IT Support Technician - Tier 2

Job Description

Job Description

About Vyon Technology

We are a growing Managed Services Provider (MSP) delivering comprehensive IT support, managed cloud hosting, cybersecurity, and infrastructure solutions to businesses across multiple industries. Our team is dedicated to providing responsive, proactive service and building long-term relationships with our clients through technical excellence and exceptional customer support.

We are seeking an IT Support Technician – Tier 2 to join our in-office support team in North Phoenix, Arizona. This position is ideal for an experienced IT professional who enjoys troubleshooting technical issues, working directly with customers, supporting a wide range of technologies, and continuing to develop their technical skills in a collaborative MSP environment.

This is a full-time, in-office position and is not a remote role. Local travel throughout the Phoenix metropolitan area is required to provide onsite technical support and project assistance at client locations.

Position Summary

The IT Support Technician – Tier 2 provides day-to-day technical support to Vyon Technology’s managed services clients, handling escalated and more complex support tickets across Microsoft 365, Windows, networking, servers, and cloud-hosted environments.

This role owns assigned customer support tickets through resolution or appropriate escalation, provides onsite technical support at client locations, and participates in technology projects alongside our Systems Engineers.

The ideal candidate is comfortable working directly with customers, managing multiple support requests, troubleshooting beyond basic Tier 1 issues, and knowing when an issue should be escalated to a more senior technical resource.

Key Responsibilities

• Provides Tier 1 and Tier 2 technical support to clients via phone, remote support tools, email, and onsite visits.
• Own assigned support tickets from initial troubleshooting through resolution, escalation, documentation, and client communication.
• Handle escalated support tickets from Tier 1 technicians and escalate complex infrastructure issues to Systems Engineers when appropriate.
• Diagnose and resolve hardware, software, operating system, application, connectivity, and network-related issues.
• Install, configure, maintain, and troubleshoot Windows desktops, laptops, printers, mobile devices, and peripheral equipment.
• Administer and support Microsoft 365, Exchange Online, Microsoft Teams, SharePoint, and OneDrive.
• Create and manage Active Directory and Microsoft Entra ID user accounts, groups, permissions, and related access.
• Troubleshoot and support Group Policy and Microsoft Intune-managed devices.
• Support Windows Server environments, including file services, print services, DNS, DHCP, and Remote Desktop Services.
• Assist with supporting virtual infrastructure and cloud-hosted client environments.
• Troubleshoot networking issues involving switches, firewalls, wireless networks, VPN connectivity, and Internet services.
• Support VoIP phone systems and conferencing technologies.
• Monitor client systems using Remote Monitoring and Management (RMM) tools and respond appropriately to alerts.
• Perform workstation deployments, hardware upgrades, equipment replacements, and technology refreshes.
• Travel to client locations throughout the Phoenix metropolitan area to provide onsite troubleshooting, equipment installations, deployments, and technical support.
• Assist Systems Administrators and Engineers with server installations, network upgrades, migrations, infrastructure projects, and other technology implementations.
• Assist with backup monitoring, disaster recovery procedures, and business continuity solutions.
• Coordinate with hardware and software vendors for warranty repairs and advanced technical support.
• Document client environments, technical procedures, troubleshooting steps, and resolutions within the ticketing and documentation systems.
• Follow established documentation standards, cybersecurity policies, and change management procedures.
• Participate in client onboarding, infrastructure upgrades, migrations, and technology implementation projects.
• Build and maintain strong client relationships through professional, responsive, and friendly customer service.

Required Qualifications

• 3+ years of hands-on IT support experience, with demonstrated experience troubleshooting issues beyond basic Tier 1 support.
• Previous experience working for a Managed Services Provider (MSP) is strongly preferred.
• Strong troubleshooting skills across Microsoft Windows operating systems, Microsoft 365, networking, and server technologies.
• Experience supporting multiple customers, environments, and technical priorities simultaneously.
• Strong customer service and communication skills with the ability to explain technical issues clearly to end users.
• Strong organizational and time management skills.
• Ability to take ownership of technical issues and work independently while knowing when escalation is appropriate.
• Ability to work collaboratively with Tier 1 technicians, Systems Administrators, Engineers, and other team members.
• Valid driver’s license and reliable transportation for travel to client locations throughout the Phoenix metropolitan area.

Preferred Technical Skills

Experience supporting or working with:

• Windows 11
• Windows Server
• Active Directory
• Group Policy
• Microsoft 365
• Exchange Online
• Microsoft Entra ID
• SharePoint and OneDrive
• Cloud infrastructure and hosted applications
• TCP/IP, DNS, and DHCP
• Network switching and routing
• Firewalls and VPN technologies
• Wireless networking
• VoIP phone systems
• Backup and disaster recovery solutions
• Remote Monitoring and Management (RMM) platforms
• PSA and ticketing systems
• Microsoft Office applications

Preferred Qualifications

• Previous experience working in an MSP or multi-client IT support environment.
• Experience supporting hosted cloud or virtualized environments.
• Experience participating in workstation deployments, migrations, infrastructure upgrades, or other IT projects.
• Experience with Syncro, ConnectWise, NinjaOne, Datto, Huntress, SentinelOne, or similar MSP technologies.
• Relevant Microsoft, CompTIA, networking, or other industry certifications are a plus but not required.
• Schedule & Work Location
• Full-time, Monday through Friday.
• This is an in-office position based in North Phoenix, Arizona.
• This position is not remote.
• Local travel to client locations throughout the Phoenix metropolitan area is required.
• Participation in a rotating on-call schedule, including alternate weekends, is required.
• Occasional evening or weekend work may be required for maintenance windows, client projects, or other scheduled technology work.

Benefits

• Competitive salary
• Health and dental insurance
• Paid Time Off and paid holidays
• Company-paid training and certification opportunities
• Career advancement opportunities
• Exposure to a broad range of technologies, including Microsoft cloud services, infrastructure, virtualization, networking, and cybersecurity
• Collaborative team environment with opportunities to work alongside experienced Systems Administrators and Engineers

\nCompany Description

Vyon Technology is a Cloud and Managed Services Provider dedicated to delivering exceptional customer service and technology solutions to Healthcare Providers, Accountants, Attorneys, and other professional organizations. We are a results-driven company where our reputation and quality of service remain our highest priorities.

Company Description

Vyon Technology is a Cloud and Managed Services Provider dedicated to delivering exceptional customer service and technology solutions to Healthcare Providers, Accountants, Attorneys, and other professional organizations. We are a results-driven company where our reputation and quality of service remain our highest priorities.