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Tier 2 Support Jobs in Raleigh, NC (NOW HIRING)

WakeMed

Systems Analyst II, Epic Clinical

Raleigh, NC · On-site

Tier 2 Technical Support (20%) * Provide timely, high-quality Tier 2 support for assigned Epic applications. * Troubleshoot and resolve application, system, and workflow-related issues. * Collaborate ...

NCSU

IT Technical Support Analyst

Raleigh, NC · On-site

As a Tier 2 support position within CVM IT, this role is responsible for resolving complex technical issues, supporting enterprise endpoint management, assisting with infrastructure and technology ...

Idexcel Inc.

Network Engineer

Raleigh, NC · On-site

Provide Tier 2 support for LAN-related incidents and service requests escalated from Tier 1. Collaborate with Tier 3 LAN Engineers for complex issue resolution. Perform duties in support of the ...

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How much do tier 2 support jobs pay per hour?

As of Sep 8, 2026, the average hourly pay for tier 2 support in Raleigh, NC is $25.32, according to ZipRecruiter salary data. Most workers in this role earn between $18.70 and $27.55 per hour, depending on experience, location, and employer.

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 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 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 most commonly searched types of Tier 2 Support jobs in Raleigh, NC?

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For Tier 2 Support jobs in Raleigh, NC, the most frequently searched job titles are:

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Tier 2 Support jobs near you
Infographic showing various Tier 2 Support job openings in Raleigh, NC as of September 2026, with employment types broken down into 56% Full Time, and 44% Contract. Highlights an 100% In-person job distribution, with an average salary of $52,664 per year, or $25.3 per hour.

UCCE Tier 2 Engineer -- RTP, Raleigh, NC, Richardson, TX; San Jose, CA

Raleigh, NC • On-site

Smart Folks Inc.
IT Services • 11 - 50 employees
Learn more about Smart Folks Inc.external

Other

Posted 26 days ago

Job description

Hi  

Greetings from Smart Folks…!!!

My name is Kumar we have a job opportunity for you as UCCE Tier 2 Engineer one of our client based at RTP, Raleigh, NC, Richardson, TX; San Jose, CA find the Job description below, if you are available and interested, please send us your word copy of your resume with following detail to  Or please call me on  to discuss more about this position.  

Job Title: UCCE Tier 2 Engineer

Location: RTP, Raleigh, NC, Richardson, TX; San Jose, CA

Duration: 06 – 12 Months

Start Date: ASAP

 

Job Details:        

We are seeking an experienced UCCE Tier 2 Engineer responsible for advanced support, troubleshooting, configuration, and maintenance of Cisco Unified Contact Center Enterprise (UCCE) solutions.

The role will involve working with complex contact center environments, including multi-site deployments and integrations with Cisco Unified Communications Manager (CUCM), Cisco Finesse, Cisco Unified Customer Voice Portal (CVP), and other contact center components.

Key Responsibilities
  • Provide Tier 2 technical support for Cisco Unified Contact Center Enterprise (UCCE) environments.
  • Troubleshoot and resolve complex issues related to:
    • Call routing
    • Agent and supervisor desktops
    • CTI integrations
    • Multi-channel contact center features including voice, chat, and email.
  • Manage and maintain core UCCE components, including:
    • Call Router
    • Logger
    • Peripheral Gateway (PG)
    • Administration & Data Servers
    • Live Data Server
  • Support integration and configuration of:
    • Cisco Unified Customer Voice Portal (CVP)
    • Cisco Finesse
    • Cisco Unified Communications Manager (CUCM)
  • Perform system monitoring, health checks, and performance tuning to ensure high availability and fault tolerance.
  • Collaborate with Tier 1 support, network teams, and application teams to resolve escalated technical issues.
  • Assist with UCCE deployments, upgrades, and patching activities.
  • Utilize diagnostic tools and system logs, including CVP logs, router logs, and call-flow tools, for troubleshooting and root-cause analysis.
  • Document technical procedures, system configurations, and troubleshooting steps.
  • Participate in an on-call rotation for after-hours support.
Required Skills & Experience
  • Strong knowledge of Cisco Unified Contact Center Enterprise (UCCE) architecture and components.
  • Experience supporting multi-site and multi-cluster UCCE deployments.
  • Strong troubleshooting experience with:
    • Call flows
    • Routing scripts
    • CTI integrations
  • Hands-on experience with Cisco Unified Communications Manager (CUCM) and Cisco Finesse.
  • Understanding of contact center protocols and technologies, including:
    • SIP
    • VXML
    • JTAPI
  • Experience with diagnostic and monitoring tools such as:
    • Wireshark
    • CVP Call Flow Tool
    • Log analysis tools
  • Ability to work in a fast-paced environment and effectively handle escalated technical issues.
  • Strong communication and collaboration skills for working with cross-functional teams and customers.
Preferred Qualifications
  • Cisco certifications related to Contact Center technologies, such as CCNP Collaboration.
  • Experience with:
    • Cisco UCCE
    • Cisco Packaged Contact Center Enterprise (PCCE)
    • Hosted Collaboration Solution for Contact Center (HCS-CC)
  • Knowledge of contact center reporting tools such as Cisco Unified Intelligence Center (CUIC).
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About Smart Folks

Sourced by ZipRecruiter

Smart Folks Inc. (SFI) is a global IT Staff Augmentation and Consulting Services that discovers handpicked smart talent and routes them to the right path. Smart Folks Inc. was founded in 2011 and is headquartered in McKinney, Texas. We have global operations with localized detail to meet the high caliber needs of our clients.

Industry

It services

Company size

11 - 50 Employees

Headquarters location

McKinney, TX, US

Year founded

2011

Social media

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