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Tier 2 Support Engineer Jobs (NOW HIRING)

Lyons HR, LLC

Tier II Support Tech

Richmond, VA · On-site

$37K - $46K/yr

... Tier 2 Technician is a critical role within our MSP, providing advanced technical support and ... Collaborating with software vendors or developers to resolve complex application issues.

Wmeimg

Senior IT Support Engineer

Nashville, TN · Hybrid

This role is highly user-facing and operationally hands-on, providing Tier 1 and Tier 2 support for ... The Senior IT Support Engineer will serve as a visible and trusted technology partner for employees ...

Lyons HR, LLC

Tier II Support Technician

Birmingham, AL · On-site

$20.25 - $27.75/hr

... Tier 2 Technician is a critical role within our MSP, providing advanced technical support and ... Collaborating with software vendors or developers to resolve complex application issues.

WME Group

Senior IT Support Engineer

Nashville, TN · Hybrid

This role is highly user-facing and operationally hands-on, providing Tier 1 and Tier 2 support for ... The Senior IT Support Engineer will serve as a visible and trusted technology partner for employees ...

Tailscale

Customer Support Engineer (Tier 2)

We're seeking a motivated Support Engineer (Tier 2) to join our growing team of support professionals. You will serve as the face of the company for teams and companies using Tailscale, handling a ...

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Tier 2 Support Engineer information

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How much do tier 2 support engineer jobs pay per hour?

As of Aug 22, 2026, the average hourly pay for tier 2 support engineer in the United States is $39.87, according to ZipRecruiter salary data. Most workers in this role earn between $29.57 and $46.63 per hour, depending on experience, location, and employer.

What is a Tier 2 support engineer?

Tier 2 Support Engineers are technical professionals who handle more complex customer issues that cannot be resolved by Tier 1 support. They possess deeper technical knowledge of products or services and often troubleshoot, diagnose, and resolve incidents requiring specialized expertise. Tier 2 engineers may also escalate issues to Tier 3 support if they involve advanced problems or require development resources. Their responsibilities often include detailed problem analysis, root cause identification, and direct communication with customers to ensure satisfactory resolution.

How does a Tier 2 support engineer typically interact with Tier 1 and Tier 3 teams?

As a Tier 2 Support Engineer, you’ll act as a key escalation point for issues that Tier 1 support cannot resolve. You’ll regularly collaborate with Tier 1 by reviewing their troubleshooting steps and providing guidance or training as needed. When more complex or systemic issues arise, you’ll work closely with Tier 3 engineers or specialized technical teams to investigate and resolve these problems, often documenting solutions for future reference. This role involves frequent communication across teams to ensure a seamless support experience for the customer.

What are the key skills and qualifications needed to thrive as a Tier 2 support engineer, and why are they important?

To thrive as a Tier 2 Support Engineer, you need strong troubleshooting abilities, in-depth knowledge of operating systems and networks, and typically a relevant degree or technical certifications (such as CompTIA, Microsoft, or Cisco). Familiarity with ticketing systems like ServiceNow or Jira, as well as remote diagnostic tools, is commonly required. Excellent communication, patience, and problem-solving skills help in effectively resolving escalated issues and supporting customers or end-users. These skills ensure prompt and accurate resolution of complex technical problems, leading to higher customer satisfaction and efficient IT operations.

What states have the most Tier 2 Support Engineer jobs?

States with the most job openings for Tier 2 Support Engineer jobs include:

Tier 2 Support Engineer jobs near you
Infographic showing various Tier 2 Support Engineer job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 72% Full Time, 22% Part Time, and 5% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $82,930 per year, or $39.9 per hour.

