Service Technician T2

Overview

We are seeking a technically capable and execution-focused Service Technician T2 to join our Service Delivery team. This role is responsible for resolving more complex service issues while ensuring continuity of service, stability of client environments, and alignment to long-term outcomes.

The Service Technician T2 is responsible for advanced troubleshooting, technical decision-making within scope, and supporting Tier 1 technicians to improve overall service quality and efficiency. This role is ideal for someone who can manage complexity, maintain clear communication, and ensure consistent service progression without disruption.

• Own resolution of Tier 2 service issues, ensuring problems are resolved or escalated appropriately with consideration for client impact, urgency, and service continuity
• Own technical decision-making within scope, ensuring solutions align with long-term outcomes and do not introduce repeat issues or instability
• Own client communication for assigned work, providing proactive updates that maintain clarity and confidence throughout the service lifecycle
• Own continuity of service, ensuring work progresses without stalls, loss of context, or breakdowns across handoffs or escalations
• Support Tier 1 technicians through guidance and knowledge transfer to improve first-contact resolution and overall team capability
• Identify recurring issues, technical gaps, or process breakdowns and ensure they are documented and escalated for corrective action
• Demonstrate advanced troubleshooting and judgment within role scope while recognizing when escalation to Tier 3 is required
• Resolve issues involving systems, services, and multi-component interactions across client environments
• Support identity, directory, and policy functions including group management, group policy, and directory cleanup
• Administer Microsoft cloud services including Azure, Intune, SharePoint, and related services within non-architectural scope
• Troubleshoot mail flow, delivery issues, and email security configurations including DNS-based mail records
• Troubleshoot networking issues including DNS, DHCP, VPN, Wi-Fi, switching, and ISP coordination within operational scope
• Support security operations including malware remediation, MFA enforcement, alert response, and managed security platforms
• Support backup, recovery, and server-related operations including patching, performance triage, and BDR troubleshooting
• Support telephony systems including PBX functionality, ring groups, and VoIP configuration within non-architectural scope
• Participation in the After Hours Support rotation is required, including availability to respond to client emergencies outside of standard business hours
• Own basic low voltage cabling execution, including pulling, routing, terminating, and testing cable as required to support service and infrastructure needs

• Strong proficiency across Tier 1 and Tier 2 technical scope areas
• Advanced troubleshooting and issue isolation across systems, services, and integrated environments
• Working knowledge of Active Directory, Group Policy, and identity management concepts
• Working knowledge of Microsoft 365, Azure, and endpoint management platforms
• Understanding of networking fundamentals including DNS, DHCP, VPN, and switching
• Ability to manage and respond to endpoint security and monitoring tools
• Ability to document technical context, decisions, and outcomes clearly
• Ability to determine appropriate escalation points and provide effective handoff context

• 2–4 years of experience in IT support, service desk, or MSP environment
• Proven experience troubleshooting across systems, applications, and network-related issues
• Working knowledge of Microsoft 365, Active Directory, and endpoint support
• Foundational to intermediate understanding of networking concepts (DNS, DHCP, TCP/IP, VPN)
• Experience supporting multiple users, systems, or environments simultaneously
• Strong communication skills with ability to manage client expectations and technical discussions
• Ability to prioritize work, manage multiple tickets, and maintain service continuity
• Valid driver’s license and access to a reliable vehicle for client onsite support and travel

• Experience working in a managed services (MSP) environment with exposure to multiple client environments
• Familiarity with RMM, PSA, and documentation platforms used in service delivery
• Industry certifications such as CompTIA Network+, Security+, or Microsoft certifications
• Experience supporting cloud-based environments including Microsoft 365 and Azure
• Associate’s or Bachelor’s degree in Information Technology or equivalent experience
• Demonstrated ability to mentor or support junior technicians