Job Description
Job DescriptionSalary:
Position Overview
Hill Tech Solutions is seeking a skilled and customer-focused Service Desk Technician Tier 2 to provide advanced technical support for our managed services clients. This role serves as a technical escalation point for Tier 1 technicians andis responsible forresolving complex infrastructure, cloud, networking, security, and endpoint management issues.
The ideal candidatepossessesstrong troubleshooting skills, excellent communication abilities, and a passion for delivering exceptional customer experiences. This individual will work across multiple client environments while supporting Microsoft 365, Azure, networking, security, compliance, and infrastructure technologies. The Tier 2 Technician is expected to contribute to process improvement, documentation, automation, and team development.
Key Responsibilities
Technical Support & Escalation
- Resolve escalated incidents and service requests received from Tier 1 technicians.
- Diagnose and troubleshoot complex issues involving workstations, servers, cloud platforms, applications, and network infrastructure.
- Perform root cause analysis and implement long-term corrective actions.
- Maintain ownership of incidents through resolution and ensure excellent client communication throughout the support lifecycle.
- Escalate issues to engineering resources whenappropriate whileremainingengaged through resolution.
Microsoft Cloud Administration
- Administer and support Microsoft 365 environments, including Exchange Online, SharePoint Online, Teams, and OneDrive.
- Manage Microsoft Entra ID, Conditional Access policies, identity protection, and authentication services.
- Configure and support Microsoft Intune for endpoint management and compliance.
- Support Azure services related to client infrastructure and identity management.
Infrastructure & Systems Administration
- Perform server administration, operating system maintenance, patch management, and application support.
- Manage Active Directory, Group Policy, DNS, DHCP, file services, and print services.
- Support virtualization platforms including VMware and Hyper-V.
- Assistwith backup, disaster recovery, monitoring, and business continuity solutions.
- Support infrastructure projects, migrations, and technology deployments.
Network Administration
- Configure,maintain, and troubleshoot firewalls, switches, wireless networks, VPNs, and routers.
- Diagnose network performance, connectivity, and security issues.
- Utilize network monitoring and diagnostic tools toidentifyand resolve problems efficiently.
Security & Compliance
- Review security alerts, investigate incidents, and perform remediation activities.
- Support implementation and maintenance of secure client environments.
- Assistclients with technical controls related to CMMC, NIST 800-171, HIPAA, PCI DSS, and other regulatory frameworks.
- Implement security solutions including multi-factor authentication, endpoint protection, vulnerability remediation, and data protection controls.
- Participate in security reviews, audits, and compliance initiatives.
Documentation & Process Improvement
- Create andmaintaintechnical documentation, knowledge base articles, network diagrams, and standard operating procedures.
- Document resolutions, configurations, and environment details within company systems.
- Identifyopportunities for service improvement and operational efficiency.
- Develop scripts and automation to reduce manual effort and improve service consistency.
Team Development
- Provide technical guidance and mentorship to Tier 1 technicians.
- Assistwith knowledge transfer, training, and technical development initiatives.
- Participate in team meetings, process reviews, and service improvement efforts.
Required Qualifications
- 3+ years of technical support experience inmanagedservices or multi-client ITenvironments.
- Strong experience supporting Microsoft 365, Windows Server, and Windows desktop operating systems.
- Experience with Microsoft Entra ID, Intune, Azure, and Active Directory.
- Understandingnetworking concepts including TCP/IP, DNS, DHCP, VPN, routing, switching, and wireless networking.
- Experience supporting firewalls, backup solutions, endpoint security platforms, and virtualization technologies.
- Familiarity with PSA and RMM platforms such as ConnectWise Manage and ConnectWise Automate.
- Excellent written, verbal, and customer service skills.
- Strong troubleshooting, organizational, and time management abilities.
- Ability to manage multiple priorities in a fast-paced environment.
Preferred Qualifications
- Experience supporting government contractors or regulated industries.
- Familiarity with CMMC, NIST 800-171, HIPAA, PCI DSS, or ISO 27001 frameworks.
- Experience with Microsoft Defender, Sentinel,Huntress, Duo, or similar security solutions.
- Scripting and automation experience using PowerShell or similar tools.
- Experience with Azure cloud services and virtual infrastructure.
- PriorMSP experience supporting small and mid-sized businesses.
Preferred Certifications
Candidates should hold or be actively pursuing one or more of the following certifications:
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- Microsoft Certified: Azure Administrator Associate (AZ-104)
- Microsoft 365 Administrator(MS-102)
- Microsoft Endpoint Administrator(MD-102)
Performance Expectations& Professional Development
Success in this role will be measured by:
- SLA attainment and response times
- Ticket resolution quality and closure rates
- Customer satisfaction scores
- Documentation accuracy and completeness
- Technicalproficiencyand certification progress
- Contribution to automation, process improvement, and team development
- Compliance with company policies, procedures, and security standards
- Certificationpathswill be defined andrequired.
Training and mentorship programs are available to support career growth.
Reporting Structure
Reports To: Service Desk Lead
Work Location: In Office / Hybrid
Travel Requirements: Occasional onsite client support asrequired
Note:The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed orrequired.