Tier 2 Support Technician - Escalation Engineer
hace 22 días
Tacoma
Job DescriptionSalary: $28.85 - $33.65 per hour DOE Tier II Support Technician Escalations Engineer Cybertools Inc. is seeking a highly skilled and client-focused Tier II (T2) Support Technician to join our technical support team. This client-facing role involves delivering advanced technical support, troubleshooting a variety of IT issues, maintaining server and network health, and helping clients maximize their technology investments & processes. The T2 will play a critical role in understanding client environments, identifying technical and business requirements, and recommending solutions that promote business continuity, security, and compliance. Primary Responsibilities: • Diagnose and resolve complex technical issues including, but not limited to:, • Firewall configurations and network connectivity., • Windows Active Directory and Group Policy troubleshooting., • Domain namespace blacklisting and email deliverability., • Peripheral device (printers, scanners) support., • Exchange/O365 email failures and permissions., • Backup and disaster monitoring & recovery procedures (local/cloud)., • Virtualization environments (Hyper-V, VMWare)., • Compliance and cybersecurity assessments., • Analyze client environments to proactively recommend improvements that align with their operational needs., • Provide Tier I escalation support and assist T1 technicians in resolving advanced issues., • Manage and execute assigned technical projects from initiation to completion., • Participate in on-call rotations to ensure after-hours client support., • Assist in mentoring and training junior technicians., • Engage in client discovery meetings to gather and document technical and functional requirements. Core Competencies: • Excellent customer service skills with the ability to communicate technical concepts / solutions to non-technical users., • Ability to excel in a fast-paced, team-driven Managed Service Provider (MSP) environment., • Strong problem-solving abilities with a proactive approach to troubleshooting., • Highly organized with the ability to self-manage tasks and prioritize effectively., • Committed to documentation best practices and adherence to company processes., • Continuous learner, staying current with evolving technologies and industry trends., • Strong network auditing ability with experience in topology / network diagramming., • Competence in process improvement within the department that would increase efficiency and productivity that leads to better customer service. Technical Expertise: • Server installation, configuration, and support (physical & virtual environments)., • Network configurations including VPN, switch and firewall setup, maintenance and troubleshooting., • Local and cloud-based backup solutions and disaster recovery processes., • Microsoft core business applications (Windows OS, Server, Exchange, O365, SharePoint, Teams)., • Azure/Entra management and cloud services administration., • VoIP systems implementation and support., • Email filtering, domain reputation monitoring, and remediation., • Active Directory, Group Policy management, permissions, and cloud storage., • Familiarity with ConnectWise Manage and similar PSA/RMM tools., • Ability to resolve escalated desktop, network, and server issues, • Use of diagnostic tools, event logs, and remote access software, • Basic understanding of compliance/security standards, • Scripting (PowerShell, Bash, Python for automation) Additional Responsibilities: • Conduct on-site emergency installations of hardware, software, and networking equipment, including full system re-boot., • Monitor RMM dashboards and respond to SaaS and other alerts promptly., • Accurately document all incidents, resolutions, and service tickets., • Coordinate with third-party vendors for escalating client issues., • Assist Tier III engineers on field projects, if required., • Track and manage and properly document hardware inventory used during client visits. Position Requirements: • Minimum of 4 years of Tier II experience within a Managed Service Provider (MSP) environment., • Experience supporting clients across multiple industries such as:, • Construction, • Financial / Legal, • Healthcare / Dental, • Automotive, • Venture Capital, • Manufacturing, • Retail, • Proficient with ConnectWise Manage and related tool stacks., • Exposure to cloud environments (Azure AD, Intune, AWS basics), • Patch management and compliance awareness, • Ability to validate backups and assist in recovery efforts, • Proficient with endpoint security, antivirus/EDR platforms, and basic cybersecurity hygiene, • Proficient in anti-spam/email filtering platforms (Barracuda), • Proficient in Microsoft 365 administration (Exchange Online, Teams, SharePoint, OneDrive), • Strong experience with Active Directory, Group Policy, and user/computer account management, • Working knowledge of networking fundamentals (DNS, DHCP, TCP/IP, firewalls, VPNs), • Experience with RMM tools (Datto RMM preferred), • Valid drivers license, up-to-date insurance, and a clean driving record., • Availability for rotational on-call support (one week every six weeks)., • Flexibility for occasional after-hours and weekend work., • Ability to work independently while managing multiple assignments., • Positive, collaborative attitude with a willingness to mentor junior team members.