Tier 2 Service Desk Technician

Position Overview

Hill Tech Solutions is seeking a skilled and customer-focused Service Desk Technician Tier 2 to provide advanced technical support for our managed services clients. This role serves as a technical escalation point for Tier 1 technicians andis responsible for resolving complex infrastructure, cloud, networking, security, and endpoint management issues.

The ideal candidate possesses strong troubleshooting skills, excellent communication abilities, and a passion for delivering exceptional customer experiences. This individual will work across multiple client environments while supporting Microsoft 365, Azure, networking, security, compliance, and infrastructure technologies. The Tier 2 Technician is expected to contribute to process improvement, documentation, automation, and team development.

• 3+ years of technical support experience inmanagedservices or multi-client IT environments.

• Strong experience supporting Microsoft 365, Windows Server, and Windows desktop operating systems.

• Experience with Microsoft Entra , Intune, Azure, and Active Directory.

• Understanding networking concepts including TCP/IP, DNS, DHCP, VPN, routing, switching, and wireless networking.

• Experience supporting firewalls, backup solutions, endpoint security platforms, and virtualization technologies.

• Familiarity with PSA and RMM platforms such as Connect Wise Manage and Connect Wise Automate.

• Excellent written, verbal, and customer service skills.

• Strong troubleshooting, organizational, and time management abilities.

• Ability to manage multiple priorities in a fast-paced environment.

• Experience supporting government contractors or regulated industries.

• Familiarity with CMMC, NIST 800-171, HIPAA, PCI DSS, or ISO 27001 frameworks.

• Experience with Microsoft Defender, Sentinel,Huntress, Duo, or similar security solutions.

• Scripting and automation experience using Power Shell or similar tools.

• Experience with Azure cloud services and virtual infrastructure.

• PriorMSP experience supporting small and mid-sized businesses.

• CompTIA A+

• CompTIA Network+

• CompTIA Security+

• Microsoft Certified:
  Azure Administrator Associate (AZ-104)

• Microsoft 365 Administrator(MS-102)
• Microsoft Endpoint Administrator(MD-102)

Training and mentorship programs are available to support career growth.

Reports To:

Service Desk Lead

Work Location:

In Office / Hybrid

Travel Requirements:
Occasional onsite client support as required

Note:

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed or required.