Tier 2 Helpdesk Technician (MSP)

Job Description This is a remote position. Overview We are seeking a skilled Tier 2 Support Technician to join our MSP team. This role is responsible for handling escalated technical issues, supporting client infrastructure, and assisting Tier 1 technicians with troubleshooting and resolution. The ideal candidate has strong technical experience, excellent communication skills, and the ability to work independently in a fast-paced managed services environment. Key Responsibilities Troubleshoot and resolve escalated support issues across multiple client environments Support Windows workstations, servers, Microsoft 365, and network infrastructure Perform advanced troubleshooting related to connectivity, performance, permissions, and hardware/software issues Manage and support Active Directory, user accounts, group policies, and permissions Assist with onboarding/offboarding tasks and system deployments Document troubleshooting steps, resolutions, and client environments within the PSA/documentation systems Collaborate with Tier 1 and Tier 3 teams on escalations and project work Monitor alerts and proactively address issues when possible Maintain strong communication with clients throughout the support process Required Skills & Experience 3+ years of IT support experience, preferably within an MSP environment Strong troubleshooting and problem-solving abilities Experience supporting Microsoft 365 environments Experience with Active Directory and Windows Server administration Understanding of networking concepts including DNS, DHCP, VPNs, and firewalls Experience with PSA and RMM platforms Ability to manage priorities and work independently Primary Required Skills Advanced Troubleshooting Microsoft 365 Support Secondary Skills Active Directory Windows Server Networking VPN Support PSA Systems RMM Tools Documentation Client Communication Nice to Have Experience with virtualization platforms such as VMware or Hyper-V Exposure to cybersecurity tools and best practices Basic PowerShell scripting experience Experience working in compliance-driven environments (HIPAA, SOC 2, etc.) Relevant certifications such as CompTIA Network+, Security+, Microsoft, or Azure certifications Key Traits Strong customer service mindset Ability to remain calm under pressure Detail-oriented with strong documentation habits Team player with mentorship capabilities for Tier 1 technicians Eager to learn and grow technically Working Conditions Fast-paced MSP environment supporting multiple clients Fully remote position Shift-based or after-hours work may be required depending on client needs Requirements Remote Work Requirements All our positions are fully remote (work from home). To ensure smooth operations, performance, and compliance with our standards, all team members must meet the following requirements: Internet & Power Backup Minimum 100 Mbps fiber internet connection Battery backup/power solution for your internet connection to prevent downtime during outages Device & Hardware Bring Your Own Device (BYOD) with battery backup Noise-cancelling headset for clear communication on calls and meetings Minimum Device Specifications Intel i5 processor or higher 8–16+ GB RAM Less than 5 years old Device must be dedicated solely to work purposes (no personal use permitted) to ensure cybersecurity compliance