Tier 2/3 IT Support Technician

Key Responsibilities

• Provide advanced (Tier 2/3) technical support for desktops, servers, networks, and cloud environments

• Troubleshoot and resolve escalated incidents and service requests efficiently

• Monitor systems using RMM tools and proactively address potential issues

• Manage and maintain Microsoft 365 environments (Exchange Online, Teams, SharePoint, OneDrive)

• Configure and support backup solutions (e.g., Acronis)

• Implement and maintain cybersecurity solutions (EDR/XDR, email security, firewalls)

• Administer Windows Server environments (2016/2019/2022/2025) including AD, DNS, DHCP, GPO

• Support virtualization platforms (Hyper-V)

• Configure and maintain network infrastructure (switches, firewalls, VPNs, Wi-Fi)

• Assist with IT projects such as migrations, upgrades, and deployments

• Document solutions, processes, and client environments

• Provide onsite and remote support when required

• Mentor Tier 1 technicians and assist with knowledge sharing

Technical Requirements

• Strong experience with Microsoft Windows Desktop and Server environments

• Solid knowledge of Microsoft 365 administration

• Experience with RMM tools (e.g., NinjaOne, N-Central, Datto RMM)

• Backup and disaster recovery experience (Acronis preferred)

• Networking knowledge (TCP/IP, VLANs, VPNs, firewalls – WatchGuard/Fortinet advantageous)

• Experience with virtualization (Hyper-V)

• Understanding of cybersecurity best practices (MFA, conditional access, email security)

• Familiarity with scripting (PowerShell advantageous)

Minimum Qualifications & Experience

• 3–5+ years experience in IT support (preferably in an MSP environment)

• Relevant certifications (Microsoft, CompTIA, Cisco, etc.) advantageous

• Valid driver’s license (if onsite support is required)

Soft Skills

• Strong problem-solving and analytical skills

• Excellent communication and client-facing abilities

• Ability to work under pressure and manage multiple tasks

• Attention to detail and strong documentation skills

• Self-motivated with a proactive approach

Preferred Experience

• MSP (Managed Service Provider) background

• Experience with cloud migrations and tenant management

• Exposure to compliance frameworks and IT security policies

Key Performance Indicators (KPIs)

• SLA adherence and ticket resolution times

• Client satisfaction and feedback

• Proactive issue detection and prevention

• Quality of documentation and reporting

Remuneration

• Market-related salary based on experience

• Additional benefits may include performance incentives, training, and certification support