Tier II Support Tech

The Tier 2 Technicianisa critical role within our MSP, providing advanced technical support and troubleshooting services for our clients. This position acts as a second line of support, handling more complex issues that cannot be resolved by Tier 1 support. The ideal candidate is a problem-solver with deep technical knowledge and a commitment to delivering exceptional customer service.

• * This position is an in-person position and will report daily to the assigned regional office. This position will berequiredto provide on-site services for clients from time to time and therefore will require a clean driving record and reliable transportation.

• Investigating and resolving escalated technical issues that Level 1 technicians were unable to resolve.
• Performing in-depth analysis of system logs, error messages, and diagnostic tools toidentifyroot causes of problems.

• Managing and administering Windows Server, Linux/Unix servers, or virtualization platforms (e.g., VMware, Hyper-V).
• Configuring and maintaining
  
  Active Directory, DNS, DHCP, and other server roles and services.
• Implementing server security measures such asfirewallconfigurations, group policies, and access controls.

• Configuring and troubleshooting network switches, routers, and firewalls.
• Implementing VLANs, port forwarding, NAT, and other network configurations.
• Monitoring network performance and optimizing network resources for efficiency and reliability.

• Managing cloud infrastructure and services (e.g., AWS, Azure, Google Cloud).
• Configuring and troubleshooting cloud-based applications, virtual machines, and storage solutions.
• Implementing cloud security measures such as IAM policies, encryption, and access controls.

• Designing and implementing backup strategies for client data, applications, and systems.
• Performing regular backups and verifying data integrity.
• Planning and executing disaster recovery procedures in the event ofdata loss or system failure.

• Conducting security assessments and audits toidentifyvulnerabilities and risks.
• Implementing security patches, updates, and configurations to mitigate security threats.
• Responding to security incidents, performing forensic analysis, and coordinating incident response efforts.

• Configuring and managing endpoint security solutions (e.g., antivirus, endpointdetectionand response).
• Implementing endpoint management tools for software deployment, patch management, and remote troubleshooting.

• Providing advanced support for business-critical applications and software platforms.
• Troubleshooting application performance issues, database errors, and integration problems.
• Collaborating with software vendors or developers to resolve complex application issues.

• Documenting detailed procedures, configurations, and troubleshooting steps for complex technical issues.
• Contributing to the development and maintenance of the MSP's knowledge base and internal documentation.

• Mentoring Tier I and Tier II technicians and providing guidance on technical skills development, outside of ticket resolution activities.
• Assistin conducting training sessions or workshops for internal staff on advanced technical topics and best practices.

• Managing incoming service requests andsupporttickets through a ticketing system, ensuringtimelyresolution and proper documentation.
• Escalation of tickets to a Senior Engineer after theinitialassessment, iftask exceeds Senior Technician responsibility or knowledge base.