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Tier 2 Support Technician Jobs (NOW HIRING)

Netsurit

Tier 2 Support Technician

Albuquerque, NM · On-site

$20.75 - $28.50/hr

About the job Tier 2 Support Technician Tier 2 Support Technician Location: Albuquerque, New Mexico, USA (onsite) Job Type: Full-Time Department: IT Support / Service Desk Reports To: IT Support ...

Netsurit US

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Tier 2 Support Technician

Albuquerque, NM · On-site

$50K - $65K/yr

Tier 2 Support Technician Location: Albuquerque, New Mexico, USA (onsite) Job Type: Full-Time Salary: $50 000 - $65 000 per year Department: IT Support / Service Desk Reports To: IT Support Manager ...

Netsurit

Tier 2 Support Technician

Albuquerque, NM

$20.75 - $28.50/hr

Tier 2 Support Technician Location: Albuquerque, New Mexico, USA (onsite) Job Type: Full-Time Department: IT Support / Service Desk Reports To: IT Support Manager / Helpdesk Supervisor Step into the ...

Lyons HR, LLC

Tier II Support Technician

Birmingham, AL · On-site

$20.25 - $27.75/hr

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 ...

Lyons HR

Tier II Support Technician

Birmingham, AL · On-site

$20.25 - $27.75/hr

Tier 2 Technician 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 ...

JASINT

ITS Tier 2 Support Technician

Monterey, CA

$65K - $79K/yr

ITS Tier 2 Support Technician Location(s): Monterey, CA Hours: Regular Full-Time Salary Range: $65k/yr - $79k/yr Clearance Requirements This position requires a current and active Secret Clearance at ...

JASINT

ITS Tier 2 Support Technician

Monterey, CA

$65K - $79K/yr

ITS Tier 2 Support Technician Location(s): Monterey, CA Hours: Regular Full-Time Salary Range: $65k/yr - $79k/yr Clearance Requirements This position requires a current and active Secret Clearance at ...

TechCollective

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IT Support Technician - Tier 2

New Orleans, LA · On-site

$52K - $64K/yr

Tier 2 Support Technician | TechCollective * Location: New Orleans, Louisiana. * Work mode: Hybrid work, with onsite visits as needed. * Travel: Must be able to travel to client sites when required.

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

As of May 28, 2026, the average hourly pay for tier 2 support technician in the United States is $25.03, 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 Tier 2 Support Technician, and why are they important?

A Tier 2 Support Technician requires strong troubleshooting abilities, in-depth knowledge of operating systems and networks, and often an associate degree or relevant certifications such as CompTIA A+ or Network+. Familiarity with ticketing systems, remote desktop tools, and diagnostic utilities is common in this role. Excellent communication, problem-solving skills, and patience help technicians explain solutions to users and collaborate with other IT professionals. These skills ensure efficient resolution of complex technical issues and maintain high customer satisfaction.

What are some common challenges faced by Tier 2 Support Technicians, and how can they be managed effectively?

Tier 2 Support Technicians often encounter complex technical issues that require in-depth troubleshooting and escalation management. A common challenge is balancing detailed problem-solving with timely communication to both end users and other IT teams. To manage these challenges, it's important to develop strong diagnostic skills, stay current with system updates, and maintain clear documentation throughout the support process. Proactively collaborating with Tier 1 support and engineering teams also helps in resolving issues more efficiently and building a solid knowledge base for future cases.

What are Tier 2 Support Technicians?

Tier 2 Support Technicians are IT professionals who handle more complex technical issues that cannot be resolved by Tier 1 support. They have a deeper understanding of products, systems, and software, enabling them to troubleshoot and resolve intermediate to advanced problems. Tier 2 technicians often work with end-users, escalate issues to Tier 3 if necessary, and may assist with system maintenance, updates, and documentation.

What is the difference between Tier 2 Support Technician vs Tier 1 Support Technician?

AspectTier 2 Support TechnicianTier 1 Support Technician
CertificationsCompTIA A+, Network+ often preferredCompTIA A+ typically sufficient
Work EnvironmentHandles escalated technical issues, more complex troubleshootingInitial customer contact, basic troubleshooting
ResponsibilitiesDiagnoses advanced problems, supports hardware/software, escalates when neededResolves common issues, provides basic support, documents tickets

In summary, Tier 2 Support Technicians handle more complex technical issues requiring specialized knowledge, while Tier 1 Support Technicians focus on basic customer support and initial troubleshooting. Both roles are essential in a technical support hierarchy, with Tier 2 providing advanced assistance beyond Tier 1's scope.

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Tier 2 Support Technician jobs near you

Tier 2 Support Technician

Netsurit

Albuquerque, NM • On-site

$20.75 - $28.50/hr

Other

Retirement, PTO

This job post has expired today. Applications are no longer accepted.

