Tier 2 Support Technician

About the role

The Tier 2 Support Technician acts as the primary escalation point for complex technical issues, delivering advanced support to clients across infrastructure, endpoint, Microsoft 365, and networking domains. You will work closely with Tier 1 technicians and engineering teams to ensure high‑quality service and continuous improvement.

Key responsibilities

• Respond to escalated support requests via phone, email, and ticketing system.
• Diagnose and resolve complex Windows 11 and Windows Server problems.
• Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, and Intune.
• Manage user accounts, permissions, and security policies in Azure AD (Microsoft Entra ID).
• Configure, deploy, and support Intune, Windows Autopilot, Conditional Access, and device compliance policies.
• Troubleshoot advanced networking issues such as DNS, DHCP, VPNs, firewalls, and wireless connectivity.
• Perform root‑cause analysis and implement long‑term solutions for recurring issues.
• Assist with workstation deployments, migrations, upgrades, and infrastructure projects.
• Mentor Tier 1 technicians and maintain accurate ticket documentation.

Required profile

• Minimum 3 + years of IT support experience.
• Strong troubleshooting skills in Windows and Microsoft 365 environments.
• Motivated IT professional eager to grow in systems administration, cloud technologies, and cybersecurity.
• Excellent communication skills for both technical and non‑technical audiences.

Required skills

• Windows 11
• Windows Server
• Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
• Microsoft Intune
• Azure AD / Microsoft Entra ID
• Windows Autopilot
• Conditional Access
• Device compliance and endpoint security
• DNS, DHCP, VPN, firewalls, wireless networking
• Endpoint management and MDM solutions
• Ticketing systems and documentation