System Support Technician (Tier 2)

Netsurit•Albuquerque, NM

5d•Hybrid

About The Position

We are looking for a customer-focused, technically strong System Support Technician (Tier 2) to join our growing IT support team in Albuquerque. This role is perfect for someone who enjoys solving problems, helping users, and growing into advanced technical work . You'll handle frontline support, triage tickets, and also work on escalations, network/server issues, security alerts, and deployments. You'll be a critical part of delivering an excellent end-user experience while working in a fast-paced, professional MSP-style environment.

Requirements

2–4 years IT support experience (Service Desk / MSP / Internal IT)
Experience in Tier 2 or escalation support
Strong knowledge of: Windows desktop & server Networking fundamentals Hardware & software troubleshooting
Experience with: ConnectWise, Kaseya VSA, Jira, ServiceNow or similar
Strong communication skills (especially phone-based support)
Organized, calm under pressure, detail-oriented
Understanding of security best practices (Microsoft Defender, etc.)

Nice To Haves

Certifications: CompTIA Network+
Microsoft Azure Fundamentals (or similar)
Experience with: Network device configuration (routers, switches)
Phone system configuration
Firewall management

Responsibilities

Service Desk & Call Handling Handle inbound support calls with professionalism and excellent communication skills
Gather accurate technical information and document issues clearly
Create, update, and manage support tickets
Triage, prioritize, and route issues appropriately
Manage escalations and de-escalations with confidence
Use tools like 8x8, Microsoft Teams, ConnectWise, and Kaseya VSA
Ticketing, Triage & Core Support You'll handle tickets related to:
Application installs & troubleshooting
Windows OS issues
User onboarding & offboarding
VoIP / phone systems
Microsoft Defender security alerts
Network outages
Basic hardware diagnostics
Advanced Tier 2 Support Act as escalation point for complex desktop, application, network, and server issues
Troubleshoot: Windows Server Network performance Firewall issues Security vulnerabilities Phone system configuration
Configure and troubleshoot: Routers, switches, and network devices
Collaborate with other teams on complex cases
Deployments & Projects Deploy and configure new machines
Manage project tickets for: System implementations Upgrades Migrations
Work with other teams to ensure successful delivery
Process, Quality & Teamwork Manage your ticket queue and daily workflow efficiently
Maintain and improve internal documentation
Share knowledge and improve processes
Mentor Tier 1 technicians on escalated issues

Benefits

Values quality, accountability, and customer experience
Invests in your skills and career growth
Gives you exposure to real infrastructure, security, and projects
Work with a global, high-performance team.
Be part of a company focused on innovation, excellence, and employee growth.
Enjoy a hybrid work environment with long-term stability and career development.
Contribute to impactful work supporting our clients and the Dreams of the Doers
Join Netsurit at the forefront of AI transformation where technology meets ambition.
Help us design, implement, and scale intelligent solutions that empower our clients to automate processes, uncover insights, and accelerate growth.
Leverage tools like Microsoft Copilot, Azure AI, and custom machine learning models to turn data into meaningful business outcomes.
Be part of a team that's shaping the future of AI-powered innovation.