Tier 2 Technical Support Specialist

Tier 2 Technical Support Specialist Mission

IT AV LLC

Tampa, FL Job Details Full-time $25 - $30 an hour 23 hours ago Benefits Paid time off Employee discount Qualifications Telecommunications network device configuration Customer communication Mobile device support Interpersonal skills Wireless Access Point implementation Wireless network configuration Windows VLAN Driver's License Email configuration (technical support) Cloud service support Productivity software support Desktop (troubleshooting support) Problem-solving Consumer electronics Desktop applications Networking equipment (troubleshooting support) macOS administration macOS IP networking Productivity software VPN management Network infrastructure management Hardware diagnostics Technical Proficiency Mobile devices Full Job Description Mission IT AV is seeking a motivated and customer-focused Tier 2 IT Support / Network Specialist to join our growing team. This role combines traditional IT support with hands-on network deployment and configuration for both residential and commercial clients. The ideal candidate is equally comfortable troubleshooting a MacBook, configuring a Windows workstation, deploying a Ubiquiti network, or assisting a high-net-worth client with technology in their home. This position requires exceptional technical aptitude, professionalism, and the ability to communicate complex concepts in a simple and approachable manner. Customer service is extremely important for this role. Key ResponsibilitiesIT Support Provide Tier 1 and Tier 2 remote and onsite technical support for end users.

Troubleshoot and resolve issues involving:

macOS and Windows operating systems Microsoft 365 Email and productivity applications Printers and peripherals Workstations and laptops Network connectivity and Wi-Fi Mobile devices Configure and deploy new computers and migrate user data. Document support requests and maintain accurate technical documentation. Escalate complex issues when necessary while maintaining ownership of the customer experience. Networking & Infrastructure Program, configure, and install Ubiquiti networking equipment, including gateways, switches, wireless access points, and cloud management. Deploy and support Ubiquiti camera systems and associated hardware. Perform onsite network installations, troubleshooting, firmware updates, and optimization. Assist with structured cabling verification and basic network diagnostics. Maintain organized documentation for deployed systems and client environments. Concierge IT Services Deliver white-glove technology support to executives, high-net-worth individuals, and families. Assist clients with personal technology ecosystems, including computers, mobile devices, home networking, and smart technology. Maintain the highest levels of discretion, professionalism, and confidentiality. Build trusted relationships through exceptional communication and customer service. Required Qualifications Minimum of 2 years of professional experience providing Tier 1 and Tier 2 IT support. Strong working knowledge of both Windows and macOS environments. Demonstrated experience configuring and supporting Ubiquiti networking equipment and camera systems. Understanding of TCP/IP networking, DHCP, DNS, VLANs, Wi-Fi, and VPN technologies. Experience with Microsoft 365 administration and troubleshooting. Excellent problem-solving and diagnostic skills. Strong written and verbal communication abilities. Ability to explain technical concepts to non-technical users in a patient and understandable way. Highly organized with the ability to manage multiple priorities simultaneously. Valid driver's license and reliable transportation for travel to client sites. Preferred Qualifications Experience working in a Managed Service Provider (MSP) environment. Familiarity with luxury residential technology or smart home environments. Experience with endpoint security, backups, and remote management tools. Knowledge of audio/video systems or access control technologies is a plus. What Success Looks Like Successful team members in this role: Resolve technical issues efficiently while delivering an outstanding customer experience. Take ownership of projects from planning through deployment. Communicate proactively with clients and teammates. Demonstrate professionalism and discretion when working with private clients. Continuously expand their technical knowledge and contribute to process improvements.

Pay:

$25.00 - $30.00 per hour

Benefits:

Employee discount Paid time off

Work Location:

In person