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Tier 2 Support Jobs in Alabama (NOW HIRING)

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 ...

Fusion HCR

Tech Support Specialist

Birmingham, AL · On-site

Job Title: Tech Support Specialist Love solving puzzles, talking to people, and saving the day? We ... Partner with Tier 2 and Tier 3 engineers by gathering detailed information, testing, and assisting ...

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Tier 2 Support information

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How much do tier 2 support jobs pay per hour?

As of Aug 11, 2026, the average hourly pay for tier 2 support in Alabama is $23.61, according to ZipRecruiter salary data. Most workers in this role earn between $17.45 and $25.72 per hour, depending on experience, location, and employer.

What are the common challenges faced by Tier 2 Support professionals and how are they addressed?

Tier 2 Support professionals often encounter challenges such as resolving escalated technical issues that require deeper analysis, maintaining clear communication with both end-users and technical teams, and managing multiple support requests simultaneously. These challenges are typically addressed by utilizing advanced diagnostic tools, collaborating closely with Tier 1 and Tier 3 teams, and prioritizing workload based on urgency and impact. Employers often provide ongoing technical training and clear escalation pathways to help Tier 2 staff succeed. Working in this role helps you further develop your problem-solving skills and prepares you for advancement to more senior technical or supervisory positions.

What are the key skills and qualifications needed to thrive in Tier 2 Support?

To thrive as a Tier 2 Support professional, you need in-depth troubleshooting abilities, technical knowledge in IT systems, and experience in resolving complex customer issues, often with an associate’s or bachelor’s degree in a related field. Familiarity with ticketing systems (like Jira or ServiceNow), remote desktop tools, and certifications such as CompTIA A+ or Microsoft MCP are highly valuable. Strong analytical thinking, effective communication, and patience under pressure set standout candidates apart. These skills are essential for diagnosing technical problems efficiently, providing quality service to users, and supporting continuous IT operations.

What is a Tier 2 Support?

A Tier 2 Support job involves handling more complex technical issues that Tier 1 support cannot resolve. Tier 2 support professionals analyze problems, troubleshoot system or software issues, and provide solutions to customers or end users. They may also escalate unresolved issues to Tier 3 or specialized teams. This role typically requires a deeper understanding of the company's products, services, and technical environments. Excellent problem-solving and communication skills are essential for success in this position.

What are popular job titles related to Tier 2 Support jobs in Alabama? For Tier 2 Support jobs in Alabama, the most frequently searched job titles are:
What job categories do people searching Tier 2 Support jobs in Alabama look for? The top searched job categories for Tier 2 Support jobs in Alabama are:
Tier 2 Support jobs near you
Infographic showing various Tier 2 Support job openings in Alabama as of August 2026, with employment types broken down into 95% Full Time, and 5% Part Time. Highlights an 100% In-person job distribution, with an average salary of $49,107 per year, or $23.6 per hour.

Tier II Support Technician

Lyons HR, LLC

Birmingham, AL • On-site

$20.25 - $27.75/hr

Full-time

Re-posted 25 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 may be required to provide on-site services.
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
  • Prolific understanding of IT principles and an ability to troubleshoot most technical issues.
  • Extensive experience with various operating systems, office software, and network configurations.
  • 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.
 

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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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