Tier 2 Systems Specialist

Job Description

About the Role

Corptek Solutions is looking for a Tier 2 Systems Specialist to join our Service team.

This role is responsible for owning and progressing our service ticket queue, resolving advanced technical issues, and serving as the next escalation point for issues that move beyond Tier 1 support.

A successful Tier 2 technician keeps tickets moving, communicates clearly with clients, documents work thoroughly, and knows when to escalate an issue rather than allowing it to stall. This role will primarily focus on service tickets but may also assist with projects, onboarding, onsite work, and Helpdesk
60 coverage when needed.

The Tier 2 Systems Specialist reports to the Service Manager and works closely with Tier 1 technicians, Tier 3 engineers, and Corptek leadership to provide consistent, responsive IT support to our clients.

Responsibilities

• Own and actively manage assigned tickets within the service ticket queue.
• Troubleshoot and resolve advanced workstation, Microsoft 365, networking, server, application, printing, and access-related issues.
• Serve as an escalation point for Tier 1 technicians.
• Escalate issues to Tier 3 when meaningful progress has not been made after approximately 30 minutes or when the issue exceeds Tier 2 scope or authority.
• Maintain accurate ticket statuses, next actions, time entries, and client communication.
• Provide proactive updates to clients throughout the troubleshooting process.
• Document troubleshooting steps, findings, changes, resolutions, and escalation information clearly enough that another technician can continue the work without starting over.
• Coordinate directly with third-party vendors when required to resolve client issues.
• Follow Corptek SOPs, security standards, change-control practices, and client authorization requirements.
• Assist with new-user setups, computer replacements, onboarding, and other standard service requests.
• Assist Tier 3 technicians with projects and implementation work when needed.
• Provide Helpdesk
  60 coverage when service needs require additional assistance.
• Participate in the technician on-call rotation.
• Maintain accurate time entries and properly classify work as Billable, No Charge, or Do Not Bill according to Corptek standards.
• Identify recurring problems, documentation gaps, or opportunities to improve the client environment and communicate them to the appropriate team member.
• Confirm successful resolution with the client before closing tickets when appropriate.

Qualifications

Required

• Strong troubleshooting and problem-solving skills.
• Experience supporting Windows workstations and business IT environments.
• Working knowledge of Microsoft 365 administration, including users, licensing, Exchange Online, permissions, and MFA.
• Understanding of TCP/IP, DNS, DHCP, VPNs, firewalls, switches, wireless networks, and general network troubleshooting.
• Ability to troubleshoot issues independently while recognizing when escalation is appropriate.
• Strong written and verbal communication skills.
• Ability to communicate technical information clearly to non-technical users.
• Strong documentation and ticket-management habits.
• Ability to prioritize multiple active issues based on business impact and urgency.
• Professional, client-focused attitude.
• Ability to work effectively both independently and as part of an escalation team.

Preferred

• Previous MSP or IT service desk experience.
• Experience with RMM, PSA, endpoint security, and IT documentation platforms.
• Experience supporting Microsoft 365, Windows Server, Active Directory, Entra , and business networking environments.
• Experience working with third-party software vendors and line-of-business applications.
• Relevant Microsoft, CompTIA, Cisco, or other industry certifications are a plus.

What Success Looks Like

Success in this role means:

• Tickets consistently move toward resolution without unnecessary delays.
• Clients receive clear and timely communication.
• Escalations include complete troubleshooting notes and useful technical findings.
• Issues are resolved correctly without creating avoidable repeat problems.
• Documentation and time entries are accurate and complete.
• Tier 1 technicians can rely on Tier 2 for effective escalation support.
• Tier 3 receives well-documented escalations instead of having to restart troubleshooting.
• The technician continues developing the technical judgment and engineering skills needed to progress toward a Tier 3 role.

We are a fast growing MSP (Managed Service Provider) focused on Customer…