Tier 2 IT Support Specialist

Role and Responsibilities

Advanced Troubleshooting

• Diagnose and resolve complex hardware software and network issues requiring deep technical expertise.

• Perform root-cause analysis to prevent recurring incidents.

System Administration

• Manage and maintain user accounts permissions and security policies in Active Directory and Microsoft 365.

• Support and execute backup processes disaster recovery procedures and system restorations.

Network Management

• Troubleshoot connectivity issues across VPNs DNS DHCP VLANs firewalls WiFi access points and switching infrastructure.

• Assist in configuring and optimizing network equipment to ensure reliable performance.

Documentation & Process Improvement

• Maintain detailed and accurate records of support requests resolutions and system changes.

• Contribute to the development of internal knowledge bases SOPs and continuous improvement initiatives.

Mentorship & Collaboration

• Support and mentor Tier 1 Help Desk staff by providing guidance and technical escalation assistance.

• Coordinate with third-party vendors MSP partners and Level 3 engineers to resolve advanced issues.

Management & Organizational Skills

• Prioritize and manage ticket queues effectively ensuring timely resolution of client issues.

• Potentially oversee daily help desk operations or act as a team lead to support workflow and team efficiency.

Desired Qualifications and Skills

Experience

• 24 years of experience in IT support or help desk roles.

• Prior experience in a Managed Service Provider (MSP) environment is highly desirable.

Technical Proficiency

• Strong knowledge of Windows/macOS Microsoft 365 Active Directory and Azure AD.

• Understanding of network protocols firewall management VPN technologies DNS/DHCP VLANs and WiFi systems.

• Experience with RMM tools such as DATTO is essential.

Soft Skills

• Excellent customer service and communication abilities in a fast-paced client-facing environment.

• Strong problem-solving skills attention to detail and the ability to remain composed under pressure.

Education & Certifications

• Bachelors degree in Information Technology or a related field is a plus.

• Relevant certifications such as CompTIA A Network Security or Microsoft Certified Professional (MCP) are preferred.

Industry-Specific Knowledge

• Experience supporting dental industry applications including imaging systems and practice management software is a significant advantage.