{"schemaVersion":"jobsearcher.job.v1","id":"084a8a5c756cdb29e0be0ec4","url":"https://jobsearcher.com/jobs/084a8a5c756cdb29e0be0ec4","canonicalUrl":"https://jobsearcher.com/jobs/084a8a5c756cdb29e0be0ec4","title":"Technical Support Engineer - Tier 2","description":"Integrated IT Group is a comprehensive provider of managed, shared, and stand-alone services for clients throughout Northeast Ohio. These services include managed IT support, cloud solutions, cybersecurity, network solutions, IT consulting, mobile solutions, and disaster recovery for companies in commercial and public sector markets.\nJob description\nWe are currently seeking a self-motivated and dedicated individual to join our Technical Support team. This role requires a broad array of technical knowledge to support our clients located throughout Northeast Ohio. The primary responsibilities include providing onsite advanced troubleshooting for our clients, handling escalated issues from Tier 1, interfacing with our ticketing platform, and working in our managed services system. The qualified individual will possess superior customer service and communication skills and the ability to solve problems and multi-task effectively in challenging situations. The capacity to work independently as well as part of a team is critical.\nEssential Functions\nResolve complex technical issues, focusing on hardware, software, and network problems\nAct as the point of escalation for unresolved Tier 1 issues, ensuring timely and effective resolutions\nCollaborate closely with relevant teams, vendors, and clients to address and resolve recurring or high-impact technical issues\nAccurately document all support interactions, troubleshooting steps, and solutions in a ticketing system\nContribute to the internal knowledge base by documenting recurring issues and resolutions for future reference\nProactively monitor system performance to identify potential issues before they impact users\nMaintain clear and effective communication with clients, providing timely updates and transparent status reports\nProvide guidance, training, and mentorship to Tier 1 engineers, sharing troubleshooting techniques and best practices\nFollow standard help desk procedures\nAchieve daily utilization goals\nParticipate in the on-call rotation schedule\nProactively stay current with technology changes, updates, and practices\nExperience Required\nDegree in IT relevant field and/or equivalent certifications (preferred)\nMinimum 5 years’ experience troubleshooting in a technical support role\nMinimum 1 year of experience in an escalation or Tier 2 support role\nProven ability to manage multiple concurrent tasks and to prioritize them based on urgency\nStrong experience with Windows OS, Windows Server, and Microsoft 365\nWorking knowledge of server and desktop virtualization\nFamiliar with cloud business apps, operations, and infrastructure\nHands-on experience with networking L1 and L2\nComfortable with network and server monitoring and troubleshooting\nKnowledge of backup solutions and security and compliance practices\nExperience with patch, access, and storage management\nAbility to work effectively within a cross-functional team\nFamiliarity with ticketing systems, remote desktop tools, and network monitoring software\nProven attention to detail in documenting support requests, troubleshooting processes, and resolutions\nIntegrated IT Group is an equal opportunity employer and does not discriminate in hiring or employment, in accordance with the requirements of all applicable laws, including race, color, religion, national origin, ancestry, age, gender, marital status, military status, sexual orientation, disability, or medical condition.\nPay: $65,000.00 - $75,000.00 per year\nBenefits:\n401(k) matching\nDental insurance\nHealth insurance\nLife insurance\nPaid time off\nReferral program\nVision insurance\nApplication Question(s):\nAre you willing to undergo a background check, in accordance with local law and regulations?\nDo you have at least 5 years of experience troubleshooting in a technical role?\nDo you have strong experience working with Windows OS and Server, Microsoft 365, virtualization, backup solutions, and networking?\nEducation:\nBachelor's (Preferred)\nWork Location: In person","company":"Integrateditgroup","rawCompany":"integrateditgroup","city":"Akron","state":"OH","isRemote":false,"isActive":false,"createdAt":"2026-07-19T15:51:51.819Z","occupations":[{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541519","title":"Other Computer Related Services","slug":"other-computer-related-services"},{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Technical Support Engineer - Tier 2","description":"Integrated IT Group is a comprehensive provider of managed, shared, and stand-alone services for clients throughout Northeast Ohio. These services include managed IT support, cloud solutions, cybersecurity, network solutions, IT consulting, mobile solutions, and disaster recovery for companies in commercial and public sector markets.\nJob description\nWe are currently seeking a self-motivated and dedicated individual to join our Technical Support team. This role requires a broad array of technical knowledge to support our clients located throughout Northeast Ohio. The primary responsibilities include providing onsite advanced troubleshooting for our clients, handling escalated issues from Tier 1, interfacing with our ticketing platform, and working in our managed services system. The qualified individual will possess superior customer service and communication skills and the ability to solve problems and multi-task effectively in challenging situations. The capacity to work independently as well as part of a team is critical.\nEssential Functions\nResolve complex technical issues, focusing on hardware, software, and network problems\nAct as the point of escalation for unresolved Tier 1 issues, ensuring timely and effective resolutions\nCollaborate closely with relevant teams, vendors, and clients to address and resolve recurring or high-impact technical issues\nAccurately document all support interactions, troubleshooting steps, and solutions in a ticketing system\nContribute to the internal knowledge base by documenting recurring issues and resolutions for future reference\nProactively monitor system performance to identify potential issues before they impact users\nMaintain clear and effective communication with clients, providing timely updates and transparent status reports\nProvide guidance, training, and mentorship to Tier 1 engineers, sharing troubleshooting techniques and best practices\nFollow standard help desk procedures\nAchieve daily utilization goals\nParticipate in the on-call rotation schedule\nProactively stay current with technology changes, updates, and practices\nExperience Required\nDegree in IT relevant field and/or equivalent certifications (preferred)\nMinimum 5 years’ experience troubleshooting in a technical support role\nMinimum 1 year of experience in an escalation or Tier 2 support role\nProven ability to manage multiple concurrent tasks and to prioritize them based on urgency\nStrong experience with Windows OS, Windows Server, and Microsoft 365\nWorking knowledge of server and desktop virtualization\nFamiliar with cloud business apps, operations, and infrastructure\nHands-on experience with networking L1 and L2\nComfortable with network and server monitoring and troubleshooting\nKnowledge of backup solutions and security and compliance practices\nExperience with patch, access, and storage management\nAbility to work effectively within a cross-functional team\nFamiliarity with ticketing systems, remote desktop tools, and network monitoring software\nProven attention to detail in documenting support requests, troubleshooting processes, and resolutions\nIntegrated IT Group is an equal opportunity employer and does not discriminate in hiring or employment, in accordance with the requirements of all applicable laws, including race, color, religion, national origin, ancestry, age, gender, marital status, military status, sexual orientation, disability, or medical condition.\nPay: $65,000.00 - $75,000.00 per year\nBenefits:\n401(k) matching\nDental insurance\nHealth insurance\nLife insurance\nPaid time off\nReferral program\nVision insurance\nApplication Question(s):\nAre you willing to undergo a background check, in accordance with local law and regulations?\nDo you have at least 5 years of experience troubleshooting in a technical role?\nDo you have strong experience working with Windows OS and Server, Microsoft 365, virtualization, backup solutions, and networking?\nEducation:\nBachelor's (Preferred)\nWork Location: In person","datePosted":"2026-07-19T15:51:51.819Z","dateModified":"2026-07-19T15:51:51.819Z","hiringOrganization":{"@type":"Organization","name":"Integrateditgroup","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Akron","addressRegion":"OH","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"084a8a5c756cdb29e0be0ec4"},"url":"https://jobsearcher.com/jobs/084a8a5c756cdb29e0be0ec4"}}