Tier II Support Tech

Lyons HR, LLC

Richmond, VA • On-site

$37K - $46K/yr

Full-time

Posted 15 days ago

Job description

Overview
The Tier 2 Technician is a critical role within our MSP, providing advanced technical support and troubleshooting services for our clients. This position acts as a second line of support, handling more complex issues that cannot be resolved by Tier 1 support. The ideal candidate is a problem-solver with deep technical knowledge and a commitment to delivering exceptional customer service.
Core Responsibilities
* This position is an in-person position and will report daily to the assigned regional office. This position will be required to provide on-site services for clients from time to time and therefore will require a clean driving record and reliable transportation.
Advanced Troubleshooting
  • Investigating and resolving escalated technical issues that Level 1 technicians were unable to resolve.
  • Performing in-depth analysis of system logs, error messages, and diagnostic tools to identify root causes of problems.
Server Administration
  • Managing and administering Windows Server, Linux/Unix servers, or virtualization platforms (e.g., VMware, Hyper-V).
  • Configuring and maintaining Active Directory, DNS, DHCP, and other server roles and services.
  • Implementing server security measures such as firewall configurations, group policies, and access controls.
Network Infrastructure Management
  • Configuring and troubleshooting network switches, routers, and firewalls.
  • Implementing VLANs, port forwarding, NAT, and other network configurations.
  • Monitoring network performance and optimizing network resources for efficiency and reliability.
Cloud Services Administration
  • Managing cloud infrastructure and services (e.g., AWS, Azure, Google Cloud).
  • Configuring and troubleshooting cloud-based applications, virtual machines, and storage solutions.
  • Implementing cloud security measures such as IAM policies, encryption, and access controls.
Data Backup and Disaster Recovery
  • Designing and implementing backup strategies for client data, applications, and systems.
  • Performing regular backups and verifying data integrity.
  • Planning and executing disaster recovery procedures in the event of data loss or system failure.
Advanced Security Management
  • Conducting security assessments and audits to identify vulnerabilities and risks.
  • Implementing security patches, updates, and configurations to mitigate security threats.
  • Responding to security incidents, performing forensic analysis, and coordinating incident response efforts.
Advanced Endpoint Management
  • Configuring and managing endpoint security solutions (e.g., antivirus, endpoint detection and response).
  • Implementing endpoint management tools for software deployment, patch management, and remote troubleshooting.
Application Support
  • Providing advanced support for business-critical applications and software platforms.
  • Troubleshooting application performance issues, database errors, and integration problems.
  • Collaborating with software vendors or developers to resolve complex application issues.
Documentation and Knowledge Management
  • Documenting detailed procedures, configurations, and troubleshooting steps for complex technical issues.
  • Contributing to the development and maintenance of the MSP's knowledge base and internal documentation.
Mentoring and Training
  • Mentoring Tier I and Tier II technicians and providing guidance on technical skills development, outside of ticket resolution activities.
  • Assist in conducting training sessions or workshops for internal staff on advanced technical topics and best practices.
Ticket Management
  • Managing incoming service requests and support tickets through a ticketing system, ensuring timely resolution and proper documentation.
  • Escalation of tickets to a Senior Engineer after the initial assessment, if task exceeds Senior Technician responsibility or knowledge base.
Desired Skills and Qualifications
  • 2-3 years of experience in a Tier II Technician role required, previous MSP experience preferred.
  • Prolific understanding of IT principles and an ability to troubleshoot most technical issues.
  • Extensive experience with various operating systems, office software, and network configurations.
  • Bachelor or Associate degree in related field.
  • Excellent verbal and written communication skills, with an emphasis on providing clear and understandable instructions.
  • Strong organizational skills and the ability to multitask effectively.
  • A customer-focused attitude, with patience and empathy for user concerns.
  • A team player mentality, willing to share knowledge and assist colleagues in a dynamic work environment.
Ticket KPI’s
  • 10-13 Tickets closed per day.
  • 100%+ Kill Rate
As a Level 2 Technician, you are most often an escalated point of contact for our clients experiencing technical difficulties. Your role is crucial in maintaining the trust and satisfaction of our clients by providing timely, efficient, and effective solutions to their IT challenges.
Candidates selected for an interview will be asked to complete a skills assessment. 
 

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About Lyons HR

Sourced by ZipRecruiter

Industry

Human resources consulting services

Company size

11 - 50 Employees

Headquarters location

Florence, AL, US

Year founded

1995

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