Tier 2 Technical Support Specialist

Requirements

Must have:

– Minimum of 3 – 5 years of experience in a technical IT role with a strong emphasis on customer service. – Previous experience within a Managed Service Provider (MSP) or multi-tenant outsourced IT firm is highly preferred. – CompTIA Network+, Security+, and A+ certifications, or equivalent experience in complex network design and troubleshooting. – Proficient in issue-tracking software, with preferred experience using HaloPSA. – Expertise in diagnosing and resolving issues across workstations, servers, and Virtual Machines (VMs). – In-depth knowledge of IPv4/IPv6 networking, DNS, DHCP, and VPN architectures. – Hands-on experience with networking hardware, including routers, firewalls, and switches. – Proficiency in Microsoft 365 and Google Workspace Administration, particularly Entra ID (Azure AD). – Experience in managing VoIP platforms, with a preference for Ring Central and Nextiva management experience. – Exceptional communication skills for both technical and non-technical audiences. – Team-oriented mindset with the ability to collaborate in a diverse team environment.

Responsibilities:

• Act as the lead technical resource for server infrastructure and complex network issues, resolving critical system outages. – Mentor Tier 1 support staff to enhance their skills and reduce escalation rates. – Oversee the maintenance and support of essential client environments, including LAN/WAN and disaster recovery protocols. – Contribute to the development and refinement of Standard Operating Procedures (SOPs) for scalable operations. – Perform scheduled client environment maintenance to reduce reactive support tickets and enhance stability. – Uphold high levels of productivity and client satisfaction through effective communication. – Manage and resolve service tickets, driving efficiency within the service desk. – Administer various technical environments for a diverse client base. – Deploy and handle security measures, including MFA and EDR/MDR solutions. – Optimize client networks, configuring firewalls, VLANs, and VPNs.

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Company:

At Solvera Tech, we are excited to invite you to join our team as a Tier 2 Support Specialist in Orlando, FL. We pride ourselves on being a close-knit organization where everyones input contributes significantly to our success. Our culture revolves around our Core Values of empowered belonging, strategic execution, and balanced composure. As part of our company, you can expect a competitive salary ranging from $60,000 to $75,000 annually, along with comprehensive benefits including health, dental, and vision insurance, a 401K with company match, certification reimbursement, paid vacation, and holidays. We are looking forward to the growth you will bring to our dedicated team!