System Support Technician (Tier 2)
About The Job System Support Technician (Tier 2)System Support Technician (Tier 2)Location: Albuquerque, New MexicoType: Full-TimeAbout NetsuritNetsurit is a global Managed Services Provider (MSP) empowering clients to grow, innovate, and secure their businesses through technology. With teams across the US and South Africa, our mission is to support the Dreams of the Doers while delivering exceptional IT services and client experiences.We are looking for a highly organized, proactive, and detail-driven Account Executive Assistant to support our US Account Executive team. If you thrive in a fast-paced environment, excel at multitasking, and enjoy bringing structure and efficiency to teams this role is for you.Role OverviewJoin a High-Performance IT Services TeamWe are looking for a customer-focused, technically strong System Support Technician (Tier 2) to join our growing IT support team in Albuquerque.This role is perfect for someone who enjoys solving problems, helping users, and growing into advanced technical work. You'll handle frontline support, triage tickets, and also work on escalations, network/server issues, security alerts, and deployments.You'll be a critical part of delivering an excellent end-user experience while working in a fast-paced, professional MSP-style environment.What You'll DoService Desk & Call HandlingHandle inbound support calls with professionalism and excellent communication skillsGather accurate technical information and document issues clearlyCreate, update, and manage support ticketsTriage, prioritize, and route issues appropriatelyManage escalations and de-escalations with confidenceUse tools like 8x8, Microsoft Teams, ConnectWise, and Kaseya VSATicketing, Triage & Core SupportYou'll Handle Tickets Related ToApplication installs & troubleshootingWindows OS issuesUser onboarding & offboardingVoIP / phone systemsMicrosoft Defender security alertsNetwork outagesBasic hardware diagnosticsAdvanced Tier 2 SupportAct as escalation point for complex desktop, application, network, and server issuesTroubleshoot:Windows ServerNetwork performanceFirewall issuesSecurity vulnerabilitiesPhone system configurationConfigure and troubleshoot:Routers, switches, and network devicesCollaborate with other teams on complex casesDeployments & ProjectsDeploy and configure new machinesManage project tickets for:System implementationsUpgradesMigrationsWork with other teams to ensure successful deliveryProcess, Quality & TeamworkManage your ticket queue and daily workflow efficientlyMaintain and improve internal documentationShare knowledge and improve processesMentor Tier 1 technicians on escalated issuesWhat We're Looking ForRequired / Strongly Preferred:2–4 years IT support experience (Service Desk / MSP / Internal IT)Experience in Tier 2 or escalation supportStrong knowledge of:Windows desktop & serverNetworking fundamentalsHardware & software troubleshootingExperience with:ConnectWise, Kaseya VSA, Jira, ServiceNow or similarStrong communication skills (especially phone-based support)Organized, calm under pressure, detail-orientedUnderstanding of security best practices (Microsoft Defender, etc.)Nice To HaveCertifications:CompTIA Network+Microsoft Azure Fundamentals (or similar)Experience with:Network device configuration (routers, switches)Phone system configurationFirewall managementWhy Join Netsurit?You'll Be Part Of a Team ThatValues quality, accountability, and customer experienceInvests in your skills and career growthGives you exposure to real infrastructure, security, and projects Work with a global, high-performance team.Be part of a company focused on innovation, excellence, and employee growth.Enjoy a hybrid work environment with long-term stability and career development.Contribute to impactful work supporting our clients and the Dreams of the Doers .Join Netsurit at the forefront of AI transformation where technology meets ambition. Help us design, implement, and scale intelligent solutions that empower our clients to automate processes, uncover insights, and accelerate growth. Leverage tools like Microsoft Copilot, Azure AI, and custom machine learning models to turn data into meaningful business outcomes. Be part of a team that's shaping the future of AI-powered innovation.Please share your experience and knowledge in AI as part of your application we'd love to see how you can help us drive what's next.