Dispatchable Support Technician – Tier 2

Ergos Technology Partners SAL Offshore•Spring Valley Village, TX

3d•Hybrid

About The Position

ERGOS Technology Partners is an international managed IT services provider delivering end-to-end computer support and services to businesses and organizations of all sizes. Our LIVE Desk is the heartbeat of client experience—and this role sits at a uniquely visible intersection of remote support and hands-on field operations. We are looking for an experienced, motivated Tier 2 Support Technician who thrives in a fast-paced environment, possesses strong technical skills, and exhibits exceptional customer service aptitude. This position involves significant field work—balancing remote ticket resolution with frequent on-site dispatches to client locations throughout the region. You will handle mid-level escalations, perform hands-on hardware and infrastructure deployments, and communicate technical solutions clearly to clients of all backgrounds. As a Dispatchable Tier 2 Engineer, you will serve our California-area clients both remotely and on-site. Candidates who live in or near the local California service territory are strongly preferred, as regular travel to client sites is a core component of this role.

Requirements

2+ years of technical support experience in a service desk, help desk, or managed services provider (MSP) environment.
Strong hands-on experience in field support and desktop/on-site troubleshooting.
Solid working knowledge of Windows 10/11, macOS, Active Directory, Office 365, and basic Windows Server administration.
Fundamental understanding of networking concepts (TCP/IP, DNS, DHCP, Wi-Fi, basic switch/firewall configuration).
Reliable personal transportation, a valid driver's license, and a clean driving record for regular site dispatches.
Excellent verbal and written communication skills—able to explain technical concepts clearly and professionally to non-technical end users.
Strong organizational skills and reliable documentation habits (your tickets tell the complete story).
Professional appearance, strong interpersonal skills, and confidence representing ERGOS in client environments.

Nice To Haves

Relevant certifications such as CompTIA Network+, Security+, A+, or Microsoft Fundamentals (MD-102, AZ-900) are a strong plus.

Responsibilities

Provide Tier 1 & 2 technical support to clients via phone, remote session, and on-site dispatch—handling escalated tickets, troubleshooting hardware, software, network, and peripheral issues.
Perform frequent hands-on field work, dispatching to Southern California-area client sites for workstation setups, network device installations, physical troubleshooting, and high-touch relationship maintenance.
Diagnose and resolve intermediate issues across Windows 10/11, macOS, Active Directory, and Windows Server environments.
Administer and troubleshoot Microsoft 365 services (Exchange Online, Teams, SharePoint, and basic licensing).
Assist with basic-to-intermediate network maintenance and troubleshooting for firewalls (SonicWall, WatchGuard, Fortinet, UniFi), switches, and wireless access points.
Troubleshoot VPN client connections (AnyConnect, L2TP) and basic site-to-site connectivity.
Support foundational network services including DHCP, DNS, VLAN assignments, and printer configurations.
Remediate endpoint security incidents, including malware, phishing threats, spam filtering issues, and backup validation.
Perform basic VoIP phone system administration and client-side troubleshooting.
Maintain complete, accurate, and detailed ticket documentation from initial intake through site visit notes, resolution, and client sign-off.
Escalate complex, high-level infrastructure or advanced networking issues to Tier 3 engineers efficiently when necessary.
Ensure exceptional client satisfaction through proactive communication, reliable attendance at client sites, and professional representation of ERGOS at all times.