prioritize and manage multiple support requests effectively. The IT Technician works both independently and collaboratively to ensure reliable, secure, and efficient IT operations for clients.

Responsibilities:

Serve as the escalation point for Tier 1 support, diagnosing and resolving more complex hardware, software, network, and system issues
Provide remote and on-site support to client environments, including troubleshooting performance issues and system outages
Install, configure, upgrade, and maintain computer hardware, operating systems, and business applications
Support and troubleshoot network components, including connectivity issues, printers, and peripheral devices
Perform setup, configuration, and administration of user accounts, email systems, and voice/communication systems
Participate in and execute IT projects, including system deployments, upgrades, and migrations
Collaborate with clients, vendors, and internal team members to resolve issues and implement solutions
Document technical issues, resolutions, and procedures to support knowledge sharing and continuous improvement
Identify recurring issues and recommend proactive solutions to improve system reliability and user experience
Ensure adherence to company policies, security standards, and best practices
Communicate clearly and professionally with clients and internal stakeholders regarding issue status and resolution

Associate’s degree in Information Technology or a related field, or equivalent work experience
3+ years of hands-on experience in IT support or a similar technical role
Demonstrated ability to troubleshoot and resolve more complex hardware, software, and network issues with minimal supervision
Strong working knowledge of Windows operating systems, common business applications, and standard IT hardware
Experience supporting network environments, including basic understanding of TCP/IP, DNS, DHCP, and connectivity troubleshooting
Familiarity with user account administration, email systems, and access management
Experience with remote support tools and ticketing systems
Ability to prioritize and manage multiple tasks, including escalated support requests, in a timely manner
Strong problem-solving and analytical skills with attention to detail
Effective written and verbal communication skills, with the ability to interact professionally with clients and team members
Ability to work both independently and collaboratively in a team environment
Willingness to participate in after-hours support or on-call rotation, as needed

Preferred Qualifications:

Relevant certifications (e.g., CompTIA A+, Network+, Microsoft or similar)
Experience with system deployments, migrations, or IT project work
Exposure to virtualization, cloud services, or backup solutions
Experience working in a managed services or multi-client environment

Netability is committed to providing equal opportunity in employment for all people without regard to the following: race, color, religion, age, gender, sexual orientation, marital status, gender identity, national origin, physical or mental disability, service in the military, or any other attribute or characteristic protected by law.