Tier 2 IT Technician at Advanced IT Support Tier 2 IT Technician at Advanced IT Support in Jacksonville, Florida Posted in 1 day ago.

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full-time About Us We are a growing Managed Service Provider serving small and mid-sized businesses. We are not a giant help desk where clients are just a ticket number. We are a small, capable team that takes pride in showing up, owning problems, and treating our clients like they matter. We handle everything from day-to-day support to full infrastructure projects, and we believe a small company that cares more can outperform a big one every time. About the Role We are looking for a strong Tier 2 technician who can resolve the tougher tickets and take ownership of our service board. You will be the person who catches the issues our Tier 1 technicians cannot solve, and the one who keeps work organized and moving so nothing falls through the cracks. This is a hands-on technical role first. Most of your day is spent resolving tickets and keeping the board running smoothly: triaging what comes in, prioritizing what matters, and making sure tickets get driven to completion. It is a great fit for a technician who takes pride in solving hard problems and keeping things organized, and who wants room to take on more responsibility over time. What You'll Do Technical Support

• Resolve complex tickets across networking, Microsoft 365, identity, endpoints, and small business infrastructure
• Serve as the go-to technical resource when a Tier 1 technician gets stuck
• Work tickets methodically and see them through to resolution rather than passing them along
• Handle onsite work when an issue cannot be resolved remotely
• Document your work clearly so the next person knows what was done and why Service Board Ownership
• Own the day-to-day service board: triage, prioritization, and assignment
• Keep tickets moving and drive them to completion so nothing sits or falls through the cracks
• Monitor aging and stalled tickets, especially during busy periods
• Watch SLA adherence and flag risks before they become problems
• Help keep the whole team organized and on track What We're Looking For Required
• 3+ years in an MSP or multi-client IT support environment
• Genuine Tier 2 troubleshooting depth: you can independently resolve the issues that stump a Tier 1
• Strong across networking, Microsoft 365, Windows, and common small business infrastructure
• The ability to hold a complex problem across multiple sessions and methodically work it to resolution
• A track record of owning issues to completion rather than letting them sit
• Organized and disciplined, the kind of person who does not let things slip when it gets busy
• Reliable transportation and a valid driver's license for onsite work Nice to Have
• Experience owning or running a service board or ticket queue
• Experience with a PSA and RMM platform (ConnectWise is a plus)
• Relevant certifications (CompTIA, Microsoft, networking, etc.)
• Experience supporting or mentoring junior technicians What We Offer
• $58,000 to $68,000 per year, based on experience
• Fully paid health insurance
• Paid time off and paid holidays
• Certification and training reimbursement
• Room to grow and take on more responsibility as you prove yourself
• A direct line to leadership and real input on how we operate
• A small, supportive team where your work is seen and appreciated Why Join Us On a small team, your work is visible and it matters.

You are not just a name in a queue. If you are a strong technician who likes solving hard problems and keeping things running, you will do well here, and there is room to grow as we grow. How to Apply If this sounds like you, we would love to hear from you. Apply with your resume and a short note about your experience. We read every application and respond to serious candidates directly.