Tier II Technical Support Specialist

DenaliTEK is looking for a driven and client-focused Tier 2 Service Technician to join our Operations team. This role is ideal for someone who thrives in a fast-paced MSP environment, enjoys solving technical problems, and takes pride in delivering exceptional customer service.

As a Tier 2 Service Technician, you’ll serve as a trusted escalation point for client support issues while helping maintain the high standards and “White Glove Service” experience our clients expect from DenaliTEK.

What You’ll Do

Client Support & Ticket Management

• Troubleshoot and resolve desktop, Microsoft 365, networking, and user support issues
• Manage and prioritize service tickets while maintaining accurate documentation
• Deliver timely, professional communication to clients throughout the support process
• Escalate complex infrastructure or vendor-related issues appropriately
• Ensure tickets meet SLA expectations and internal quality standards

Technical Responsibilities

• Support Windows workstations, printers, peripherals, and business applications
• Assist with onboarding/offboarding tasks, account setup, permissions, and device deployments
• Troubleshoot networking issues involving TCP/IP, DNS, DHCP, VPNs, wireless, and switching
• Support firewalls, access points, and remote access solutions
• Assist with deployments, upgrades, and maintenance projects

Team Collaboration

• Work closely with all departments
• Contribute to knowledge base documentation and process improvement initiatives
• Help reinforce documentation standards and operational best practices
• Participate in team meetings and ongoing training opportunities

Requirements

Required Qualifications

• 2+ years of IT support experience in an MSP or multi-client environment
• Strong troubleshooting skills across Windows environments and Microsoft 365
• Working knowledge of networking fundamentals and business IT systems
• Excellent communication and customer service skills
• Strong organizational skills and ability to manage multiple priorities
• CompTIA A+, Network+, or equivalent experience

Preferred Qualifications

• Experience with ConnectWise Manage/Automate, IT Glue, or similar PSA/RMM platforms
• Microsoft 365 administration experience
• Familiarity with Sophos, firewalls, wireless systems, and endpoint security
• Microsoft or CompTIA certifications
• Experience supporting SMB environments

Benefits

• 100% company-paid medical, dental, and vision insurance
• 401(k) with company contribution
• 4 weeks of PTO annually, plus 7 paid holidays
• Reimbursements for mileage, parking, internet, and cell phone
• A no-drama, no-politics environment that values performance and integrity

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.