Service Technician T2

Service Technician T2

We are seeking a technically capable and execution-focused Service Technician T2 to join our Service Delivery team.

• Paid Training
• PTO
• Paid Holidays
• Paid Vacation
• Medical & Dental
• Simple IRA

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