Tier 2 Support Technician

About the Role

Allied Business Solutions is looking for a Tier 2 Support Technician to take on escalated issues and keep our clients’ environments running smoothly. You’ll resolve problems Tier 1 can’t, handle server, network and cloud administration, and help newer technicians build their skills.

What You’ll Do

• Resolve escalated tickets from Tier 1 and own complex issues through to resolution.
• Administer Windows Server environments, including Active Directory, Group Policy, DNS/DHCP, file shares and Hyper-V.
• Manage Microsoft 365 tenants: Exchange Online, SharePoint, Teams, Entra ID and Intune.
• Configure and troubleshoot firewalls, switches, wireless and VPNs.
• Monitor and maintain backups, patching and endpoint security through RMM and other tools.
• Find root causes of recurring problems and recommend permanent fixes.
• Mentor Tier 1 technicians and review their escalations so they can handle more on their own.
• Create and maintain client documentation and knowledge base articles.
• Support projects and on-site work such as server deployments, network changes and office moves.
• Escalate to Tier 3 or vendors when needed, and coordinate until the issue is resolved.
• Keep accurate ticket notes and time entries in ConnectWise Manage.

What You Bring (Required)

• 3–5 years of IT support or systems administration experience, preferably in an MSP.
• Strong Windows Server and Active Directory administration skills, including Group Policy.
• Hands-on Microsoft 365 administration (Exchange Online, Entra ID, SharePoint).
• Solid networking knowledge: TCP/IP, DNS, DHCP, VPN, VLANs, NAT and routing/switching.
• Experience with virtualization, preferably Hyper-V.
• Strong problem-solving skills and the ability to work independently on complex issues.
• Clear written and verbal communication with clients, peers, vendors and management.
• Strong organization and time management, with the ability to balance tickets, projects and changing priorities.
• A positive, customer-focused attitude.
• A drive to keep learning: you stay curious about new technologies and look for ways to sharpen your skills.
• A valid driver’s license and the required minimum auto insurance.

Nice to Have

• Experience with ConnectWise Manage, NinjaOne or Hudu.
• Intune / endpoint management and Autopilot experience.
• Firewall experience (Fortinet, SonicWall, Meraki or similar).
• Backup and disaster recovery platforms.
• Basic PowerShell scripting.
• Certifications such as CompTIA Network+/Security+, Microsoft 365 or Azure Administrator, or CCNA.
• A bachelor’s degree in IT or a related field (equivalent experience accepted).

Compensation & Benefits

• Pay: $25.00 – $28.00/hour, depending on experience (approx. $52,000 – $58,000 annually)
• 401(k) with up to 6% match
• Health, dental and vision insurance
• Supplemental insurance options
• Flexible spending account
• Paid time off

Physical Requirements

The job involves sitting for long periods and bending, squatting and lifting equipment up to 50 lbs.

This description outlines the general nature of the role and is not all-inclusive. Duties may change at Allied Business Solutions’ discretion. Allied Business Solutions is an Equal Opportunity Employer.