Job Description

The Technical Support Specialist – Tier 2 will provide professional level technical support to end users in a Desktop, Server and Infrastructure Environment.   The ideal candidate must possess strong analytical and strategic thinking, as well as planning, organizing and problem solving skills; a high degree of technical expertise, sound professional and technical judgment, and a commitment to exceptional customer service and teamwork.  Excellent written/verbal communication and interpersonal skills along with sound business acumen that includes a focus on quality, cost containment, project planning and follow-through are of absolute necessity. 

Personal and professional attributes must include high ethical and professional standards, honesty, integrity, self-motivation, adaptability and dependability.


Professional Responsibilities include but are not limited to:

  • Provide world-class level 2 -3 desktop support - both client-side and remotely via phone and remote desktop access
  • Identify and correct faults and provide resolution of complex problem tickets
  • Perform PC and network troubleshooting to isolate and diagnose common hardware and / or software related issues
  • Upgrade PC and network hardware and software components as required
  • Network Infrastructure support (layer 2 and layer 3) and product administration / maintenance as required
  • Maintain a library of associated materials for all equipment, processes, and procedures supported by the company
  • Perform network analysis and capacity planning and testing for client organizations’ IT environments
  • Assist in the creation of processes and procedures for client network operations
  • Contribute to the development and administration of network backup plans for clients to maintain LAN/WAN network systems operation
  • Contribute to the development and administration of clients’ network disaster recovery plans
  • Contribute to the planning and implementation of multiple projects
  • Track project deliverables using appropriate tools
  • Quality assurance
  • Constantly monitor and report on progress of the project to all stakeholders
  • Project evaluations and assessment of results


  • Excellent Verbal and Written Skills are paramount, as this is a customer centric position
  • Technical Problem Solving, Project Management, Teamwork, Dependability, Initiative and Professionalism are of utmost importance.
  • Extensive Knowledge of Windows XP, Windows 7 and Windows 8 is required.
  • Extensive Knowledge of Windows Server 2008R2 and Windows Server 2012R2 is required.
  • Experience with Microsoft Exchange 2007 / 2010 / 2013 is required.
  • Solid networking and system administration - Understanding of network switches, routers, and firewalls is required.
  • Use of MSP Network Monitoring Tools / Help Desk Systems a plus but not necessary.
  • Server / Network / Desktop Virtualization with Microsoft Hyper-V v3 and / or VMWare experience a plus.
  • Bachelor degree preferred or equivalent work experience.

Application Instructions

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