Technical Support
IT Support Technician II
You own the Tier 2 queue and coach the Technician I, and you deliver small projects end to end. This is the role our next engineers come from.
The job
The IT Support Technician II sits above Tier 1 and below the engineers. The role has two purposes: solving the problems a Technician I can't, and growing into an engineer.
You take the harder half of the queue, the desktop, Microsoft 365 and network problems that outlast first contact. You're also the first reader of escalations, deciding what needs an engineer and what goes back with coaching attached, which is how the whole team gets better instead of just busier.
This is a full-time, non-exempt position reporting to the Service Delivery Manager.
What you would be doing
- Own the Tier 2 queue: the problems that survived first contact and need real diagnosis
- Take escalations from the Technician I, and send back what they could have finished, with a note on how
- Administer Microsoft 365 at depth: Entra ID, Intune, conditional access, and the settings that only matter when they're wrong
- Diagnose network problems past the fundamentals, and know when the firewall is the answer
- Work on Windows Server under an engineer's direction, and learn why it's built the way it is
- Deliver small projects end to end: workstation rollouts, office moves and migration assists
- Coach the Technician I, and review their documentation to the standard everyone works from
- Travel to client sites across Lake, Geauga, Cuyahoga, Summit and Portage counties as scheduled
- Keep training, and take the certifications the company pays for
What you need
Applicants must meet all of the following.
- Three or more years of professional IT support experience, including time being the person others escalate to, formally or not
- Tier 2 diagnosis you can demonstrate: Windows troubleshooting past the script, Microsoft 365 administration, and networking beyond the fundamentals
- Active Directory and Entra ID administration in production
- The ability to explain a technical problem clearly to a business owner who never wanted to learn about it, in writing and on the phone
- A valid driver's license, a clean driving record and reliable transportation
- Legal authorization to work in the United States without sponsorship
- Able to work on-site full-time at the Painesville or Hudson office
What helps
- CompTIA Network+ or Security+, or Microsoft AZ-104 finished or in progress
- PowerShell beyond copying and pasting
- Windows Server administration
- Experience with a professional services automation platform and remote monitoring tools
- Time at a managed service provider, supporting many environments at once
What this role is not
- Not a service desk seat with a bigger number on it. The Tier 2 queue and the escalation filter are yours, along with the Technician I's growth
- Not engineering yet. Project ownership lives with the engineers, and you earn it by delivering the small ones well
- Not remote or hybrid. You're on-site five days a week, plus travel to client sites
- Not a place to stop talking to clients. The phone stays part of the job at every tier here
Where it goes
This role is built to produce our next Systems Engineers, and we mean that as a plan. The Systems Engineer role above you asks for three or more years of infrastructure experience, and this seat is where you get it: server work under direction and projects delivered end to end, with a certification budget pointed at the engineering track.
When an engineering seat opens, the Technician II who has mastered this job is the first person we look at.
What good looks like in six months
- The Tier 2 queue moving, without engineers pulled into work below them
- Escalations from the Technician I coming back as coaching, so they learn from them
- A small project delivered end to end, cleanly enough that nobody had to follow you
- Documentation the engineers trust without checking
- Visible progress toward the next certification
Working conditions
The job is split between the office and client sites. It involves lifting and carrying equipment up to 50 pounds and working under desks and in equipment closets, and you'll drive to client locations during the workday.
Benefits for every role
Every role at Tech Dynamix includes these benefits.
Health insurance
A group medical plan, with the company paying 50 percent of your premium. Dependents can be added at group rates.
Direct Primary Care
On top of the plan, the company pays for a membership with a primary care practice. Routine care means calling your doctor, not starting a claim.
401(k) matching
The company matches the first 3 percent of your pay dollar for dollar, then half of the next 2 percent. Put in 5 percent and the company puts in 4.
Paid time off
PTO accrues every pay period, and the rate grows with your length of service. Up to 80 hours carries into the next year.
Ten paid holidays
Six company holidays, plus four floating days a year that you choose and your supervisor schedules.
Paid weekly
Payday is every Friday, by direct deposit, for the week before. Most of this industry pays twice a month.
A schedule with some give
Eight hours inside an 8:00 a.m. to 6:00 p.m. window with a full hour for lunch. Eight to five and nine to six are both normal, and other shifts get approved.
Training and certification
Certifications paid for and time made for them, plus leadership tracks and internships.
Bereavement leave
Three paid days for an immediate family member, and one paid day for an extended family member, somebody you were close to, or a pet.
Mileage and expenses
Approved travel is reimbursed on a submitted log, and business expenses on itemized receipts. Your commute is not travel, and nobody pretends otherwise.
Donation matching
Give to a cause you care about and the company gives alongside you. What you support is yours to choose.
Referral program
Rewards for referrals, for everybody on the payroll rather than only the people in sales.
Apply for this role
Send your resume and a few sentences about why this role interests you. There's no account to create and no long form to fill out.
Equal employment opportunity
Tech Dynamix is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under federal, state, or local law. Reasonable accommodations are available on request during the application process. Ask, and it will be arranged.