IT Expert - Tier 2

Net Friends•Durham, NC

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 works Monday through Friday, 8:30 AM to 5:30 PM, with travel to client locations as needed and a rotating after-hours schedule that includes evenings and weekends. Compensation is $65,000–$75,000 annually. The IT Expert investigates and resolves escalated technical issues involving operating systems, Microsoft 365, networking, applications, and related business technologies. The role takes ownership of support requests through resolution, maintains customer communication and documentation, and follows service-level commitments and established incident management, security, and change management procedures. It also supports Tier 1 technicians with troubleshooting guidance, identifies recurring issues, maintains knowledge resources, and collaborates with technical teams on service improvements and occasional projects or deployments.

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.
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.
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.
A collaborative mindset, willingness to share knowledge, and a passion for technology and quality work.

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 are valued but not required.

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.

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