Tier 2 – Technical Support Specialist
Integrity Network Solutions Inc•Lebanon, IN
•$55,000 - $65,000
About The Position
The Tier 2 Technical Support Specialist provides in-depth technical support for incidents and service requests escalated from Tier 1. This role requires strong analytical troubleshooting skills, the ability to resolve more complex system, network, and application issues, and a focus on root-cause diagnosis and incident reduction. Tier 2 serves as a key bridge between frontline support and expert-level engineering.
Requirements
- 3–5 years of IT support experience in a Service Desk or MSP environment
- Strong troubleshooting skills across workstations, servers, applications, and networks
- Experience working with ticketing systems and SLAs
- Ability to communicate technical issues clearly to non-technical users
- Strong documentation and analytical problem-solving skills
Nice To Haves
- Experience in an MSP or multi-client environment
- Familiarity with cloud platforms, security tools, and vendor support processes
- Relevant technical certifications or equivalent hands-on experience
Responsibilities
- Resolve escalated incidents that exceed Tier 1 scope
- Troubleshoot issues involving operating systems, applications, and user environments
- Troubleshoot network connectivity, VPN, and basic routing/switching
- Troubleshoot servers, cloud services, and business-critical systems
- Apply structured troubleshooting and diagnostic techniques
- Escalate to Tier 3 when issues require engineering-level expertise
- Serve as primary escalation point for Tier 1 technicians
- Identify root causes of recurring incidents
- Document patterns, resolutions, and preventive steps
- Participate in post-incident reviews and corrective actions
- Create and maintain Tier 2 knowledge base articles
- Improve existing documentation to reduce repeat tickets
- Ensure accurate, detailed ticket documentation
- Share technical findings with Tier 1 and Tier 3 teams
- Provide technical guidance and coaching to Tier 1 technicians
- Collaborate with Tier 3 engineers, vendors, and project teams
- Support transition of projects into steady-state support
- Participate in on-call or after-hours escalation rotations as required
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
Upload and Match Resume
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
