Tier 2 IT Support Technician Location: Remote Experience Required: 5-10 Years Estimated Salary Range: $2,000 - $3,000 USD/month Primary Role Provide advanced technical support to clients, handling escalated issues from Tier 1 support and ensuring timely resolution of more complex technical problems related to Microsoft 365, system performance, hardware, connectivity, and third-party software applications. Key Responsibilities Handle escalated service requests involving deeper system diagnostics or multi-layered issues Troubleshoot complex problems involving servers, networking, cloud integrations, and advanced configurations Act as a subject matter expert for Tier 1 staff and assist in training and mentoring Create and update internal documentation, SOPs, and knowledge base articles Communicate technical solutions clearly and professionally to end users and internal teams Participate in system maintenance tasks such as patching, updates, monitoring, and backups Work collaboratively with Tier 3 engineers on persistent or critical system issues Required Skills and Qualifications Exceptional spoken and written English Proficient in Microsoft 365 administration, Windows OS, and networking fundamentals Strong diagnostic and problem-solving abilities with both hardware and software Familiarity with VoIP systems, SharePoint, OneDrive, and remote desktop tools Experience with Active Directory, DNS/DHCP, and network troubleshooting tools 5 - 10 years of experience in IT support or help desk environments Relevant certifications (e.g., CompTIA Network+, Microsoft 365 Admin, or similar) strongly preferred