Tier 2 Technical support

Cybertools Inc. is seeking a highly skilled and client-focused Tier II (T2) Support Technician to join our technical support team. This client-facing role involves delivering advanced technical support, troubleshooting a variety of IT issues, maintaining server and network health, and helping clients maximize their technology investments & processes.

The T2 will play a critical role in understanding client environments, identifying technical and business requirements, and recommending solutions that promote business continuity, security, and compliance.

Primary Responsibilities:

• Diagnose and resolve complex technical issues including, but not limited to:
  Firewall configurations and network connectivity.
  Windows Active Directory and Group Policy troubleshooting.
  Domain namespace blacklisting and email deliverability.
  Peripheral device (printers, scanners) support.
  Exchange/O365 email failures and permissions.
  Backup and disaster monitoring & recovery procedures (local/cloud).
  Virtualization environments (Hyper-V, VMWare).
  Compliance and cybersecurity assessments.
  Analyze client environments to proactively recommend improvements that align with their operational needs.
  Provide Tier I escalation support and assist T1 technicians in resolving advanced issues.
  Manage and execute assigned technical projects from initiation to completion.
  Participate in on-call rotations to ensure after-hours client support.
  Assist in mentoring and training junior technicians.
  Engage in client discovery meetings to gather and document technical and functional requirements.
  

Core Competencies:

Strong knowledge/skill in ConnectWise Manage.
Strong knowledge/skill in IT Glue
Strong Knowledge/skill in Scripting.
Excellent customer service skills with the ability to communicate technical concepts / solutions to non-technical users.
Ability to excel in a fast-paced, team-driven Managed Service Provider (MSP) environment.
Strong problem-solving abilities with a proactive approach to troubleshooting.
Highly organized with the ability to self-manage tasks and prioritize effectively.
Committed to documentation best practices and adherence to company processes.
Continuous learner, staying current with evolving technologies and industry trends.
Strong network auditing ability with experience in topology / network diagramming.
Competence in process improvement within the department that would increase efficiency and productivity that leads to better customer service.

Technical Expertise:

Server installation, configuration, and support (physical & virtual environments).
Network configurations including VPN, switch and firewall setup, maintenance and troubleshooting.
Local and cloud-based backup solutions and disaster recovery processes.
Microsoft core business applications (Windows OS, Server, Exchange, O365, SharePoint, Teams).
Azure/Entra management and cloud services administration.
VoIP systems implementation and support.
Email filtering, domain reputation monitoring, and remediation.
Active Directory, Group Policy management, permissions, and cloud storage.
Ability to resolve escalated desktop, network, and server issues
Use of diagnostic tools, event logs, and remote access software
Basic understanding of compliance/security standards
Scripting (PowerShell, Bash, Python for automation)
Additional Responsibilities:

Conduct on-site emergency installations of hardware, software, and networking equipment, including full system re-boot.
Monitor RMM dashboards and respond to SaaS and other alerts promptly.
Accurately document all incidents, resolutions, and service tickets.
Coordinate with third-party vendors for escalating client issues.
Assist Tier III engineers on field projects, if required.
Track and manage and properly document hardware inventory used during client visits.

Position Requirements:

Minimum of 4 years of Tier II experience within a Managed Service Provider (MSP) environment.
Experience supporting clients across multiple industries such as:
Construction

Financial / Legal

Healthcare / Dental

Automotive

Venture Capital

Manufacturing

Retail

Exposure to cloud environments (Azure AD, Intune, AWS basics)
Patch management and compliance awareness
Ability to validate backups and assist in recovery efforts
Proficient with endpoint security, antivirus/EDR platforms, and basic cybersecurity hygiene
Proficient in anti-spam/email filtering platforms (Barracuda)
Proficient in Microsoft 365 administration (Exchange Online, Teams, SharePoint, OneDrive)
Strong experience with Active Directory, Group Policy, and user/computer account management
Working knowledge of networking fundamentals (DNS, DHCP, TCP/IP, firewalls, VPNs)
Experience with RMM tools (Datto RMM preferred)
Valid drivers license, up-to-date insurance, and a clean driving record.
Availability for rotational on-call support (presently, about one week every six weeks).
Flexibility for occasional after-hours and weekend work.
Ability to work independently while managing multiple assignments.
Positive, collaborative attitude with a willingness to mentor junior team members.

Job Type: Full-time