The Tier II IT Support Technician provides advanced technical support for end-user devices, applications, and network connectivity across multiple locations. This role serves as an escalation point for Tier I issues, ensuring timely resolution of complex incidents and contributing to a positive user experience. Responsibilities include supporting Microsoft 365 services, endpoint security, remote access solutions, and hardware lifecycle management. The technician collaborates with IT teams on projects, maintains compliance with security standards, and continuously seeks opportunities to improve processes and adopt emerging technologies.
Essential Duties and Responsibilities:
- Serve as Tier II escalation point for technical issues from the Service Desk and resolve complex incidents in a timely manner according to SLAs.
- Provide advanced support for desktops, laptops, mobile devices, and peripherals, including imaging, configuration, and troubleshooting.
- Support and maintain Microsoft 365 applications (Outlook, Teams, SharePoint) and ensure proper integration with end-user systems.
- Troubleshoot and resolve issues related to Windows 10/11, macOS, and common enterprise applications.
- Assist with endpoint security, including antivirus, encryption, MFA, and compliance with security policies.
- Configure and support network connectivity for end-user devices, including VPN, Wi-Fi, and basic TCP/IP troubleshooting.
- Utilize remote support tools to assist users in multiple locations and provide guidance for remote/hybrid work setups.
- Document solutions, create knowledge base articles, and contribute to process improvement initiatives.
- Participate in hardware lifecycle management, including deployment, upgrades, and disposal in accordance with company standards.
- Collaborate with IT teams on projects such as system migrations, software rollouts, and infrastructure upgrades.
- Maintain awareness of emerging technologies and recommend improvements to enhance user experience and system reliability.
- Participate in after-hours on-call rotation and respond to critical incidents as needed.
- Ensure compliance with IT security standards, data privacy regulations, and company policies.
To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill or ability required.
- Proven experience providing Tier II technical support in a Windows Active Directory environment.
- Strong knowledge of Windows 10/11 operating systems; familiarity with macOS is a plus.
- Experience supporting Microsoft 365 applications (Outlook, Teams, SharePoint) and related services.
- Ability to troubleshoot complex hardware and software issues, including network connectivity (TCP/IP, DNS, DHCP).
- Skilled in using remote support tools and endpoint management platforms (e.g., Intune, SCCM, ManageEngine).
- Strong written and verbal communication skills; able to explain technical concepts to non-technical users.
- Excellent problem-solving and analytical skills with attention to detail.
- Ability to work flexible hours, including participation in after-hours on-call rotation.
- Ability to travel as needed for project work or emergency support.
- Demonstrated ability to work independently and collaboratively in a fast-paced environment.
- Associate degree in Computer Science, Information Systems, or a related field preferred; equivalent work experience will be considered.
- 2+ years of experience providing Tier II technical support in an enterprise environment.
- Hands-on experience with Windows 10/11, Microsoft 365 administration, and endpoint management tools.
- Familiarity with networking fundamentals (TCP/IP, DNS, DHCP) and remote access technologies (VPN).
- Experience supporting remote/hybrid work environments and using remote support tools.
We support your development! Do you feel you don’t match 100% of the requirements? Don’t hesitate to apply anyway! Eurofins companies are committed to supporting your career development.
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