Visual Edge IT · 10 hours ago
IT Support Technician Tier 2
United States
Full-time
Remote
Mid, Senior Level
$50K/yr - $70K/yr
5+ years expVisual Edge IT is a company that empowers businesses by providing innovative technology solutions. They are seeking an IT Support Technician Tier 2 to provide advanced technical and security-oriented support for managed clients, handling escalated incidents and service requests that require deeper technical expertise and strong troubleshooting skills.
Information ServicesInformation TechnologyService Industry
Responsibilities
Provide advanced technical and security-focused support for escalated incidents and service requests across managed client environments
Perform remote and onsite troubleshooting using structured diagnostic techniques to identify root cause, remediate issues, and reduce security risk
Respond to and assist with security-related incidents, including malware infections, suspicious activity, compromised accounts, and endpoint alerts
Support and maintain endpoint security solutions such as EDR, antivirus, email security, and endpoint protection platforms
Administer and troubleshoot identity and access controls, including MFA, conditional access, user permissions, and account security
Remediate and resolve complex workstation, network, and server-related issues with consideration for security best practices
Assist with vulnerability remediation, patching efforts, and configuration hardening across client environments
Analyze recurring technical or security issues and contribute to long-term fixes to reduce repeat incidents and risk exposure
Collaborate with Tier 1 technicians to assist with escalations, security triage, and proper ticket handoff
Escalate incidents to Tier 3 or specialized security resources when advanced expertise is required, providing detailed documentation and findings
Manage assigned tickets through their full lifecycle in accordance with SLAs, service desk standards, and security policies
Document incidents, resolutions, security findings, and procedures accurately within the ticketing system and knowledge base
Support and maintain client environments including user accounts, permissions, devices, core infrastructure components, and security configurations
Provide technical and security mentorship to Tier 1 technicians to improve overall service desk effectiveness and security awareness
Communicate clearly and professionally with clients regarding issue status, security risks, remediation steps, and preventative recommendations
Adhere to established processes, security standards, and best practices with strong attention to detail
Represent Visual Edge Technology professionally in all client, vendor, and internal interactions
Uphold and demonstrate commitment to Visual Edge Technology’s core values
Perform other duties as assigned in support of service delivery and operational goals
Qualification
Required
Bachelor's degree in computer technology or information systems, or equivalent combination of education and experience
Minimum of 5 years' experience working in a Technical Support Role & Managed Service Environment
Demonstrated experience supporting secure IT environments
Valid Driver License
Excellent written and verbal communication skills
Strong analytical and problem-solving abilities with a security-focused approach
Excellent organizational, planning, and documentation skills
Strong conflict resolution and customer service skills
Ability to explain technical and security concepts to non-technical users
Strong interpersonal and relationship-building skills
Process-oriented with great attention to detail
Proactive mindset toward risk identification and prevention
Preferred
CompTIA A+
CompTIA Network+
CompTIA Security+ (strongly preferred)
ITIL Foundation Certification
Microsoft Certified (e.g., Azure Fundamentals, Microsoft 365 Fundamentals)
Security-focused certifications such as Microsoft Security, Fortinet NSE, Cisco Security, or equivalent
Working knowledge of network security concepts, including VPNs, firewalls, and secure remote access
Experience administering Microsoft operating systems and Microsoft 365 environments with an emphasis on security controls
Experience supporting endpoint security solutions, including EDR, antivirus, and email security platforms
Hands-on experience with workstation imaging, secure deployment, and virtual machine creation
Experience enrolling and managing endpoints using Microsoft Intune and other device or configuration management platforms
Familiarity with MFA, conditional access, and identity security best practices
Ability to troubleshoot and support virtual desktop and application environments, including Citrix-hosted desktops and applications
Benefits
Work-Life Balance
Career Path
Insurance Benefits
401K
Company
Visual Edge IT
Visual Edge IT provides professionally managed IT services.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$40MKey Investors
Encina Capital Partners
2023-07-27Debt Financing· $40M
Leadership Team
James Hwang
Chief Executive Officer and Member Board of Directors
Monica Vinay
Chief Financial Officer
Recent News
2025-07-02
SecurityWeek
2025-01-22
2023-08-25
Company data provided by crunchbase