Tier 2 Helpdesk Technician

Techlocity

Indianapolis, IN
• Hybrid
• Full-Time

You’ll serve as the escalation point between Tier 1 triage and Tier 3 engineering. By the time a ticket reaches you, initial troubleshooting has already been completed, and the expectation is that you can take ownership of more complex issues and drive them through resolution.

This is a technical, analytical role for someone who is comfortable diagnosing issues methodically rather than relying on scripts or surface‑level fixes. The expected workflow is straightforward:

Troubleshooting decisions should be grounded in logs, metrics, and observed system behavior. Escalations to Tier 3 are expected to include relevant findings, actions already taken, supporting data, and a clearly defined scope of impact.

We’re looking for someone who has already worked in a true Tier 2 MSP role and can speak confidently about the environments they’ve supported and the issues they’ve owned. This position is best suited for a technician with hands‑on experience across servers, identity platforms, and networking who is ready to continue growing toward senior engineering responsibilities.

This role is best aligned with candidates who bring:

• Previous hands‑on Tier 2 support experience in an MSP environment
• A strong troubleshooting foundation that goes beyond basic triage or scripted support
• The ability to explain technical work clearly and demonstrate ownership of complex issues

The strongest candidates will bring practical experience, sound judgment, and genuine curiosity when something does not add up. We place the greatest value on demonstrated technical capability and a track record of ownership.

• Troubleshoot Windows endpoints and servers at the OS, service, and policy layer
• Group Policy, DNS, DHCP, Kerberos, NTFS permissions, event log analysis, and performance troubleshooting
• Administer Windows Server roles and services with confidence across both GUI and command‑line workflows

• Diagnose M365 issues across Exchange Online, Entra  (Azure AD), Conditional Access, MFA, and mail flow
• Investigate authentication and identity failures: SSO, federation, token issues, and Azure AD Connect sync
• Support tenant‑to‑tenant migrations, domain transitions, and licensing changes

• Investigate L2/L3 issues: ARP, VLANs, routing, NAT, ACLs, and VPN tunnels
• Work with firewall rule sets, port translation, site‑to‑site and client VPNs
• Apply subnetting and the OSI model effectively in real‑world troubleshooting scenarios

• Support Hyper‑V and VMware ESXi: VM provisioning, snapshots, resource allocation, and datastore management
• Working knowledge of Microsoft Azure (VMs, networking, identity) and AWS fundamentals

• Monitor and respond to EDR alerts: behavioral detections, IOC review, and false‑positive analysis
• Own the patch lifecycle through WSUS and RMM‑driven patching, including validation of results and awareness of downstream impact
• Validate backup integrity across image‑level, file‑level, and disaster recovery scenarios rather than relying solely on job completion status

• Provide remote and onsite support across the client base
• Assist with client onboarding, offboarding, and infrastructure deployments
• Communicate technical issues clearly and professionally to clients using language that is accessible and respectful
• Participate in on‑call rotation, including occasional after‑hours response

• 3–5 years of real IT experience; MSP background strongly preferred
• Demonstrated hands‑on experience with Windows Server, Active Directory, and Microsoft 365, with clear ownership of technical outcomes
• RMM and PSA platform experience (Connect Wise Manage and Datto RMM preferred)
• Working knowledge of Microsoft Azure and/or AWS

• A solid understanding of the TCP/IP stack and how network communication behaves in practice
• DNS resolution path and common break scenarios
• VPN types: IPSec, SSL, split vs. full tunnel
• Routing behavior and failure modes
• Active Directory: OU structure, GPO,…