Job Description
Job DescriptionDescription:
Iron Oak Technologies – Tier 2 Support Technician Location: Marietta, GA (Onsite/Hybrid)
Employment Type: Full-Time
Key Accountabilities: The Tier 2 Support Technician is responsible for providing escalation support for Tier 1 technicians. This position requires a blend of technical aptitude, customer service, and leadership qualities. Successful candidates will thrive in a fast-paced environment, possess strong troubleshooting skills, and demonstrate a commitment to personal growth and technical excellence.
Essential Knowledge, Skills, and Competencies Purpose Driven
- Diagnose complex client ecosystem issues by actively listening and problem-solving.
- Demonstrate a tenacious commitment to resolution through persistence and patience.
- Anticipate downstream impacts of client issues to drive root-cause resolution.
- Build trust-based relationships with internal teams, clients, and vendor partners.
Personalized Support
- Gain deep understanding of each client’s infrastructure and communication preferences.
- Maintain detailed and accurate documentation.
- Keep clients informed proactively and professionally.
Tenacious Execution
- Prioritize, escalate, and resolve issues efficiently.
- Work independently and demonstrate accountability.
- Actively pursue learning opportunities and share knowledge with the team.
- Perform under pressure and meet critical deadlines.
Technical Knowledge & Skills
- Remote desktop and onsite support
- Windows Server, Microsoft SQL, Active Directory
- Disaster recovery and backup systems (e.g., Veeam)
- LAN/WAN, VLANs, VPNs, and routing/switching
- Network security (Cisco, SonicWall, PFSense)
- Virtualization (VMWare, Hyper-V)
- Microsoft 365, Exchange, and hosted services
- Desktop OS (Windows, macOS, Linux)
- Encryption (BitLocker, Symantec)
- VoIP systems and network troubleshooting
Experience & Education
- 5 years in technical support, service desk, or network support roles
- 2+ years in an MSP or multi-client environment
- CompTIA A+, Network+, CCNA preferred
- College degree valued but not required
Other Requirements
- Reliable transportation and valid insurance
- Occasional travel to client sites (approx. 5%)
- Strong written and verbal communication
Traits for Success
- Technical learner
- Customer-focused
- Collaborative and results-driven
- Strong communicator and team player
- Adaptable and reliable under pressure
Benefits
- Health, dental, and vision plans (FSA/HSA options)
- 100% employer-paid life and disability insurance
- Parental leave
- EAP and wellness support
- Paid certifications
- Open PTO
- Weekly team breakfast
- Career growth opportunities in a dynamic MSP
Requirements:
- Remote desktop and onsite support
- Windows Server, Microsoft SQL, Active Directory
- Disaster recovery and backup systems (e.g., Veeam)
- LAN/WAN, VLANs, VPNs, and routing/switching
- Network security (Cisco, SonicWall, PFSense)
- Virtualization (VMWare, Hyper-V)
- Microsoft 365, Exchange, and hosted services
- Desktop OS (Windows, macOS, Linux)
- Encryption (BitLocker, Symantec)
- VoIP systems and network troubleshooting