IT Expert - Tier 2

Ready to take your technical expertise to the next level?

Are you the person other technicians turn to when troubleshooting gets complicated? Do you enjoy investigating challenging technical issues, finding solutions, and helping others strengthen their skills?

YOUR ROLE AND LOCATION

This position provides both remote and on-site IT support to businesses throughout the Research Triangle area.

• Schedule:
  
  Monday–Friday, 8:30 AM–5:30 PM
• Location:
  
  Durham, NC, with travel to client locations as needed
• On-Call:
  Rotating after-hours schedule, including evenings and weekends
• Compensation: $65,000 - $75,000 annually

WHAT YOU'LL DO

• Investigate, troubleshoot, and resolve complex technical issues escalated from Tier 1 support, including problems involving operating systems, Microsoft 365, networking, applications, and related business technologies
• Take ownership of escalated support requests through resolution, maintaining clear customer communication, accurate documentation, and adherence to service-level commitments
• Identify recurring technical issues, recommend solutions, and elevate advanced problems to Tier 3 or specialized technical teams when appropriate
• Provide professional remote and on-site technical support while following established incident management, security, and change management procedures
• Serve as a technical resource for Tier 1 technicians, sharing troubleshooting guidance and best practices
• Maintain customer and internal technical documentation, including knowledge base articles and troubleshooting procedures
• Collaborate with other technical teams on service improvements and assist with occasional technical projects or deployments

TECHNICAL KNOWLEDGE & SKILLS

Required Qualifications

• Strong troubleshooting experience with Windows 11, desktop hardware, software applications, and peripherals
• Working knowledge of Microsoft 365 administration, including Exchange Online, Teams, and Share Point
• Experience with Active Directory, Microsoft Entra , user permissions, and authentication
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and connectivity troubleshooting
• Experience troubleshooting Windows Server and domain-related issues
• Familiarity with remote support tools, ticketing systems, IT security fundamentals, and technical documentation
• Demonstrated ability to independently investigate and resolve complex technical issues
• Familiarity with Microsoft Intune, Power Shell, automation, backup solutions, or remote monitoring and management tools

Preferred Qualifications

• Experience supporting multiple business clients in a Managed Service Provider (MSP) environment
• Experience supporting macOS operating systems and Apple hardware

WHAT YOU BRING TO THE TABLE

• Strong analytical thinking and a methodical approach to problem-solving
• Ability to research unfamiliar technical issues and develop practical solutions independently
• Excellent customer service, communication, and organizational skills
• Confidence working autonomously while knowing when to collaborate or elevate
• A collaborative mindset, willingness to share knowledge, and a passion for technology and a job well done

EDUCATION & EXPERIENCE

• Three or more years of progressively responsible professional IT support experience, including troubleshooting complex or escalated technical issues
• An associate's or bachelor's degree in IT, relevant industry certifications, or an equivalent combination of education, training, and experience

Certifications such as CompTIA Network+, Security+, or Microsoft role-based certifications are valued but not required.

WHY SHOULD YOU APPLY?

At Net Friends, we believe great technology support starts with great people. We value collaboration, continuous learning, and helping our team members build meaningful careers.

Our…