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Tier 2 Technical Support Specialist Jobs (NOW HIRING)

TEKsystems

Tier 2 Technical Support

Columbus, OH

$30 - $35/hr

Join a Team That Keeps Critical Technology Running We're seeking a Tier 2 Technical Support Specialist to provide advanced technical support and incident management for a fast-paced enterprise ...

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CoCard Business

Tier 2 - Technical Support

Roseville, CA · On-site

$32/hr

CoCard Business is seeking an experienced Full-Time Tier 2 Technical Support Person to provide advanced technical support for our payment processing, POS, software, and infrastructure environments.

SAIC

Tier Two Technical Support

Aberdeen, MD · On-site

$120K - $160K/yr

Description SAIC is seeking a Journeyman Tier Two Technical Support Analyst with Information Technology (IT) and communication systems experience in support of the U.S. Army Combat Capabilities ...

Valid8 Financial, Inc.

NY · On-site

$65 - $85/hr

Tier 2 Technical Specialist (Cybersecurity Emphasis) Job Type: Full-time Location: Remote (Home ... Key Responsibilities Tier 2 Support & Help Desk Operations (Approx. 60%) * Ticket Management:

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MetroSys, Inc.

Technical Support Specialist

Irvine, CA · On-site

$50 - $70/hr

... Specialist to support the day-to-day IT operations of a growing technology manufacturing ... Provide Tier 1 and Tier 2 technical support for end users across office and manufacturing ...

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How much do tier 2 technical support specialist jobs pay per hour?

As of Sep 4, 2026, the average hourly pay for tier 2 technical support specialist in the United States is $26.57, according to ZipRecruiter salary data. Most workers in this role earn between $20.19 and $30.53 per hour, depending on experience, location, and employer.

What is a Tier 2 Technical Support Specialist?

Tier 2 Technical Support Specialists are IT professionals who handle more complex customer issues that cannot be resolved by Tier 1 support staff. They possess deeper technical knowledge and expertise in troubleshooting, diagnosing, and resolving software, hardware, or network-related problems. These specialists often work closely with engineers, developers, or vendors to provide advanced support and ensure customer satisfaction. Additionally, they may create documentation, escalate unresolved issues, and mentor Tier 1 support team members.

What are the key skills and qualifications needed to thrive as a Tier 2 Technical Support Specialist, and why are they important?

To thrive as a Tier 2 Technical Support Specialist, you need strong troubleshooting abilities, in-depth knowledge of operating systems and networking, and typically an associate's or bachelor's degree in IT or a related field. Familiarity with ticketing systems like Zendesk or ServiceNow, remote desktop tools, and relevant certifications such as CompTIA A+ or Network+ are often required. Excellent problem-solving skills, patience, and effective communication are essential soft skills for resolving complex issues and guiding users. These skills ensure timely resolution of escalated technical problems, enhance user satisfaction, and maintain smooth IT operations.

What are some common challenges faced by Tier 2 Technical Support Specialists, and how can they effectively address them?

Tier 2 Technical Support Specialists often encounter complex technical issues that require in-depth troubleshooting beyond basic support. One common challenge is balancing multiple cases while maintaining high-quality service and meeting response time targets. Effective communication with both customers and Tier 1 agents is crucial to gather necessary information and to provide clear solutions. Staying current with evolving technologies and internal knowledge bases helps specialists quickly diagnose and resolve issues. Developing strong problem-solving skills and collaborating with engineering or product teams can also facilitate faster and more accurate resolutions.

What is the difference between Tier 2 Technical Support Specialist vs Tier 1 Technical Support Specialist?

AspectTier 2 Technical Support SpecialistTier 1 Technical Support Specialist
CredentialsTypically requires basic certifications like CompTIA A+ or similarOften entry-level, with minimal certifications needed
Work EnvironmentHandles more complex issues, often in a dedicated support teamAddresses common, straightforward problems, usually via phone or chat
ResponsibilitiesDiagnoses and resolves advanced technical issues, escalates when neededProvides initial troubleshooting, gathers information, and resolves basic problems
Industry UsageCommon in IT, tech support, and customer service sectorsWidely used in similar industries as the first point of contact

In summary, Tier 2 Technical Support Specialists handle more complex technical issues requiring specific knowledge and experience, while Tier 1 specialists focus on basic troubleshooting and customer support. The roles complement each other within technical support teams to ensure efficient problem resolution.

