Tier 2 Support Technician

About the role

We are looking for a Tier 2 Support Technician to serve as the primary escalation point for complex technical issues. You will work closely with Tier 1 technicians and engineering teams to deliver advanced support for infrastructure, endpoint, Microsoft 365, and networking environments.

Key responsibilities

• Respond to escalated support requests via phone, email, and ticketing system.
• Diagnose and resolve complex Windows 11, Windows Server, and Microsoft 365 issues.
• Administer Azure AD, Intune, and related endpoint management solutions.
• Troubleshoot advanced networking components such as DNS, DHCP, VPNs, firewalls, and wireless connectivity.
• Perform root‑cause analysis, implement long‑term fixes, and document solutions.
• Mentor Tier 1 technicians and communicate technical concepts to non‑technical users.
• Maintain accurate ticket documentation and ensure SLA compliance.

Required profile

• Minimum 3 years of IT support experience in a business environment.
• Strong analytical and troubleshooting skills.
• Motivation to grow in systems administration, cloud technologies, and cybersecurity.

Required skills

• Windows 11 and Windows Server administration.
• Microsoft 365 services: Exchange Online, Teams, SharePoint, OneDrive.
• Microsoft Entra ID (Azure AD) and Intune management.
• Windows Autopilot, Conditional Access, device compliance, MDM.
• Networking fundamentals: DNS, DHCP, VPN, firewalls, wireless.
• Endpoint security and management solutions.