Tier II Technical Support Specialist

DenaliTEK is looking for a driven and client-focused Tier 2 Service Technician to join our Operations team. This role is ideal for someone who thrives in a fast-paced MSP environment, enjoys solving technical problems, and takes pride in delivering exceptional customer service.

As a Tier 2 Service Technician, you’ll serve as a trusted escalation point for client support issues while helping maintain the high standards and “White Glove Service” experience our clients expect from DenaliTEK.

What You’ll Do

Client Support & Ticket Management

• Troubleshoot and resolve desktop, Microsoft 365, networking, and user support issues
• Manage and prioritize service tickets while maintaining accurate documentation
• Deliver timely, professional communication to clients throughout the support process
• Escalate complex infrastructure or vendor-related issues appropriately
• Ensure tickets meet SLA expectations and internal quality standards

Technical Responsibilities

• Support Windows workstations, printers, peripherals, and business applications
• Assist with onboarding/offboarding tasks, account setup, permissions, and device deployments
• Troubleshoot networking issues involving TCP/IP, DNS, DHCP, VPNs, wireless, and switching
• Support firewalls, access points, and remote access solutions
• Assist with deployments, upgrades, and maintenance projects

Team Collaboration

• Work closely with all departments
• Contribute to knowledge base documentation and process improvement initiatives
• Help reinforce documentation standards and operational best practices
• Participate in team meetings and ongoing training opportunities

Requirements

Required Qualifications

• 2+ years of IT support experience in an MSP or multi-client environment
• Strong troubleshooting skills across Windows environments and Microsoft 365
• Working knowledge of networking fundamentals and business IT systems
• Excellent communication and customer service skills
• Strong organizational skills and ability to manage multiple priorities
• CompTIA A+, Network+, or equivalent experience

Preferred Qualifications

• Experience with ConnectWise Manage/Automate, IT Glue, or similar PSA/RMM platforms
• Microsoft 365 administration experience
• Familiarity with Sophos, firewalls, wireless systems, and endpoint security
• Microsoft or CompTIA certifications
• Experience supporting SMB environments

Benefits

• 100% company-paid medical, dental, and vision insurance
• 401(k) with company contribution
• 4 weeks of PTO annually, plus 7 paid holidays
• Reimbursements for mileage, parking, internet, and cell phone
• A no-drama, no-politics environment that values performance and integrity

We're an equal opportunity employer.