IT Expert - Tier 2

Net Friends, Inc. • Durham, NC

22h • $65,000 - $75,000

About The Position

Net Friends is hiring an experienced IT Expert – Tier 2 for its Support Center team in Durham, North Carolina. The role provides remote and on-site IT support to business clients throughout the Research Triangle area and serves as a technical escalation resource for complex issues. The position involves taking ownership of escalated support requests, communicating with customers, documenting work, and collaborating with IT professionals and client-facing teams.

The schedule is Monday through Friday, 8:30 AM to 5:30 PM, with travel to client locations as needed. The role also participates in a rotating after-hours on-call schedule, including evenings and weekends. Annual compensation is $65,000–$75,000.

Requirements

• Strong troubleshooting experience with Windows 11, desktop hardware, software applications, and peripherals.
• Working knowledge of Microsoft 365 administration, including Exchange Online, Teams, and SharePoint.
• Experience with Active Directory, Microsoft Entra ID, user permissions, and authentication.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and connectivity troubleshooting.
• Experience troubleshooting Windows Server and domain-related issues.
• Familiarity with remote support tools, ticketing systems, IT security fundamentals, and technical documentation.
• Ability to independently investigate and resolve complex technical issues.
• Strong analytical thinking and a methodical approach to problem-solving.
• Ability to research unfamiliar technical issues and develop practical solutions independently.
• Excellent customer service, communication, and organizational skills.
• Confidence working autonomously while knowing when to collaborate or escalate.
• Collaborative mindset, willingness to share knowledge, and passion for technology and quality work.
• Three or more years of progressively responsible professional IT support experience, including troubleshooting complex or escalated technical issues.
• An associate's or bachelor's degree in IT, relevant industry certifications, or an equivalent combination of education, training, and experience.

Nice To Haves

• Familiarity with Microsoft Intune, PowerShell, automation, backup solutions, or remote monitoring and management tools.
• Experience supporting multiple business clients in a Managed Service Provider (MSP) environment.
• Experience supporting macOS operating systems and Apple hardware.
• Certifications such as CompTIA Network+, Security+, or Microsoft role-based certifications.

Responsibilities

• Investigate, troubleshoot, and resolve complex technical issues escalated from Tier 1 support, including issues involving operating systems, Microsoft 365, networking, applications, and related business technologies.
• Own escalated support requests through resolution, maintaining clear customer communication, accurate documentation, and adherence to service-level commitments.
• Identify recurring technical issues, recommend solutions, and escalate advanced problems to Tier 3 or specialized technical teams when appropriate.
• Provide professional remote and on-site technical support while following incident management, security, and change management procedures.
• Serve as a technical resource for Tier 1 technicians by sharing troubleshooting guidance and best practices.
• Maintain customer and internal technical documentation, including knowledge base articles and troubleshooting procedures.
• Collaborate with other technical teams on service improvements and assist with occasional technical projects or deployments.

Benefits

• Company-paid health, dental, vision, disability, life, and AD&D insurance for employees, with additional health insurance options available.
• 401(k) and Roth retirement plans with company match.
• Monthly phone, internet, and travel stipends, plus after-hours incentives.
• Three weeks of flexible PTO during the first year, increasing to four weeks annually after the first year.
• Five days of paid sick leave annually and eight paid holidays.
• Professional development resources and opportunities for career advancement and technical specialization.
• A collaborative team that values work-life balance and supporting one another.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree