Support Technician - Level 2

Company Overview WYRE Technology is a leading provider of innovative IT solutions, specializing in people-centered managed services and technical support. Headquartered in Chattanooga, TN, WYRE empowers organizations with secure, reliable, and scalable technology solutions. We foster a collaborative, growth-oriented culture where every team member contributes to delivering exceptional customer experiences. Job Summary As a Level 2 Support Technician at WYRE Technology, you will serve as an advanced technical resource within the Support Team. This role is responsible for resolving customer issues, owning complex troubleshooting efforts, mentoring Level 1 technicians, and improving support processes. Level 2 Technicians play a critical role in maintaining SLA compliance, reducing ticket reopens, and delivering high-quality customer experiences across all supported environments. Key Responsibilities

• Customer Experience & Communication
• Communicate technical information clearly and professionally to both technical and non-technical users.
• Follow up with customers to ensure full issue resolution and satisfaction.
• Contribute to documentation of recurring issues, troubleshooting steps, and standard solutions.
• Collaborate with team members, Support Manager and Account Managers to ensure positive customer experiences.
• Advanced Troubleshooting & Ticket Ownership
• Own tickets end-to-end and coordinate with onsite resources when necessary.
• Resolve advanced Microsoft 365 issues including permissions, mailbox behaviors, Teams troubleshooting, and OneDrive sync conflicts, etc.
• Troubleshoot connectivity issues (VPN, DNS, DHCP, Wi-Fi instability) using evidence-based methodologies.
• Support multi-user incidents and communicate impact, mitigation steps, and resolution timelines clearly.
• Reduce ticket reopens through thorough root cause identification and complete documentation.
• Process Leadership & Mentorship
• Coach Level 1 technicians on ticket workflow, documentation quality, and customer communication standards.
• Maintain queue hygiene and assist in reducing ticket aging and backlog.
• Create and maintain SOPs and knowledge base articles; ensure adoption across the team.
• Participate in and lead micro-trainings for technical skill development.
• Identify recurring issues and propose standardization or automation opportunities.
• Security Awareness & Triage
• Recognize suspicious endpoint behavior and escalate appropriately.
• Navigate RocketCyber, SentinelOne, or assigned EDR tools for investigation support.
• Apply least-privilege principles and secure credential handling practices.
• Tool Proficiency & Reporting
• Utilize Autotask advanced features including SLA reporting and queue management.
• Leverage Datto or NinjaOne RMM tools for deeper device diagnostics and scripting awareness.
• Maintain high-quality documentation standards in IT Glue.
• Ability to communicate with customers during high-stakes scenarios when needed.

Qualifications Experience:

• 2-4 years of IT support experience, preferably within a Managed Service Provider (MSP) environment.
• Demonstrated experience resolving escalated and complex technical issues independently.

Education & Certifications:

• Associate or Bachelor's degree in Information Technology or equivalent job experience preferred.
• Relevant certifications such as CompTIA Network+, Security+, Microsoft Associate-level certifications, or equivalent experience preferred. Skills
• Strong analytical and troubleshooting abilities across workstation, network, and cloud environments.
• Excellent written and verbal communication skills.
• Ability to manage competing priorities while maintaining SLA compliance.
• Leadership mindset with the ability to mentor junior technicians.
• Strong documentation and process improvement skills. Key Competencies

Technical Ownership:

Takes responsibility for complex issues and drives them to resolution.

Process Improvement:

Identifies inefficiencies and implements improvements that enhance team performance.

Customer Experience:

Maintains professionalism and clarity during escalations and high-impact incidents.

Team Leadership:

Mentors junior technicians and contributes to overall team development.

Accountability:

Consistently meets KPI targets including SLA, documentation quality, and reopen rates. Core Values

Character:

Demonstrate integrity, humility, and respect in all interactions.

Intelligence:

Commit to continuous learning and improvement.

Drive:

Show initiative and accountability in achieving both team and personal goals.

Pay:

$50,000.00 - $60,000.00 per year

Benefits:

Paid time off Professional development assistance

Experience:

IT support: 2 years (Required)

Location:

Chattanooga, TN 37402 (Required)

Work Location:

In person