Tier 2 – Technical Support Specialist
$55,000–$65,000 year
On-site · Lebanon, Indiana, United States
Job Summary
Tier 2 Technical Support Specialist provides in-depth technical support for incidents escalated from Tier 1, troubleshoot across operating systems, applications, and user environments, including network connectivity, VPN, and basic routing/switching, plus servers and cloud services. Acts as primary escalation point for Tier 1 technicians, documents patterns and resolutions, contributes to knowledge-base, mentors Tier 1 staff, and participates in post-incident reviews and after-hours rotations. Success is measured by incident resolution effectiveness, reduction of Tier 3 involvement, SLA adherence, documentation quality, and cross-team collaboration with Tier 3 engineers, vendors, and project teams.
Required Qualifications
- 3–5 years of IT support experience in a Service Desk or MSP environment
- Strong troubleshooting skills across workstations, servers, applications, and networks
- Experience working with ticketing systems and SLAs
- Ability to communicate technical issues clearly to non‐technical users
- Strong documentation and analytical problem‐solving skills
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