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

City of Durham

Customer Engagement Agent

Durham, NC · On-site

$52K - $69K/yr

Provide Tier 0 and Tier 1 end user technical support to end users via phone, email, chat, or in ... Provide diagnostic information required for Tier 2 and 3 incidents for escalation to Senior ...

Leader Communications Inc

Program Manager

Raleigh, NC · On-site

High-volume, multi-channel support operations * Formal Tier 1 and Tier 2 escalation processes * Strict Service Level Agreement (SLA) performance requirements * Demonstrated experience ensuring ...

City of Durham, NC

Customer Engagement Agent

Durham, NC · On-site

$52K - $62K/yr

Provide Tier 0 and Tier 1 end user technical support to end users via phone, email, chat, or in ... Provide diagnostic information required for Tier 2 and 3 incidents for escalation to Senior ...

FHR

A42-Java Developer 11628-1

Morrisville, NC · Remote

The candidate will provide Tier 2 support for existing lab testing, lab information systems, disease surveillance systems and integrations including but not limited to OpenELIS, PHINMS, Rhapsody ...

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How much do tier 2 support jobs pay per hour?

As of Aug 16, 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 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 the most commonly searched types of Tier 2 Support jobs in Raleigh, NC?

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Tier 2 Support jobs near you
Infographic showing various Tier 2 Support job openings in Raleigh, NC as of August 2026, with employment types broken down into 92% Full Time, 4% Part Time, 2% Contract, and 2% Nights. Highlights an 86% In-person, 8% Hybrid, and 6% Remote job distribution, with an average salary of $52,664 per year, or $25.3 per hour.

Systems Engineer III - Software Packager (Remote)

First-Citizens Bank & Trust Company

Raleigh, NC • On-site

Other

Posted 7 days ago

First Citizens Bank rating

7.4

Company rating: 7.4 out of 10

Based on 106 frontline employees who took The Breakroom Quiz

107th of 171 rated banks

Job description

Overview
This is a remote role that may only be hired in the following location(s): Arizona, North Carolina and Texas.
As a Systems Engineer III - Software Packager you will be a member of the bank's Digital Workplace Experience team. This role will be responsible for packaging and deploying new desktop software for internal requests and enterprise-wide projects. This role will also provide software installation and deployment guidance to the Bank's Tier-1 and Tier-2 support teams. Lastly, this position will create custom reports per request and perform other related tasks including compliance reporting and change management using industry-standard deployment and reporting tools like ServiceNow, MECM/SCCM, Jamf, SQL Queries, CM Reporting Services, etc.
Responsibilities
A highly motivated and experienced Software Packager with expertise in macOS and Windows platforms is needed to join the IT team at First Citizens Bank. The successful candidate will create, test, and deploy secure and compliant application packages across a diverse environment.
Key responsibilities
  • Application Packaging:
    • Create and modify software installation packages for macOS and Windows applications using industry-standard methods and tools (e.g., CM Task Sequences, Flexera AdminStudio, MSIX Packaging Tool, Advanced Installer, Jamf, InstallShield, PowerShell, etc.), ensuring adherence to enterprise standards and security protocols.
    • Develop and maintain scripts and wrappers (e.g., PowerShell App Deployment Toolkit (PSADT), VBScript, PowerShell, Bash) for automating application installations and deployments.
    • Implement and manage privilege elevation solutions for application deployments.
    • Create and maintain accurate documentation of packaging processes and procedures.
  • Deployment and Troubleshooting:
    • Coordinate with software owners, project team stakeholders and software packaging requestors to gather application packaging, testing & deployment requirements.
    • Assist with the automated deployment of packaged software using tools like Microsoft Endpoint Configuration Manager (MECM/SCCM) and Jamf.
    • Perform testing and validation of application packages to ensure functionality and compatibility across different macOS and Windows versions.
    • Troubleshoot and resolve application and package-related issues, including deployment failures and compatibility problems.
    • Provide support for desktop-related projects, including operating system upgrades, deployments, and patching.
  • Security and Compliance:
    • Ensure all application packages conform to established enterprise and industry security standards
    • Implement and maintain secure coding practices and integrate security testing into the development lifecycle.
    • Regularly update and patch systems to address vulnerabilities and stay ahead of emerging threats.
    • Adhere to strict access controls and the principle of least privilege, limiting access to critical systems and sensitive data.
  • Collaboration and Communication:
    • Work closely with other IT teams, including development, security, and operations, to ensure seamless software delivery.
    • Communicate effectively with end-users and stakeholders to gather requirements, provide updates, and address concerns.
    • Participate in incident response planning and execute recovery procedures in the event of security breaches.

Qualifications
Bachelor's Degree and 6 years of experience in Systems engineer and systems programmer OR High School Diploma or GED and 10 years of experience in Systems engineer and systems programmer
    • Experience working on installation or application packaging teams in a large enterprise environment.
    • Experience working in the banking or financial services industry is a plus.
  • Technical Skills:
    • Strong knowledge of MacOS and Windows Desktop Operating Systems.
    • Extensive experience with application packaging tools and technologies (e.g., MSI, MSIX, Flexera AdminStudio, App-V, PowerShell App Deployment Toolkit (PSADT), PowerShell, etc.)
    • Proficiency in PowerShell for automation tasks, SQL queries, and creation of custom MECM reports.
    • Familiarity with deployment tools like Microsoft Endpoint Configuration Manager (MECM/SCCM, Jamf Composer, Intune, BigFix, Ivanti Patch, Patch My PC, 1E-Shopping, etc.
    • Solid understanding of Windows registry, PC security principles, and Group Policy Objects (GPOs).
    • Experience with troubleshooting desktop-related issues, including software and hardware problems, WMI & MECM client health issues.
  • Soft Skills:
    • Excellent written and verbal communication skills, including the ability to communicate complex technical concepts to non-technical stakeholders.
    • Strong analytical and problem-solving skills, with a methodical approach to troubleshooting.
    • Ability to work independently and as part of a team in a fast-paced environment.
    • Self-motivated, with a \"can-do\" attitude and comfort working with ambiguity.
    • Strong customer service skills and a customer-focused mindset.

Preferred qualifications:
  • Experience with cloud technologies (e.g., Azure, AWS).
  • Knowledge & familiarity with SQL & NQL
  • Familiarity with Agile and Waterfall project management methodologies.
  • Knowledge of network topology and security principles.
  • Experience with enterprise applications specific to the banking industry.
  • Knowledge of collaboration tools like Slack, Jira, or Confluence.
  • Experience with DEX Platform (Nexthink, SysTra ck, Titanium, etc.)

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at
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