Tier 2 Technician / Tier 2 desktop support / Tier 2 Technical Support / Tier 2 IT support

Job Description: Experienced Tier 2 Technician Managed Service Provider (MSP) | SVAM International

Job Title: Tier 2 Technician (Experienced)

Location: (On-site) NYC downtown

Job Type: Contractor

Estimated hourly rate: $35 per hour / 40 hours per week

Job Summary:

As an Experienced Tier 2 Technician at SVAM International, you will be the first line of technical support for our clients, providing high-quality assistance in a fast-paced, compliance-driven environment and will support and troubleshoot the existing network. Your responsibilities will include troubleshooting, resolving IT issues, maintaining security protocols, and ensuring regulatory compliance for our clients. The ideal candidate has prior experience in an MSP environment, strong technical skills, and a customer-first mindset.

Key Responsibilities:

• Provide remote and on-site IT support to clients in regulated industries.
• Manage and resolve Level 1 and 2 support tickets in a timely manner while ensuring excellent customer service.
• Troubleshoot and resolve hardware, software, and networking issues across multiple environments.
• Support Microsoft 365, Google Workspace, Windows, macOS, and various cloud-based applications.
• Assist with Microsoft Entra ID user management, password resets, and permissions management.
• Set up and configure workstations, printers, and peripheral devices.
• Support VoIP, VPN, firewalls, and other networking solutions with compliance and security best practices in mind.
• Configure, troubleshoot and support firewalls, switches, VLANs, access points, VPNs, VoIP.
• Ensure all IT support and operations align with compliance standards such as HIPAA, PCI-DSS, CMMC, and NIST frameworks.
• Work with security teams to enforce multi-factor authentication (MFA), endpoint protection, and data encryption policies.
• Support system updates, patching, and vulnerability management as per industry standards.
• Document all issues, solutions, and client interactions within the ticketing system.
• Escalate complex issues to Tier 3 as needed.
• Educate end-users on IT best practices, cybersecurity, and regulatory compliance requirements.
• Assist in compliance audits and remediation efforts as needed.

Required Qualifications:

• Experience: 3-5 years of IT support experience in an MSP environment handling multiple clients.
• Technical Skills:
  • Strong knowledge of Windows OS, macOS, and basic Linux troubleshooting.
  • Experience supporting Microsoft 365 (Exchange, Teams, SharePoint, OneDrive).
• Understanding networking concepts (IP addressing, DNS, DHCP, VPN, VLANs, firewalls, routing, switching, access ports, trunk ports) - Mandatory
• Hands-on experience configuring and troubleshooting firewalls (including Firewall and NAT rules), switches, VLANs, access points, VPNs, and VoIP systems. Experience with SonicWALL devices is preferred - Mandatory
• Familiarity with network monitoring tools and interpreting logs to identify and resolve connectivity issues - Mandatory
• Ability to implement and maintain secure network architectures, including segmentation and proper access controls, is advantageous.
  • Basic Active Directory and Group Policy administration.
  • Experience with Microsoft Entra ID and Intune for endpoint management.
  • Experience with Remote Monitoring & Management (RMM) tools.

• Soft Skills:

• Excellent verbal and written communication skills.
• Strong problem-solving abilities and a proactive, detail-oriented mindset.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong customer service skills with a focus on compliance and security.
• Attention to detail in compliance and documentation.

Preferred Qualifications (Not Required, but a Plus):

• Certifications:

• CompTIA A+, Network+, Security+
• Microsoft (MCP, MS-900, AZ-104)

• Experience with:

• PSA tools like ConnectWise, Autotask, or Halo
• Compliance frameworks such as HIPAA, PCI-DSS, NIST, CMMC
• Backup and Disaster Recovery (BDR) solutions
• Scripting (PowerShell) for automation
• Knowledge of SIEM, XDR or EDR solutions (e.g., SentinelOne, CrowdStrike, Microsoft Defender)