Tier 2 System Specialist

About the Role We’re on the hunt for an eager, quick-thinking, and adequately caffeinated Tier 1-2 Systems Technician to join our powerho

● Log everything in the ticketing system with accuracy and detail — because good notes are the difference between a 5-minute fix and a 45-minute rabbit hole.

● Follow scheduled maintenance tasks and assist with patching, monitoring, and routine checks using RMM tooling — keeping client environments healthy before they become emergencies.

● Escalate thoughtfully to Tier 3 when needed — with the right info, the right context, and a solid attempt already documented.

● Communicate clearly and calmly with clients of all technical levels — whether you’re helping a CEO reset their MFA or walking someone through a printer driver install with grace and patience.

● Contribute to documentation — if you figured it out, write it down so your future self (and teammates) can thank you.

Required Skills & Qualifications TIER 1-2 SYSTEMS TECHNICIAN

● 1-3 years of experience in IT support, helpdesk, or a technical customer-facing role — MSP experience is a bonus but not a dealbreaker.

● Working knowledge of Microsoft 365 — Outlook, Teams, SharePoint, OneDrive, and admin basics.

● Familiarity with Windows desktop and server systems in a business environment— you know your way around a GPO and don’t panic at a command prompt.

● Ticketing system experience — you understand the art of a well-written ticket (ConnectWise, Autotask, ServiceNow, Freshdesk — whatever your flavor).

● Solid troubleshooting fundamentals — you approach problems methodically, not frantically.

● Great communication and customer service skills — you can explain tech without making people feel small.

● A genuine hunger to learn — certifications in progress, a homelab, a YouTube rabbit hole at midnight — we see it all as a green flag.

Preferred Qualifications

● CompTIA A+, Network+, or Microsoft Fundamentals (MS-900, AZ-900, MD-102) — or actively working toward them.

● Exposure to Active Directory / Entra ID, basic user and device management.

● Some experience with RMM or PSA tools (even if just as a user).

● Basic networking knowledge — you know what a VLAN is and you’re not afraid of a subnet.

● Comfortable working across both scheduled/proactive tasks and reactive frontline support — you can switch gears without losing momentum