More about Tier 2 Technical Support Specialist jobs

What states have the most Tier 2 Technical Support Specialist jobs?

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

What job categories do people searching Tier 2 Technical Support Specialist jobs look for?

The top searched job categories for Tier 2 Technical Support Specialist jobs are:

Tier 2 Technical Support Specialist jobs near you
Infographic showing various Tier 2 Technical Support Specialist job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 22% Part Time, and 4% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $55,275 per year, or $26.6 per hour.

Tier 2 - Technical Support Specialist

Integrity Network Solutions

Lebanon, IN

Full-time

Re-posted 28 days ago

Job description

Role Overview

The Tier 2 Technical Support Specialist provides indepth technical support for incidents and service requests escalated from Tier 1. This role requires strong analytical troubleshooting skills, the ability to resolve more complex system, network, and application issues, and a focus on rootcause diagnosis and incident
reduction. Tier 2 serves as a key bridge between frontline support and expertlevel engineering.


Key Responsibilities

Advanced Incident Resolution

  • Resolve escalated incidents that exceed Tier 1 scope
  • Troubleshoot issues involving:
    • Operating systems, applications, and user environments
    • Network connectivity, VPN, and basic routing/switching
    • Servers, cloud services, and businesscritical systems
  • Apply structured troubleshooting and diagnostic techniques
  • Escalate to Tier 3 when issues require engineeringlevel expertise

Escalation & Problem Management

  • Serve as primary escalation point for Tier 1 technicians
  • Identify root causes of recurring incidents
  • Document patterns, resolutions, and preventive steps
  • Participate in postincident reviews and corrective actions

Documentation & Knowledge Sharing

  • Create and maintain Tier 2 knowledge base articles
  • Improve existing documentation to reduce repeat tickets
  • Ensure accurate, detailed ticket documentation
  • Share technical findings with Tier 1 and Tier 3 teams

Mentorship & Collaboration

  • Provide technical guidance and coaching to Tier 1 technicians
  • Collaborate with Tier 3 engineers, vendors, and project teams
  • Support transition of projects into steadystate support
  • Participate in oncall or afterhours escalation rotations as required


Key Result Areas (KRAs) & Performance Measures

KRA 1: Escalation Resolution Effectiveness

Measures

  • Resolution time for Tier 2 escalated tickets
  • Percentage of escalations resolved without Tier 3 involvement
  • Quality of rootcause identification

KRA 2: Incident Reduction & Stability

Measures

  • Reduction in repeat or recurring incidents
  • Effectiveness of preventive fixes
  • Improved system or service reliability

KRA 3: SLA & Process Compliance

Measures

  • SLA adherence on escalated incidents
  • Proper severity classification and escalation handling
  • Compliance with support and security policies

KRA 4: Documentation & Knowledge Contribution

Measures

  • Quality and usefulness of knowledge base articles
  • Accuracy and completeness of ticket documentation
  • Reduced Tier 1 escalations due to improved documentation

KRA 5: Team Support & Mentorship

Measures

  • Tier 1 feedback and support effectiveness
  • Quality of technical guidance provided
  • Contribution to team skill development


Required Skills & Qualifications

Required

  • 3-5 years of IT support experience in a Service Desk or MSP environment
  • Strong troubleshooting skills across workstations, servers, applications, and networks
  • Experience working with ticketing systems and SLAs
  • Ability to communicate technical issues clearly to nontechnical users
  • Strong documentation and analytical problemsolving skills

Preferred

  • Experience in an MSP or multiclient environment
  • Familiarity with cloud platforms, security tools, and vendor support processes
  • Relevant technical certifications or equivalent handson experience

Career Progression

  • This role serves as the primary pipeline for Tier 3 - Senior Technical Engineer
  • Advancement is based on technical depth, rootcause effectiveness, documentation quality, and mentorship impact

Why This Role Matters

Tier 2 technicians significantly influence:

  • SLA performance
  • Customer satisfaction
  • Reduction of reactive support
  • The efficiency of Tier 3 resources

Apply