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Tier 2 Technical Support Jobs in Ohio (NOW HIRING)

INTEGRATED IT GROUP LLC

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Technical Support Engineer - Tier 2 (hybrid)

Twinsburg, OH · On-site

$65K - $75K/yr

Minimum 5 years' experience troubleshooting in a technical support role * Minimum 1 year of experience in an escalation or Tier 2 support role * Proven ability to manage multiple concurrent tasks and ...

INTEGRATED IT GROUP LLC

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Technical Support Engineer - Tier 2 (hybrid)

Twinsburg, OH · On-site

$65K - $75K/yr

Minimum 5 years' experience troubleshooting in a technical support role * Minimum 1 year of experience in an escalation or Tier 2 support role * Proven ability to manage multiple concurrent tasks and ...

Express Wash Concepts

POS Support Agent

Etna, OH · On-site

Tier 1 & Tier 2 Technical Support * Serve as the first point of contact for POS-related support requests received via phone, email, chat, or ticketing system from site locations. * Troubleshoot and ...

Express Wash Inc

POS Support Agent

Etna, OH · On-site

Tier 1 & Tier 2 Technical Support * Serve as the first point of contact for POS-related support requests received via phone, email, chat, or ticketing system from site locations. * Troubleshoot and ...

Syntec, LLC

Tier 2 IT Support Specialist

Cleveland, OH · On-site

$50K - $65K/yr

We are the leader in our field, and are committed to offering the best technical support experience ... As a Tier 2 IT Support Specialist, you will work directly with our clients and partners providing ...

CTMS

Tier III Senior Technical Engineer

Akron, OH · On-site

$100K - $137K/yr

Responsibilities : • Provide guidance and mentorship to Tier 1 and Tier 2 engineers, ensuring best practices and high-quality support. • Diagnose and resolve complex technical issues related to ...

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Tier 2 Technical Support information

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

As of Aug 21, 2026, the average hourly pay for tier 2 technical support in Ohio is $24.76, according to ZipRecruiter salary data. Most workers in this role earn between $18.27 and $26.97 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 technical issues that cannot be resolved by Tier 1 support staff. They have deeper technical knowledge and expertise, allowing them to diagnose and troubleshoot advanced problems with software, hardware, and network systems. Tier 2 specialists often work closely with engineers or product developers to resolve issues and may escalate the most challenging problems to Tier 3 support. They also document solutions and may assist in training Tier 1 agents.

What are the key skills and qualifications needed to thrive as a Tier 2 Technical Support specialist?

To thrive as a Tier 2 Technical Support specialist, you need advanced troubleshooting skills, in-depth knowledge of operating systems and networks, and experience with help desk ticketing systems, usually supported by a relevant IT degree or certifications like CompTIA A+ or Microsoft Certified. Familiarity with remote desktop tools, diagnostic utilities, and enterprise support platforms such as ServiceNow or Zendesk is typically required. Strong communication, patience, and analytical thinking help you resolve complex issues and provide excellent customer service. These skills ensure timely and effective problem resolution, contributing to customer satisfaction and operational efficiency.

How does a Tier 2 Technical Support specialist typically interact with other support tiers and engineering teams?

Tier 2 Technical Support professionals act as a crucial bridge between frontline support (Tier 1) and more specialized teams like Tier 3 or engineering. They handle escalated issues that require deeper troubleshooting and often collaborate with engineering to resolve complex or persistent problems. Effective communication and documentation skills are essential, as Tier 2 must clearly relay technical details and solutions both upstream to engineers and downstream to Tier 1 or directly to customers. This collaboration helps ensure prompt resolution and continuous improvement of products and services.

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

AspectTier 2 Technical SupportTier 1 Technical Support
CredentialsBasic certifications (e.g., CompTIA A+), technical knowledgeBasic customer service skills, troubleshooting basics
Work EnvironmentMore technical, problem-solving focused, often in a helpdesk or support centerFrontline customer interaction, initial troubleshooting
ResponsibilitiesHandling complex issues, escalations, detailed diagnosticsResponding to common questions, initial issue assessment

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

What is Tier 2 Technical Support level 2?

