Tier II Technical Support Engineer

Kinetix Solutions•Tampa, FL

6d•Onsite

About The Position

Medovent Solutions is seeking an experienced Tier II Support Technician to support clients in the Tampa/St. Petersburg area while taking primary responsibility for equipment and depot operations from the company’s main office. This hands-on technical support role combines Tier II help desk work with device provisioning, hardware troubleshooting, equipment handling, and onsite support. The technician is expected to work independently, own escalated technical issues, and manage client equipment through receipt, configuration, deployment, repair, replacement, and retirement. The role includes day-to-day depot and inventory operations, Windows device provisioning, hardware troubleshooting, and onsite support at Medovent and client locations. The schedule is Monday through Friday, primarily onsite, with participation in an assigned Tier II on-call rotation, occasional after-hours or weekend work based on client needs, and local travel to client sites as required. Compensation is $24.00–$27.00 per hour. Benefits include health, dental, and vision insurance and paid time off.

Requirements

At least 2 years of IT help desk, desktop support, or technical support experience preferred.
Hands-on experience supporting Windows 10/11 environments.
Experience troubleshooting Microsoft 365 applications and services.
Experience provisioning and deploying Windows computers.
Experience diagnosing PC hardware and peripheral issues.
Working knowledge of networking fundamentals and troubleshooting.
Ability to independently troubleshoot issues beyond standard Tier I support.
Strong understanding of Windows desktop administration and troubleshooting.
Working knowledge of Microsoft 365 and common Microsoft applications.
Familiarity with Microsoft Entra ID and endpoint/device management concepts.
Working knowledge of TCP/IP, DNS, DHCP, VPNs, Wi-Fi, VLANs, and basic network troubleshooting.
Ability to diagnose hardware failures involving desktops, laptops, docks, monitors, and peripherals.
Ability to research unfamiliar issues and work toward a solution without immediately escalating.
Ability to recognize when an issue requires escalation and provide complete troubleshooting documentation to the receiving technician.
Strong attention to detail when provisioning, inventorying, or handling client equipment.
Ability to manage multiple priorities while maintaining ownership of assigned work.
Strong written and verbal communication skills.
Customer-focused attitude and professional demeanor.
Willingness to assist with lower-tier work when workload and business needs require it.
Valid driver's license and ability to travel to client locations as needed.
Comfort handling, unpacking, staging, organizing, and preparing IT equipment for deployment or shipment.
Ability to maintain an organized equipment storage and work area and perform hands-on installation and removal of workstation equipment at client locations.

Nice To Haves

Previous Tier II or escalation-level support experience strongly preferred.
Experience with Microsoft Entra ID, Intune, or similar endpoint-management platforms preferred.
Experience working in an MSP or multi-client support environment is a plus.
Experience maintaining IT inventory, equipment staging, or depot operations is a plus.
CompTIA A+, Network+, Microsoft, or similar certifications are preferred but not required.

Responsibilities

Serve as an escalation point for issues that cannot be resolved at Tier I.
Diagnose and resolve complex Windows workstation, application, Microsoft 365, printing, peripheral, and connectivity issues.
Troubleshoot network connectivity, VPN, wireless, and basic switching-related issues.
Troubleshoot line-of-business applications and work with software vendors when appropriate.
Perform advanced endpoint troubleshooting before escalating to Tier III or System Administration.
Determine the appropriate escalation path for issues involving networking, security, Microsoft 365, or other administrative teams.
Take ownership of assigned issues through resolution.
Document troubleshooting steps, findings, resolutions, and escalation details in the ticketing system.
Communicate technical issues and resolutions clearly to technical and non-technical users.
Assist Tier I technicians with troubleshooting and provide guidance when appropriate.
Take primary ownership of day-to-day equipment and depot activities at the Medovent office.
Receive, inventory, organize, stage, and prepare desktops, laptops, monitors, peripherals, and other IT equipment.
Provision and configure Windows computers for new users, replacements, and equipment refreshes.
Perform hardware troubleshooting, upgrades, repairs, and component replacement when appropriate.
Prepare equipment for deployment and ensure devices are configured before being provided or shipped to users.
Process returned equipment and determine whether devices should be redeployed, repaired, stored, or retired.
Maintain an accurate inventory of equipment entering and leaving the depot.
Coordinate equipment shipments, pickups, replacements, and onsite deployments.
Maintain an orderly and professional depot/workbench area.
Identify equipment shortages, damaged equipment, or other inventory concerns and communicate them to the appropriate team.
Document device assignments, equipment movements, and completed work accurately.
Provide onsite technical support at Medovent and other client locations throughout the Tampa/St. Petersburg area when required.
Install and replace workstations, monitors, printers, network equipment, and peripherals.
Assist with office moves, workstation deployments, equipment refreshes, and other onsite technical projects.
Perform hands-on troubleshooting when an issue cannot be resolved remotely.
Travel to client locations as business needs require.
Participate in the Tier II on-call rotation as assigned.
Assist with lower-tier work when workload and business needs require it.