IT Technician Tier II

*Job Summary* The IT Technician – Tier II provides advanced technical troubleshooting and escalation support for complex hardware, software, and network issues across commercial and residential client environments. This role resolves incidents escalated from Tier I technicians, performs onsite technical support, and assists with system administration, network configuration, and infrastructure troubleshooting. *Essential Functions* * Diagnose, troubleshoot, and resolve *advanced hardware, software, and network issues* escalated from Tier I technicians across multiple client environments. * Provide *remote and on-site technical support* for desktops, laptops, mobile devices, servers, printers, and peripheral equipment in both commercial and residential settings. * Administer and support *Microsoft 365 environments*, including user account management, licensing, security settings, and email troubleshooting. * Configure, maintain, and troubleshoot *network infrastructure*, including routers, switches, wireless access points, VPN connections, and firewalls. * Assist with *Active Directory administration*, including user provisioning, permissions management, group policy updates, and identity access support. * Utilize *Remote Monitoring and Management (RMM) and ticketing systems* to monitor device health, deploy patches, perform system maintenance, and resolve service requests efficiently. * Perform *system deployments, workstation imaging, and hardware replacements*, ensuring devices meet security and configuration standards. * Troubleshoot and resolve *connectivity issues across LAN/WAN environments*, including DNS, DHCP, VPN, and cloud service integrations. * Coordinate with internal teams and external vendors to *resolve complex technical incidents, equipment failures, or service disruptions*. * Document troubleshooting steps, root causes, and resolutions in the *ticketing system and knowledge base* to improve organizational learning and service efficiency. * Maintain compliance with *service level agreements (SLAs)* and departmental procedures to ensure timely and high-quality service delivery. * Provide *clear and professional communication to clients*, translating technical issues into understandable terms while maintaining a high level of customer service. * Assist senior technicians or engineers with *system upgrades, infrastructure improvements, and technology implementations*. * Follow established *security, configuration, and operational standards* when installing, maintaining, or modifying client systems. * Support *continuous improvement initiatives* by identifying recurring technical issues and recommending solutions that enhance reliability and client satisfaction. *Minimum Qualifications* * High school diploma or GED required, *Associate degree in Information Technology, Computer Science, or a related field preferred*. * *Three (3) to five (5) years of professional IT support experience*, preferably within a managed services provider (MSP), technology services firm, or multi-client technical support environment. * Demonstrated experience supporting *Windows operating systems, Microsoft 365 environments, and end-user hardware including desktops, laptops, mobile devices, and peripheral equipment*. * Working knowledge of *networking fundamentals*, including TCP/IP, DNS, DHCP, VPN connectivity, wireless networks, and basic firewall configuration. * Experience administering *Active Directory user accounts, permissions, and group policy settings*. * Experience utilizing *remote monitoring and management (RMM) tools, remote support software, and ticketing systems* to diagnose and resolve service requests. * Ability to troubleshoot and resolve *complex technical issues independently*, while recognizing when escalation to senior engineers is required. * *CompTIA A+, Network+, or equivalent technical certification preferred*, or the ability to obtain certification within a specified timeframe. * Experience supporting *cloud platforms such as Microsoft Azure, AWS, or Google Cloud environments is preferred but not required*. * Strong written and verbal communication skills with the ability to *explain technical issues clearly to non-technical clients*. * Valid driver’s license and the ability to travel to *client locations within the Memphis metropolitan area* when on-site technical support is required. *Required Knowledge* * Knowledge of *Windows operating systems, workstation hardware, and common business software applications*. * Knowledge of *Microsoft 365 administration*, including user accounts, licensing, email troubleshooting, and collaboration tools. * Knowledge of *networking fundamentals*, including TCP/IP, DNS, DHCP, VPN connectivity, and wireless networking. * Knowledge of *Active Directory administration*, including user provisioning, permissions management, and group policy fundamentals. * Knowledge of *remote monitoring and management (RMM) systems, remote support tools, and IT ticketing platforms*. * Knowledge of *endpoint security practices*, patch management, and system configuration standards. * General understanding of *cloud services such as Microsoft Azure, AWS, or similar hosted environments*. *Required Abilities* * Ability to *diagnose and resolve complex technical issues across multiple client environments*. * Ability to *prioritize and manage multiple service requests while meeting service level expectations*. * Ability to *communicate technical information clearly to both technical and non-technical users*. * Ability to *work independently with minimal supervision while collaborating effectively with team members*. * Ability to *analyze problems, identify root causes, and implement appropriate solutions*. * Ability to *maintain accurate documentation of troubleshooting steps, configurations, and service activities*. * Ability to *adapt to changing technologies and quickly learn new systems and tools*. * Ability to *provide professional customer service in both remote and on-site support environments*. Pay: From $22.00 per hour Benefits: * Dental insurance * Health insurance * Vision insurance Work Location: In person