The Tier 2 IT Technician plays a crucial role within a medium-sized technical team, providing advanced support and maintenance for IT systems in an office environment. Reporting directly to the Chief Operating Officer, this position requires regular interaction with users to resolve technical issues promptly while maintaining high customer service standards. The role involves hands-on hardware maintenance, network troubleshooting, and identity management using tools such as Autotask PSA, with on-call duties to ensure continuous support. This position offers clear growth opportunities toward becoming a Tier 3 Technician.
Responsibilities
Provide user support and issue resolution across hardware and software systemsMaintain and troubleshoot network and system infrastructureMonitor IT systems for performance and security issuesManage and update tickets using Autotask PSADocument technical procedures and resolutions accuratelyHandle escalation of complex incidents and provide incident responseManage IT identity and access using Active Directory, Entra IT, and IntuneConsult with clients to understand and address their technical needsParticipate in regular on-call and after-hours support rotations
Required Qualifications
Minimum 2 years’ experience in IT support rolesProficient with Windows operating systems and networking fundamentalsStrong knowledge of Active Directory and remote desktop supportDemonstrated troubleshooting and problem-solving skillsEffective communication and customer service abilitiesSolid time management and organizational skillsExperience working with Azure, Entra IT, and Intune platformsCompany DescriptionCompany Overview:Company Overview
If you have a background and skill set for IT and a determined mindset to overcome any obstacle, you’ll enjoy being part of TeamLogic IT. Our team exhibits a deep-seated need to expand boundaries, flex know-how and resolve challenges with smart solutions. That’s a good thing since technology is always advancing, creating an environment that’s fast-paced and dynamic. When you work for a local office, you’re part of a bigger entity that fosters team collaboration among hundreds of technicians across North America.
Summary
The Sr. IT Technician’s role is to ensure system operation and functionality so that end users can accomplish business tasks. The objective of the IT Technician will be to respond to support requests in a timely manner, be the initial reference point for all IT support-related tickets, and ensure the satisfaction of the end-user, among other technical duties.
Sr. IT Technicians are expected to display good interpersonal skills as they will interact with colleagues from various departments, executive levels, and customers daily.
Sr. IT Technician Responsibilities:
Resolve majority of escalated ticketsMust be able to independently setup and troubleshoot Windows Servers and firewallsMust be able to independently troubleshoot network issuesMaintain updated knowledge of cybersecurityEstablishing good relationships with all departments and colleagues.
Sr. IT Technician Requirements:
College diploma/ degree in the field of Computer Science5 years experience at a MSP (Managed Service Provider)Experience with desktop and server operating systems including Windows 10/11, Server 2019/2021, and Mac OSExcellent communication and comprehension skillsValid Driver License, vehicle and ability to drive to customer locations when required.CompTIA Server+, Network+ or MCSE Read Less 