Tier 2 Support Tech

In 2023, Tech Gen and Aligned Technology Solutions, both award-winning Managed IT Service Providers, merged – forming the premier company of Teal. Teal is an advanced IT services that assists small- to medium-sized organizations in strategically leveraging their technology. With roots dating back to 2000, the company differentiates itself from its competition through world-class concierge service, business-focused support, and sophisticated cybersecurity and compliance knowledge.

Our employees are empowered to explore their creativity, pursue their passions, and achieve personal growth through their work experience with us. Teal is committed to fostering an environment in the workplace that promotes diversity, equity, and inclusivity - where all employees are valued, respected, and provided with equal opportunities.

We are looking for an individual who:

• Loves helping people
• Is committed to excellence
• Is forward thinking

Under the direction of the Vice President of Service, the Tier 2 Support Technician helps carry out Teal’s vision of exceptional client service by setting up and maintaining computer systems to ensure network and server operations run smoothly and securely. Responsibilities include troubleshooting hardware, software, and networking issues, as well as ensuring all computing operations run with optimal performance, security, and efficiency.

As part of Teal’s continued innovation, this role also requires the regular and effective use of AI-powered tools, including Thread and other internal AI platforms adopted by the organization to enhance productivity, streamline workflows, improve documentation quality, and support faster issue resolution.

To be successful in this role, the Tier 2 Support Tech should possess strong problem-solving skills, an in-depth understanding of information systems, and a willingness to embrace new technologies especially AI tools, to elevate the support experience. The best candidates will be collaborative, customer-focused, and adaptable.

• Configuring and maintaining networked computers, including hardware, system software, applications, and other critical systems.
• Ensuring data is stored securely and backed up regularly.
• Implementing, diagnosing and resolving hardware, software, networking, and system issues when they arise including but not limited to the following technologies:
• Microsoft Azure, Hyper-V, Server Virtualization
• Microsoft Server 2019, 2016, 2012 and other Operating Systems
• Active Directory Group Policies
• Active Directory Security
• Microsoft O365 and M365
• TCP-IP Networking
• Backup and Disaster Recovery Solutions
• Cisco ASA and Meraki Firewalls, VPNs and Security Solutions
• Systems Management Tools
• Using AI-based productivity and documentation tools (including Thread) as required to enhance ticket quality, optimize troubleshooting workflows, and support operational efficiency across service teams.
• Replacing and upgrading defective or outdated components when necessary.
• Monitoring system performance to ensure everything runs smoothly and securely.
• Resolve escalated issues from the Help Desk team and provide technical mentorship.
• Documenting any processes which employees need to follow in order to successfully work within our computing system.
• Maintain professional appearance and conduct at all times.
• Adheres to company work practices.
• Establishes and maintains effective working relationships with colleagues, clients, vendors, and management.
• Documents work processes as required.
• Performs other duties as assigned.

• High school diploma; 1-2 years related experience and/or training; or equivalent combination of education and experience.
• Excellent customer service skills and “can do” attitude.
• Past experience administering server-side technology and networked computing systems.
• Ability to prioritize a wide range of workloads with critical deadlines.
• Highly responsive.
• Excellent oral and written communication skills. Ability to read/speak/write at a high level. The role requires high level written communication skills.
• Ability to document work and maintain accurate records.
• Resourceful – the ability to figure things out.
• High attention to…