Tier 2 Technical Support is a mid-level support role responsible for resolving more complex technical issues that Tier 1 cannot handle. It often involves deeper troubleshooting, knowledge of specific products or systems, and may require specialized skills or certifications. Support staff in this level typically work closely with Tier 1 and escalate issues when necessary.

What is considered Tier 2 technical support?

Tier 2 technical support is a level of customer service where technicians handle more complex issues that cannot be resolved by Tier 1 support. They often have specialized knowledge, access to advanced tools, and may troubleshoot hardware, software, or network problems that require deeper technical skills.

What are popular job titles related to Tier 2 Technical Support jobs in Ohio?

For Tier 2 Technical Support jobs in Ohio, the most frequently searched job titles are:

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

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

Tier 2 Technical Support jobs near you
Infographic showing various Tier 2 Technical Support job openings in Ohio as of August 2026, with employment types broken down into 1% As Needed, 77% Full Time, 18% Part Time, and 4% Contract. Highlights an 89% Physical, 3% Hybrid, and 8% Remote job distribution, with an average salary of $51,508 per year, or $24.8 per hour.

Technical Support Engineer - Tier 2 (hybrid)

INTEGRATED IT GROUP LLC

Twinsburg, OH • On-site

$65K - $75K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 26 days ago

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Job description

We are currently seeking a self-motivated and dedicated individual to join our Technical Support team. This role requires a broad array of technical knowledge to support our clients located throughout Northeast Ohio. The primary responsibilities include providing advanced troubleshooting for our clients, handling escalated issues from Tier 1, interfacing with our ticketing platform, and working in our managed services system. The qualified individual will possess superior customer service and communication skills and the ability to solve problems and multi-task effectively in challenging situations. The capacity to work independently as well as part of a team is critical. While a majority of work can be performed remotely, occasional onsite service for clients may be required.


Essential Functions

  • Resolve complex technical issues, focusing on hardware, software, and network problems
  • Act as the point of escalation for unresolved Tier 1 issues, ensuring timely and effective resolutions
  • Collaborate closely with relevant teams, vendors, and clients to address and resolve recurring or high-impact technical issues
  • Accurately document all support interactions, troubleshooting steps, and solutions in a ticketing system
  • Contribute to the internal knowledge base by documenting recurring issues and resolutions for future reference
  • Proactively monitor system performance to identify potential issues before they impact users
  • Maintain clear and effective communication with clients, providing timely updates and transparent status reports
  • Provide guidance, training, and mentorship to Tier 1 engineers, sharing troubleshooting techniques and best practices
  • Follow standard help desk procedures
  • Achieve daily utilization goals
  • Participate in the on-call rotation schedule
  • Proactively stay current with technology changes, updates, and practices


Experience Required

  • Degree in IT relevant field and/or equivalent certifications (preferred)
  • Minimum 5 years’ experience troubleshooting in a technical support role
  • Minimum 1 year of experience in an escalation or Tier 2 support role
  • Proven ability to manage multiple concurrent tasks and to prioritize them based on urgency
  • Strong experience with Windows OS, Windows Server, and Microsoft 365
  • Working knowledge of server and desktop virtualization
  • Familiar with cloud business apps, operations, and infrastructure
  • Hands-on experience with networking L1 and L2
  • Comfortable with network and server monitoring and troubleshooting
  • Knowledge of backup solutions and security and compliance practices
  • Experience with patch, access, and storage management
  • Ability to work effectively within a cross-functional team
  • Familiarity with ticketing systems, remote desktop tools, and network monitoring software
  • Proven attention to detail in documenting support requests, troubleshooting processes, and resolutions


Integrated IT Group is an equal opportunity employer and does not discriminate in hiring or employment, in accordance with the requirements of all applicable laws, including race, color, religion, national origin, ancestry, age, gender, marital status, military status, sexual orientation, disability, or medical condition.

Company Description

Integrated IT Group is a comprehensive provider of managed, shared, and stand-alone services for clients throughout Northeast Ohio. These services include managed IT support, cloud solutions, cybersecurity, network solutions, IT consulting, mobile solutions, and disaster recovery for companies in commercial and public sector markets.