Tier 2 Support Specialist
Pennant Services•Farmington, CT
•Onsite
About The Position
The Support Specialist provides advanced technical support for escalations from Tier 1 resources and is responsible for resolving more complex incidents and service requests. This role requires deeper technical expertise and often involves hands-on troubleshooting, device support, and collaboration with Tier 3 engineers. This role requires participation in an on-call rotation, with responsibilities for escalated end-user and system issues outside normal business hours.
Requirements
- Associate's or Bachelor's degree in IT or related field (or equivalent experience).
- 2+ years of IT support experience with exposure to Tier 1 and Tier 2 responsibilities.
- Proficiency in Windows/macOS, Active Directory, Office 365, endpoint management, and networking fundamentals (DNS, DHCP, VPN).
- Strong troubleshooting, multitasking, and mentoring skills.
- Excellent communication with end-users and peers.
Nice To Haves
- CompTIA Network+, Microsoft 365 Certified, or similar certifications preferred.
Responsibilities
- Resolve escalated tickets from tier 1 in accordance with SLAs.
- Troubleshoot hardware, software, networking, and account-related issues.
- Perform installations, upgrades, and configuration of devices and applications.
- Provide deskside and remote support for end-users, including AV and meeting technology.
- Provide after-hours support as part of the on-call rotation, resolving escalated issues and coordinating with tier 3 or other IT teams when needed.
- Deliver advanced troubleshooting while maintaining strong customer service.
- Communicate complex technical solutions clearly to non-technical users.
- Ensure escalations are handled promptly and professionally.
- Create and maintain documentation and knowledge base articles.
- Provide training, guidance, and mentoring to tier 1 resources.
- Suggest process improvements to reduce escalations and improve efficiency.
- Partner with tier 3 on advanced issues requiring specialized expertise.
- Assist in IT projects, deployments, and technology rollouts.
Benefits
- Full benefits package (medical, dental, vision, 401(k) with match)
- Paid time off, holiday pay, and professional development
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
