BestLogic Staffing ยท 1 month ago
Tier 2 IT Support Specialist
Manchester, Connecticut, United States
Full-time
Onsite
Entry, Mid Level
2+ years expBestLogic Staffing is seeking a Tier 2 IT Support Specialist to provide advanced troubleshooting and support for complex hardware, software, and network issues. The role involves system administration, network management, and mentorship of Tier 1 Help Desk staff to ensure efficient operations and resolution of client issues.
Human ResourcesRecruitingStaffing Agency
Responsibilities
Diagnose and resolve complex hardware, software, and network issues requiring deep technical expertise
Perform root-cause analysis to prevent recurring incidents
Manage and maintain user accounts, permissions, and security policies in Active Directory and Microsoft 365
Support and execute backup processes, disaster recovery procedures, and system restorations
Troubleshoot connectivity issues across VPNs, DNS, DHCP, VLANs, firewalls, WiFi access points, and switching infrastructure
Assist in configuring and optimizing network equipment to ensure reliable performance
Maintain detailed and accurate records of support requests, resolutions, and system changes
Contribute to the development of internal knowledge bases, SOPs, and continuous improvement initiatives
Support and mentor Tier 1 Help Desk staff by providing guidance and technical escalation assistance
Coordinate with third-party vendors, MSP partners, and Level 3 engineers to resolve advanced issues
Prioritize and manage ticket queues effectively, ensuring timely resolution of client issues
Potentially oversee daily help desk operations or act as a team lead to support workflow and team efficiency
Qualification
Required
24 years of experience in IT support or help desk roles
Strong knowledge of Windows/macOS, Microsoft 365, Active Directory, and Azure AD
Understanding of network protocols, firewall management, VPN technologies, DNS/DHCP, VLANs, and WiFi systems
Experience with RMM tools such as DATTO is essential
Excellent customer service and communication abilities in a fast-paced, client-facing environment
Strong problem-solving skills, attention to detail, and the ability to remain composed under pressure
Preferred
Prior experience in a Managed Service Provider (MSP) environment is highly desirable
Bachelors degree in Information Technology or a related field is a plus
Relevant certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified Professional (MCP) are preferred
Experience supporting dental industry applications, including imaging systems and practice management software, is a significant advantage
Company
BestLogic Staffing
BestLogic Staffing connects reputable employers with motivated and qualified job seekers from a variety of industries.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Aldin Beslagic
General Manager | Founder
Company data provided by crunchbase