Tier II Technical Support Engineer

KINETIX SOLUTIONS, INC.•Tampa, FL

6d•$24 - $27•Onsite

About The Position

Medovent Solutions is seeking an experienced Tier II support professional to support clients in the Tampa/St. Petersburg area and take primary responsibility for equipment and depot operations from the company’s main office. This hands-on position combines Tier II help desk responsibilities 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, return, repair, or retirement. The role includes providing onsite and field support at Medovent and client locations as needed, supporting workstation deployments and office moves, and traveling locally to client sites. The schedule is Monday through Friday, primarily onsite, with participation in an assigned Tier II on-call rotation and occasional after-hours or weekend work based on client needs.

Requirements

At least 2 years of IT help desk, desktop support, or technical support experience preferred.
Previous Tier II or escalation-level support experience strongly 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.
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 independently troubleshoot beyond standard Tier I support and research unfamiliar issues.
Ability to recognize when escalation is required and provide complete troubleshooting documentation to the receiving technician.
Ability to manage multiple priorities while maintaining ownership of assigned work.
Strong written and verbal communication skills, customer-focused attitude, and professional demeanor.
Strong attention to detail when provisioning, inventorying, or handling client equipment.
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 regularly handling desktops, laptops, monitors, and other IT equipment; unpacking, staging, organizing, and preparing equipment for deployment or shipment; maintaining an organized equipment storage and work area; and installing and removing workstation equipment at client locations.

Nice To Haves

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 issues to Tier III or System Administration.
Determine the appropriate escalation path for issues requiring networking, security, Microsoft 365, or other administrative teams.
Own assigned issues and follow them through to 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 they are 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.
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.