Tier I Tech Support Jobs (NOW HIRING)

Job Summary:
i-Tech Support, Inc. is seeking a Tier 2 Helpdesk Support professional responsible for providing technical expertise and advanced troubleshooting for complex IT issues. The role involves collaboration with Tier 1 support and other IT teams to ensure effective incident resolution and continuous improvement in support processes.
Responsibilities:
• Resolve complex technical issues escalated from Tier 1 support by utilizing in-depth technical knowledge, troubleshooting methodologies, and problem-solving skills. Analyze symptoms, identify root causes, and implement appropriate solutions.
• Take ownership of escalated incidents and manage them through to resolution within defined service level agreements (SLAs). Collaborate with other IT teams and vendors as necessary to expedite incident resolution.
• Serve as a subject matter expert (SME) for specific applications, systems, or technologies. Stay up-to-date with the latest industry trends, best practices, and emerging technologies related to the supported environment.
• Contribute to the creation and maintenance of the knowledge base by documenting known issues, resolutions, and troubleshooting procedures. Ensure accurate and up-to-date documentation to facilitate efficient issue resolution by Tier 1 support and self-service support for end-users.
• Conduct thorough investigations to determine the root cause of complex or recurring issues. Collaborate with other teams to implement preventive measures and recommend process improvements to minimize future incidents.
• Collaborate with Tier 1 support staff, system administrators, network engineers, and other IT teams to resolve escalated issues. Provide guidance, advice, and technical assistance to Tier 1 support personnel to enhance their skills and knowledge.
• Participate in change management processes by reviewing proposed changes, performing impact assessments, and ensuring smooth implementation of changes related to the supported environment.
• Assist in training and mentoring new Tier 2 support staff, sharing knowledge, best practices, and technical expertise to enhance the overall capabilities of the team.
• Identify areas for process improvement, automation, or streamlining support procedures to enhance efficiency, reduce incident resolution time, and improve user satisfaction.
Qualifications:
Required:
• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Proven experience in a helpdesk or technical support role, with a focus on Tier 2 or higher support.
• In-depth knowledge of operating systems, network protocols, software applications, and hardware components.
• Strong troubleshooting and problem-solving skills, with the ability to analyze complex issues and develop effective solutions.
• Familiarity with ITIL best practices and incident management processes.
• Strong knowledge with our ticketing systems, remote support tools, and system monitoring tools.
• Excellent communication skills, both verbal and written, with the ability to convey technical concepts to both technical and non-technical stakeholders.
• Ability to work well in a team environment, collaborating with cross-functional teams to resolve issues.
• Strong organizational skills and the ability to prioritize and manage multiple tasks simultaneously.
• Customer service orientation and a commitment to delivering high-quality support.
Preferred:
• Relevant certifications (e.g., CompTIA N+, Microsoft Certified Administrator Associate) are a plus.
• Experience in configuration and administration of hypervisor-based virtualization technology (e.g., Hyper-V, VMware, VDI).
• Proficient in systems engineering and administration within a Microsoft environment, including Microsoft Intune, Entra and Endpoint Manager, as well as AWS, and Google Cloud.
• Experience in integrating various subsystems into a cohesive whole.
• Understanding of network protocols, configurations, and security.
• Familiarity with multiple operating systems, such as Windows, Linux, and MacOS.
• Certifications such as MCA or MCE in Microsoft Azure platforms, and/or Google IT Support Professional are not required but highly recommended.
Company:
Since 1999, i-Tech Support has helped businesses, non-profits and schools achieve their goals by supporting them with technology that simply works. Founded in 1999, the company is headquartered in Ocoee, USA, with a team of 51-200 employees. The company is currently Growth Stage.