Tier 2 IT Support Specialist
Listed on 2026-01-09
-
IT/Tech
IT Support, Systems Administrator, Technical Support, HelpDesk/Support
Diagnose and resolve complex hardware, software, and network issues requiring deep technical expertise.
Perform root-cause analysis to prevent recurring incidents.
System AdministrationManage and maintain user accounts, permissions, and security policies in Active Directory
and
Microsoft 365
.
Support and execute backup processes, disaster recovery procedures, and system restorations.
Network ManagementTroubleshoot connectivity issues across
VPNs, DNS, DHCP, VLANs, firewalls, WiFi access points, and switching infrastructure
.
Assist in configuring and optimizing network equipment to ensure reliable performance.
Documentation & Process ImprovementMaintain detailed and accurate records of support requests, resolutions, and system changes.
Contribute to the development of internal knowledge bases, SOPs, and continuous improvement initiatives.
Support and mentor Tier 1 Help Desk staff by providing guidance and technical escalation assistance.
Coordinate with third-party vendors, MSP partners, and Level 3 engineers to resolve advanced issues.
Management & Organizational SkillsPrioritize and manage ticket queues effectively, ensuring timely resolution of client issues.
Potentially oversee daily help desk operations or act as a team lead to support workflow and team efficiency.
Experience24 years
of experience in IT support or help desk roles.
Prior experience in a
Managed Service Provider (MSP)environment is highly desirable.
Strong knowledge of
Windows/macOS
,
Microsoft 365
,
Active Directory
, and
Azure AD
.
Understanding of network protocols, firewall management, VPN technologies, DNS/DHCP, VLANs, and WiFi systems.
Experience with
RMM tools such as DATTO
is essential.
Excellent customer service and communication abilities in a fast-paced, client-facing environment.
Strong problem-solving skills, attention to detail, and the ability to remain composed under pressure.
Education & CertificationsBachelors degree in Information Technology or a related field is a plus.
Relevant certifications such as
CompTIA A+, Network+, Security+, or
Microsoft Certified Professional (MCP)are preferred.
Experience supporting
dental industry applications
, including imaging systems and practice management software, is a significant advantage.
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).