Tier 2 – Technical Support Specialist

Job description

Role Overview The Tier 2 Technical Support Specialist provides in‑depth technical support for incidents and service requests escalated from Tier 1. This role requires strong analytical troubleshooting skills, the ability to resolve more complex system, network, and application issues, and a focus on root‑cause diagnosis and incident reduction. Tier 2 serves as a key bridge between frontline support and expert‑level engineering. Key Responsibilities Advanced Incident Resolution Resolve escalated incidents that exceed Tier 1 scope Troubleshoot issues involving: Operating systems, applications, and user environments Network connectivity, VPN, and basic routing/switching Servers, cloud services, and business‑critical systems Apply structured troubleshooting and diagnostic techniques Escalate to Tier 3 when issues require engineering‑level expertise Escalation & Problem Management Serve as primary escalation point for Tier 1 technicians Identify root causes of recurring incidents Document patterns, resolutions, and preventive steps Participate in post‑incident reviews and corrective actions Documentation & Knowledge Sharing Create and maintain Tier 2 knowledge base articles Improve existing documentation to reduce repeat tickets Ensure accurate, detailed ticket documentation Share technical findings with Tier 1 and Tier 3 teams Mentorship & Collaboration Provide technical guidance and coaching to Tier 1 technicians Collaborate with Tier 3 engineers, vendors, and project teams Support transition of projects into steady‑state support Participate in on‑call or after‑hours escalation rotations as required Key Result Areas (KRAs) & Performance Measures KRA 1: Escalation Resolution Effectiveness Measures Resolution time for Tier 2 escalated tickets Percentage of escalations resolved without Tier 3 involvement Quality of root‑cause identification KRA 2: Incident Reduction & Stability Measures Reduction in repeat or recurring incidents Effectiveness of preventive fixes Improved system or service reliability KRA 3: SLA & Process Compliance Measures SLA adherence on escalated incidents Proper severity classification and escalation handling Compliance with support and security policies KRA 4: Documentation & Knowledge Contribution Measures Quality and usefulness of knowledge base articles Accuracy and completeness of ticket documentation Reduced Tier 1 escalations due to improved documentation KRA 5: Team Support & Mentorship Measures Tier 1 feedback and support effectiveness Quality of technical guidance provided Contribution to team skill development Required Skills & Qualifications Required 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 Preferred Experience in an MSP or multi‑client environment Familiarity with cloud platforms, security tools, and vendor support processes Relevant technical certifications or equivalent hands‑on experience Career Progression This role serves as the primary pipeline for Tier 3 – Senior Technical Engineer Advancement is based on technical depth, root‑cause effectiveness, documentation quality, and mentorship impact Why This Role Matters Tier 2 technicians significantly influence: SLA performance Customer satisfaction Reduction of reactive support The efficiency of Tier 3 resources