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Technical Support Tier Ii Jobs (NOW HIRING)

SAIC

Tier Two Technical Support

Aberdeen, MD · On-site

$120K - $160K/yr

Description SAIC is seeking a Journeyman Tier Two Technical Support Analyst with Information Technology (IT) and communication systems experience in support of the U.S. Army Combat Capabilities ...

TEEMA

Help Desk Specialist II -Tier 2 Support

Orlando, FL · On-site

$52K - $55K/yr

... Tier II advanced technical support for incidents and requests transferred via ServiceNow ticket or warm-transferred telephone call. * Perform advanced (second level) remote troubleshooting for ...

American Innovations LTD

Technical Support, Tier 1

Austin, TX · On-site +1

$37K - $46K/yr

Flag recurring ticket trends to Tier 2, your Team Lead, or the Technical Support Manager * Identify gaps in support documentation and contribute new or improved knowledge base articles * Collaborate ...

American Innovations

Technical Support, Tier 1

Austin, TX · On-site

$37K - $46K/yr

Flag recurring ticket trends to Tier 2, your Team Lead, or the Technical Support Manager * Identify gaps in support documentation and contribute new or improved knowledge base articles * Collaborate ...

Vergence

Tier 2 Technical Support

Lafayette, IN · On-site

... technical support. • Complete one (1) blog entry every two weeks for Abstract's web site. • Ensure the internal organizations backups are routinely completed and schedule test restores of the ...

Solovis

Technical Support Engineer

The Technical Support Engineer provides in depth technical support (Tier 2) for our growing customer base and users of our software. The role will be responsible for providing support for products ...

New

Decision Point

Tier 2 Customer Support Lead

Reston, VA · On-site

The Tier 2 Customer Support Lead provides hands-on technical support, leads day-to-day queue management, coordinates with engineering and cybersecurity teams for escalated issues, and ensures Tier 2 ...

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Technical Support Tier Ii information

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How much do technical support tier ii jobs pay per hour?

As of Aug 16, 2026, the average hourly pay for technical support tier ii in the United States is $26.05, according to ZipRecruiter salary data. Most workers in this role earn between $19.23 and $28.37 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Technical Support Tier II?

To excel as a Technical Support Tier II, you need in-depth troubleshooting skills, strong knowledge of operating systems and networks, and typically an associate's or bachelor's degree in IT or a related field. Familiarity with ticketing systems (like Zendesk or ServiceNow), remote desktop tools, and relevant certifications such as CompTIA A+ or Microsoft Certified: Modern Desktop Administrator are common requirements. Excellent problem-solving abilities, patience, and clear communication distinguish top performers in this role. These skills ensure timely resolution of complex technical issues and high customer satisfaction, which are crucial for business continuity.

What is the difference between Technical Support Tier II vs Technical Support Specialist?

AspectTechnical Support Tier IITechnical Support Specialist
CertificationsCompTIA A+, Network+ or similarCompTIA A+, Network+ or similar
Work EnvironmentHelp desks, call centers, on-site supportHelp desks, call centers, on-site support
ResponsibilitiesAdvanced troubleshooting, escalations, hardware/software issuesCustomer assistance, issue resolution, basic troubleshooting
Industry UsageIT, tech support, telecommunicationsIT, tech support, telecommunications

Technical Support Tier II professionals handle more complex issues and escalations compared to Technical Support Specialists, who focus on basic troubleshooting and customer assistance. Tier II roles require similar certifications and are commonly found in the same work environments, but involve a higher level of technical expertise and problem resolution.

How does a Technical Support Tier II typically collaborate with other teams to resolve complex technical issues?

Technical Support Tier II specialists often work closely with Tier I support, engineering, and product teams to resolve more complex customer issues. When a problem can't be solved with standard troubleshooting, Tier II will gather detailed information and escalate or consult with the appropriate team, such as developers for software bugs or network engineers for connectivity issues. Regular communication and documentation are essential, ensuring all teams are aligned and the customer receives timely updates. This collaborative approach not only speeds up resolution but also provides learning opportunities for both the support and technical teams.

What are the roles and responsibilities of a Technical Support Tier II?

