Tech Level 2 / Intermediate Support Technician
21 days ago
Murfreesboro
Job Description General Summary: The Tech Level 2 Support Technician is responsible for resolving escalated technical issues that exceed the scope of Level 1. This role includes intermediate-level troubleshooting, remote and onsite issue resolution, SOP development input, and mentoring of Level 1 staff. The Tech Level 2 Technician ensures compliance with SLAs and regulatory requirements while contributing to continuous improvement efforts across technical operations. Purpose: To serve as the escalation point for unresolved support issues, apply deeper technical knowledge to maintain uptime and client satisfaction, and ensure all incidents are handled in accordance with compliance, security, and SLA standards. Scope: Supports complex service requests and escalations across client environments, including regulated healthcare, financial, and legal organizations. Provides both remote and onsite service, including vendor coordination and technical root cause analysis. Essential Duties and Responsibilities: • Handle escalated service tickets from Tech Level 1 and resolve intermediate technical issues independently., • Support infrastructure components including workstations, servers, firewalls, VPNs, backup systems, and wireless networks., • Conduct root cause analysis and implement preventative solutions., • Implement and support remote access tools (VPN, RDP, etc), security policies (MFA, patching), and backup monitoring /, • implementation., • Deploy and configure hardware/software such as firewalls, switches, VoIP phones, etc., • Provide guidance to Tech Level 1s, reviewing their documentation and supporting their professional development., • Monitor and respond to RMM alerts and performance thresholds, creating or updating tickets as needed., • Maintain and update Autotask PSA documentation, client configurations, and resolution histories., • Collaborate with the Service Desk Dispatcher and Service Manager to ensure priority tickets are triaged and completed within SLA., • Lead or assist with client onboarding tasks (RMM deployment, network assessments, workstation/server setup)., • Participate in customer reviews by preparing reports, providing technical insight, and documenting follow-ups., • Intermediate understanding of server administration, backup systems, endpoint security, and compliance standards (HIPAA, PCI-DSS, FTC Safeguards)., • Advanced troubleshooting and diagnostic abilities for network, hardware, and software issues., • Strong working knowledge of Microsoft 365, DNS/DHCP, Group Policy, RMM, and endpoint management., • Familiarity with virtualization technologies (VMware or Hyper-V) and networking vendors such as Cisco Meraki., • Excellent communication and client-facing skills, including the ability to explain technical issues in plain language., • Associate’s degree in IT or equivalent technical training., • 2–4 years of experience in help desk, field service, or technical support roles., • Required certifications: CompTIA A+ and Network+; preferred: Microsoft Certified: Azure Fundamentals, AZ-900, • Experience with Autotask PSA, RMM platforms, and industry-standard monitoring/security tools., • • Reliable transportation and ability to travel onsite within client radius. APPLY NOW FOR IMMEDIATE CONSIDERATION Company DescriptionIf you enjoy going the extra mile to resolve client issues 100% of the time, have an innovative and proactive mindset, and would enjoy the challenge of learning something new every day, then this opportunity is a perfect fit for you. In addition to performing daily support for our clients you will be able to participate in a variety of projects and get hands on experience with some of the latest and greatest technologies.If you enjoy going the extra mile to resolve client issues 100% of the time, have an innovative and proactive mindset, and would enjoy the challenge of learning something new every day, then this opportunity is a perfect fit for you. In addition to performing daily support for our clients you will be able to participate in a variety of projects and get hands on experience with some of the latest and greatest technologies.