Job description

About the job Tier 2 Support Technician
Tier 2 Support Technician
Location: Albuquerque, New Mexico, USA (onsite)
Job Type: Full-Time
Department: IT Support / Service Desk
Reports To: IT Support Manager / Helpdesk Supervisor
Step into the Future with Netsurit!
Ranked #305 on Inc. 5000 Americas Fastest-Growing Private Companies and winner of the 2024 Global MSP501 Top 500 Managed Service Providers, Netsurit is not just solving IT problems, were shaping the future of AI-powered innovation.
Help us design, implement, and scale intelligent solutions that empower businesses to automate processes, uncover insights, and accelerate growth. You will work with cutting-edge tools like Microsoft Copilot, Azure AI, and custom machine learning models to turn data into meaningful business outcomes.
Position Overview:
We are seeking an experienced and detail-oriented Tier 2 to join our IT support team. In this role, you'll provide advanced troubleshooting, support escalation management, and resolution for a wide range of IT issues. You'll work closely with Tier 1 support and other IT teams to ensure timely resolution and effective solutions for both hardware and software challenges. Additionally, you'll assist in network/server troubleshooting, application support, and the deployment of new systems and projects.
Primary Responsibilities:
Call Management & Escalations

  • Manage inbound support calls, leveraging strong soft skills and professionalism.
  • Collect detailed information from users to assess issues thoroughly.
  • Handle escalation and de-escalation as required, ensuring that issues are routed appropriately.
  • Review, progress, and resolve escalated support tickets in a timely manner.
  • Serve as the next level of support for more complex application or desktop issues.
  • Provide expert-level troubleshooting for network and server-related issues.
  • Collaborate with Tier 2 support and other departments for unresolved escalations or complex cases.
Advanced Support & Troubleshooting
  • Provide Tier 2 support for application installations and troubleshooting.
  • Diagnose and resolve server-related issues, including security vulnerabilities.
  • Troubleshoot and resolve phone configuration problems, escalating hardware issues when necessary.
  • Address security alerts from tools like Microsoft Defender.
  • Identify and resolve network performance issues.
  • Configure and troubleshoot network devices, ensuring optimal configuration and deployment.
  • Perform firewall configuration and resolve related issues.
Machine & Project Deployment
  • Oversee the deployment of machines, ensuring proper setup and configuration.
  • Manage project tickets related to system implementations, upgrades, and other IT projects.
  • Work with other teams to ensure successful project completion and delivery.
General Skills & Workflow
  • Manage your daily workflow and ticket queue effectively, prioritizing tasks based on urgency and impact.
  • Maintain and update internal documentation, including troubleshooting guides and known issues.
  • Provide mentorship and support to Tier 1 team members on escalated tickets and solutions.
Required Skills and Qualifications:
  • 2-4 years of experience in IT support, with a focus on Tier 2 or higher-level troubleshooting.
  • Strong expertise in Windows Server, networking, and desktop applications.
  • Familiarity with firewall configuration and troubleshooting.
  • Solid experience in troubleshooting network performance issues and diagnosing hardware/software failures.
  • Proficiency with ticketing systems and service desk platforms (e.g., ConnectWise, JIRA, ServiceNow).
  • Strong communication and soft skills, especially in phone-based support and escalation management.
  • Experience with machine deployments and IT project tickets.
  • Ability to work independently and in a team environment.
  • Knowledge of security best practices and experience with tools like Microsoft Defender.
Preferred Qualifications:
  • Certifications such as CompTIA Network+, Microsoft Certified: Azure Fundamentals, or equivalent.
  • Experience with network device configuration and deployment (routers, switches, etc.).
  • Familiarity with phone system configuration and deployment.
Why Netsurit?
  • Dream-Driven Culture: Your goals matter here.
  • Award-Winning Company: Ranked #305 on Inc. 5000 and Global MSP501 Winner.
  • Global Leader: 27 years of excellence serving 600+ businesses.
  • Career Growth: Mentorship, training, and advancement opportunities.
  • Competitive Perks:
    • Excellent benefits package
    • 401(k) with company match
    • Travel reimbursement
    • Paid holidays and PTO

Artificial Intelligence Innovation:
Join Netsurit at the forefront of AI transformation-where technology meets ambition. Help us design, implement, and scale intelligent solutions that empower our clients to automate processes, uncover insights, and accelerate growth. Leverage tools like Microsoft Copilot, Azure AI, and custom machine learning models to turn data into meaningful business outcomes. Be part of a team thats shaping the future of AI-powered innovation.
Note to Agencies: Principals only. No recruiters, no agencies, no unsolicited services.

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