Technical Support Tier II professionals handle more complex technical issues that frontline (Tier I) support cannot resolve. Their responsibilities include diagnosing and troubleshooting advanced hardware, software, or network problems, providing solutions to customers or end-users, and escalating unresolved cases to higher-level support if necessary. They often collaborate closely with engineering or product teams to resolve recurring issues and may assist in creating documentation or training materials for users and other support staff.
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Technical Support Tier Ii jobs near you
Infographic showing various Technical Support Tier Ii job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 21% Part Time, and 5% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $54,179 per year, or $26 per hour.

Tier 2 - Technical Support Specialist

Integrity Network Solutions

Lebanon, IN • On-site

$55K - $65K/yr

Full-time

Re-posted 9 days ago

Job description

Role Overview
The Tier 2 Technical Support Specialist provides in-depth technical support for incidents and service requests escalated from Tier 1. This role requires strong analytical troubleshooting skills, the ability to resolve more complex system, network, and application issues, and a focus on root-cause diagnosis and incident
reduction. Tier 2 serves as a key bridge between frontline support and expert-level engineering.
Key Responsibilities
Advanced Incident Resolution
  • Resolve escalated incidents that exceed Tier 1 scope
  • Troubleshoot issues involving:
    • Operating systems, applications, and user environments
    • Network connectivity, VPN, and basic routing/switching
    • Servers, cloud services, and business-critical systems
  • Apply structured troubleshooting and diagnostic techniques
  • Escalate to Tier 3 when issues require engineering-level expertise

Escalation & Problem Management
  • Serve as primary escalation point for Tier 1 technicians
  • Identify root causes of recurring incidents
  • Document patterns, resolutions, and preventive steps
  • Participate in post-incident reviews and corrective actions

Documentation & Knowledge Sharing
  • Create and maintain Tier 2 knowledge base articles
  • Improve existing documentation to reduce repeat tickets
  • Ensure accurate, detailed ticket documentation
  • Share technical findings with Tier 1 and Tier 3 teams

Mentorship & Collaboration
  • Provide technical guidance and coaching to Tier 1 technicians
  • Collaborate with Tier 3 engineers, vendors, and project teams
  • Support transition of projects into steady-state support
  • Participate in on-call or after-hours escalation rotations as required

Key Result Areas (KRAs) & Performance Measures
KRA 1: Escalation Resolution Effectiveness
Measures
  • Resolution time for Tier 2 escalated tickets
  • Percentage of escalations resolved without Tier 3 involvement
  • Quality of root-cause identification

KRA 2: Incident Reduction & Stability
Measures
  • Reduction in repeat or recurring incidents
  • Effectiveness of preventive fixes
  • Improved system or service reliability

KRA 3: SLA & Process Compliance
Measures
  • SLA adherence on escalated incidents
  • Proper severity classification and escalation handling
  • Compliance with support and security policies

KRA 4: Documentation & Knowledge Contribution
Measures
  • Quality and usefulness of knowledge base articles
  • Accuracy and completeness of ticket documentation
  • Reduced Tier 1 escalations due to improved documentation

KRA 5: Team Support & Mentorship
Measures
  • Tier 1 feedback and support effectiveness
  • Quality of technical guidance provided
  • Contribution to team skill development

Required Skills & Qualifications
Required
  • 3-5 years of IT support experience in a Service Desk or MSP environment
  • Strong troubleshooting skills across workstations, servers, applications, and networks
  • Experience working with ticketing systems and SLAs
  • Ability to communicate technical issues clearly to non-technical users
  • Strong documentation and analytical problem-solving skills

Preferred
  • Experience in an MSP or multi-client environment
  • Familiarity with cloud platforms, security tools, and vendor support processes
  • Relevant technical certifications or equivalent hands-on experience

Career Progression
  • This role serves as the primary pipeline for Tier 3 - Senior Technical Engineer
  • Advancement is based on technical depth, root-cause effectiveness, documentation quality, and mentorship impact

Why This Role Matters
Tier 2 technicians significantly influence:
  • SLA performance
  • Customer satisfaction
  • Reduction of reactive support
  • The efficiency of Tier 3 resources

Apply