Job Summary The IT Technician - Tier II provides advanced technical troubleshooting and escalation support for complex hardware, software, and network issues across commercial and residential client environments. This role resolves incidents escalated from Tier I technicians, performs onsite technical support, and assists with system administration, network configuration, and infrastructure troubleshooting. Essential Functions Diagnose, troubleshoot, and resolve advanced hardware, software, and network issues escalated from Tier I technicians across multiple client environments. Provide remote and on-site technical support for desktops, laptops, mobile devices, servers, printers, and peripheral equipment in both commercial and residential settings. Administer and support Microsoft 365 environments , including user account management, licensing, security settings, and email troubleshooting. Configure, maintain, and troubleshoot network infrastructure , including routers, switches, wireless access points, VPN connections, and firewalls. Assist with Active Directory administration , including user provisioning, permissions management, group policy updates, and identity access support. Utilize Remote Monitoring and Management (RMM) and ticketing systems to monitor device health, deploy patches, perform system maintenance, and resolve service requests efficiently. Perform system deployments, workstation imaging, and hardware replacements , ensuring devices meet security and configuration standards. Troubleshoot and resolve connectivity issues across LAN/WAN environments , including DNS, DHCP, VPN, and cloud service integrations. Coordinate with internal teams and external vendors to resolve complex technical incidents, equipment failures, or service disruptions . Document troubleshooting steps, root causes, and resolutions in the ticketing system and knowledge base to improve organizational learning and service efficiency. Maintain compliance with service level agreements (SLAs) and departmental procedures to ensure timely and high-quality service delivery. Provide clear and professional communication to clients , translating technical issues into understandable terms while maintaining a high level of customer service. Assist senior technicians or engineers with system upgrades, infrastructure improvements, and technology implementations . Follow established security, configuration, and operational standards when installing, maintaining, or modifying client systems. Support continuous improvement initiatives by identifying recurring technical issues and recommending solutions that enhance reliability and client satisfaction. Minimum Qualifications High school diploma or GED required, Associate degree in Information Technology, Computer Science, or a related field preferred . Three (3) to five (5) years of professional IT support experience , preferably within a managed services provider (MSP), technology services firm, or multi-client technical support environment. Demonstrated experience supporting Windows operating systems, Microsoft 365 environments, and end-user hardware including desktops, laptops, mobile devices, and peripheral equipment . Working knowledge of networking fundamentals , including

TCP/IP, DNS, DHCP, VPN

connectivity, wireless networks, and basic firewall configuration. Experience administering Active Directory user accounts, permissions, and group policy settings . Experience utilizing remote monitoring and management (RMM) tools, remote support software, and ticketing systems to diagnose and resolve service requests. Ability to troubleshoot and resolve complex technical issues independently , while recognizing when escalation to senior engineers is required. CompTIA A+, Network+, or equivalent technical certification preferred , or the ability to obtain certification within a specified timeframe. Experience supporting cloud platforms such as Microsoft Azure, AWS, or Google Cloud environments is preferred but not required . Strong written and verbal communication skills with the ability to explain technical issues clearly to non-technical clients . Valid driver's license and the ability to travel to client locations within the Memphis metropolitan area when on-site technical support is required. Required Knowledge Knowledge of Windows operating systems, workstation hardware, and common business software applications . Knowledge of Microsoft 365 administration , including user accounts, licensing, email troubleshooting, and collaboration tools. Knowledge of networking fundamentals , including

TCP/IP, DNS, DHCP, VPN

connectivity, and wireless networking. Knowledge of Active Directory administration , including user provisioning, permissions management, and group policy fundamentals. Knowledge of remote monitoring and management (RMM) systems, remote support tools, and IT ticketing platforms . Knowledge of endpoint security practices , patch management, and system configuration standards. General understanding of cloud services such as Microsoft Azure, AWS, or similar hosted environments . Required Abilities Ability to diagnose and resolve complex technical issues across multiple client environments . Ability to prioritize and manage multiple service requests while meeting service level expectations . Ability to communicate technical information clearly to both technical and non-technical users . Ability to work independently with minimal supervision while collaborating effectively with team members . Ability to analyze problems, identify root causes, and implement appropriate solutions . Ability to maintain accurate documentation of troubleshooting steps, configurations, and service activities . Ability to adapt to changing technologies and quickly learn new systems and tools . Ability to provide professional customer service in both remote and on-site support environments .

Pay:

From $22.00 per hour

Benefits:

Dental insurance Health insurance Vision insurance

Work Location:

In person