Tier 2 Technician

Compensation:

$25/HR

• $52,000/year
• W-2, Non-Exempt Hourly rate is dependent upon demonstrated experience. 2-3 years of established MSP Field Technician experience qualifies you for a $1,000 bonus
• 500 paid at 3 months and $500 at 6 months of employment.

1-2 Years of Tier 1 > $23 4+ Years of Tier 1 > $25 1-2 Years of Tier 2 > $25 5+ Years of Tier 2 > $28

Schedule:

Full-Time | Monday

• Friday | 8AM
• 5PM MST | 25%

Field Work Location:

On-Site in Albuquerque, NM (JeffersonI-25)

Reports To:

Service Delivery Manager Our Core ValuesCulture At Computer Corner, we're tech-loving troubleshooters who believe in Customer Service First, then Technical Expertise

• because a friendly, helpful attitude matters as much as skills.

We value a teacher's heart, responsiveness, and ownership in every interaction, and we celebrate wins big and small. If you love learning, helping others, and improving your craft, you'll fit right in. To learn more about us and our roles, check out https://www.abqtechjobs.com/ Hey, You! Yes, You! You know your way around small office networks and can handle complex troubleshooting without overcomplicating it. You can follow an established process, think critically when things don't go to plan, and work confidently within your scope, while knowing exactly when it's time to hand something off to the next tier. This role isn't about building server farms or designing networks from scratch. It's about executing with skill within a narrower scope for our clients, solving problems independently, and being the go-to technical resource for our MSP team. Through our 6-month on-the-job training program, we'll help you grow your skills so you can step confidently into Tier 2 responsibilities. You won't manage people, but you'll help shape our team's success as we grow. What You'll Be Doing Superior Customer ServiceCommunication Polite and professional interactions with clients (on-site and remote). Communicate roadblocks with Team. Collaborate with help desk, higher-level engineers, and management to improve recurring issues. Advanced TroubleshootingSupport Resolve escalated helpdesk tickets for hardware, software, network, and security. Support small office networks (LAN, Wi-Fi, VPN) to ensure uptime and stability. Apply critical thinking to adapt troubleshooting steps when standard solutions don't apply. Provide troubleshooting and vendor liaison support for client-specific line-of-business applications. Work independently within your scope of responsibility and recognize when an issue needs to be escalated for higher-level intervention. Apply and adjust security policies to meet client needs and industry best practices. Investigate and resolve security issues within Tier 2 scope; escalate patterns or complex threats. Client DeploymentOptimizationSecurity Compliance Implement, monitor, and refine firewall, switches, routers, and wireless access points, using established standards. Upgrade or replace hardware to improve performance and reliability. Troubleshoot and resolve issues during deployment without deviating from approved configurations. Mentorship, Knowledge SharingDocumentation Serve as the go-to technical resource for Tier 1 and other Tier 2 techs. Provide guidance on troubleshooting methods and line-of-business application support. Review escalations for completeness before passing them to Tier 3. Maintain clear, thorough, and accurate documentation for all work performed.

Success Metrics:

First Touch Resolution Customer Service Scores TimesheetDocumentation SubmissionAccuracy Average Time spent per Endpoint What We're Looking For Solid Tier 1 or Tier 2 experience (2-4+ Years) in MSP or small-business IT support.

Knowledge of:

Small office network concepts and troubleshooting methods. Firewall basics and security policy principles. Switch, router, and wireless network fundamentals. Network and Domain Administration. VPN deployment concepts and remote user support. Microsoft 365 and SharePoint administration. Microsoft Windows environments to include Hyper-V. Strong problem-solving skills with the ability to adapt solutions within approved methods. Clear, patient communication with clients and teammates. A passion for mentoring and helping others grow. Consistent and thorough documentation habits. Why You'll Love Working with Us Small team, big impact

• Your work matters here. Benefits + IRA with 3% company match. PTOholidays
• 10 days PTO + 7 paid holidays + PAID

BIRTHDAY!

Purchase tech products at cost. Career growth

• classes, certifications, and on-the-job training. Fun culture
• Birthdays, BBQs, potlucks, and a team that has your back.

Your Career Path at Computer Corner You'll begin in a 6-month on-the-job training program , building on your Tier 1 foundation to develop full competency as a Tier 2 Technician. From there, you'll continue as a top-tier technical resource, solving complex issues, mentoring peers, and refining our service quality. As we grow, there are opportunities to grow: guiding best practices, being a Subject Matter Expert for a tool, and learningapplying cybersecurity best practices. Ready to Join the Team? Apply online with your resume and references. Complete the ALL IN Assessment (35 min). Virtual Intro Call (10 min.) Virtual "Get to Know Each Other" Interview (30 min). In-Person Interviews. Team Shadow Day

• 4 hours ($100 stipend).