Tier 2 Technical Support Specialist

Tier 2 Technical Support Specialist – MSP

Pay: $45,000.00 - $65,000.00 per year

We’re looking for a Tier 2 Technical Support Specialist to join our Managed Services Provider (MSP) team. This role is ideal for someone who already has a solid IT foundation and is ready to move beyond basic helpdesk work into deeper troubleshooting, client interaction, and hands‑on problem solving.

You’ll work closely with Tier 1 technicians and senior engineers to support a variety of client environments, helping resolve escalated issues and improve overall system reliability.

• Handle escalated support tickets from Tier 1, including advanced troubleshooting
• Support Windows desktops and servers, Microsoft 365, and basic networking issues
• Troubleshoot hardware, software, and connectivity issues in client environments
• Assist with user onboarding/offboarding, permissions, and access management
• Perform routine maintenance tasks such as patching, monitoring, and system checks
• Work with backup systems and assist with restore testing and troubleshooting
• Assist with firewall, network, and Wi‑Fi troubleshooting as needed
• Document resolutions, processes, and system changes clearly and thoroughly
• Communicate effectively with clients, explaining technical issues in plain language
• Escalate complex issues to Tier 3/System Administrators when appropriate
• Able to go onsite to client locations when needed

• 2+ years of IT support experience (MSP experience strongly preferred)
• Strong working knowledge of Windows 10/11 and Windows Server environments
• Experience supporting Microsoft 365 (Exchange, Teams, One Drive, SharePoint)
• Understanding of networking fundamentals (DNS, DHCP, VPNs, Wi‑Fi)
• Experience with RMM and ticketing systems
• Solid troubleshooting skills and attention to detail
• Ability to manage multiple tickets and prioritize effectively
• Strong written and verbal communication skills
• Valid driver’s license

• Exposure to backup solutions (Veeam or similar)
• Basic firewall experience (Forti Gate or comparable platforms)
• Experience with virtualization (Hyper‑V, VMware)
• CompTIA A+, Network+, or similar certifications

• Full‑time position
• Monday–Friday, 8:00 AM – 5:00 PM
• Occasional after‑hours or on‑call support as needed

• Small team where your work actually matters
• Real‑world exposure to a variety of environments and technologies
• Opportunity to grow into Tier 3 / Systems Administration roles
• No call‑center chaos — just real clients and real problems
• Supportive team that values communication and accountability

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Full‑time, Permanent

Joplin, MO (Hybrid remote with onsite visits as needed)