CyberTools, Inc. · 20 hours ago
Tier 2 Technical Support Specialist
Puyallup, WA
Full-time
Onsite
Mid Level
$65K/yr - $65K/yr
4+ years expCybertools, inc. is seeking a highly skilled and client-focused Tier II Support Technician to join their technical support team. This client-facing role involves delivering advanced technical support, troubleshooting a variety of IT issues, and helping clients maximize their technology investments and processes.
Information Technology
Responsibilities
Diagnose and resolve complex technical issues including, but not limited to:
Firewall configurations and network connectivity
Windows Active Directory and Group Policy troubleshooting
Domain namespace blacklisting and email deliverability
Peripheral device (printers, scanners) support
Exchange/O365 email failures and permissions
Backup and disaster monitoring & recovery procedures (local/cloud)
Virtualization environments (Hyper-V, VMWare)
Compliance and cybersecurity assessments
Analyze client environments to proactively recommend improvements that align with their operational needs
Provide Tier I escalation support and assist T1 technicians in resolving advanced issues
Manage and execute assigned technical projects from initiation to completion
Participate in on-call rotations to ensure after-hours client support
Assist in mentoring and training junior technicians
Engage in client discovery meetings to gather and document technical and functional requirements
Conduct on-site emergency installations of hardware, software, and networking equipment, including full system re-boot
Monitor RMM dashboards and respond to SaaS and other alerts promptly
Accurately document all incidents, resolutions, and service tickets
Coordinate with third-party vendors for escalating client issues
Assist Tier III engineers on field projects, if required
Track and manage and properly document hardware inventory used during client visits
Qualification
Required
Multi-industry MSP experience is required
Functional knowledge in ConnectWise Manage, IT Glue & Datto RMM is required
Minimum of 4 years of Tier II experience within a Managed Service Provider (MSP) environment
Excellent customer service skills with the ability to communicate technical concepts / solutions to non-technical users
Ability to excel in a fast-paced, team-driven Managed Service Provider (MSP) environment
Strong problem-solving abilities with a proactive approach to troubleshooting
Highly organized with the ability to self-manage tasks and prioritize effectively
Committed to documentation best practices and adherence to company processes
Continuous learner, staying current with evolving technologies and industry trends
Strong network auditing ability with experience in topology / network diagramming
Competence in process improvement within the department that would increase efficiency and productivity that leads to better customer service
Server installation, configuration, and support (physical & virtual environments)
Network configurations including VPN, switch and firewall setup, maintenance and troubleshooting
Local and cloud-based backup solutions and disaster recovery processes
Microsoft core business applications (Windows OS, Server, Exchange, O365, SharePoint, Teams)
Azure/Entra management and cloud services administration
VoIP systems implementation and support
Email filtering, domain reputation monitoring, and remediation
Active Directory, Group Policy management, permissions, and cloud storage
Ability to resolve escalated desktop, network, and server issues
Use of diagnostic tools, event logs, and remote access software
Basic understanding of compliance/security standards
Scripting (PowerShell, Bash, Python for automation)
Conduct on-site emergency installations of hardware, software, and networking equipment, including full system re-boot
Monitor RMM dashboards and respond to SaaS and other alerts promptly
Accurately document all incidents, resolutions, and service tickets
Coordinate with third-party vendors for escalating client issues
Assist Tier III engineers on field projects, if required
Track and manage and properly document hardware inventory used during client visits
Availability for rotational on-call support (presently, about one week every six weeks)
Flexibility for occasional after-hours and weekend work
Ability to work independently while managing multiple assignments
Positive, collaborative attitude with a willingness to mentor junior team members
Preferred
Ability to script will be considered an asset
Experience with RMM tools (Datto RMM preferred)
Exposure to cloud environments (Azure AD, Intune, AWS basics)
Patch management and compliance awareness
Proficient with endpoint security, antivirus/EDR platforms, and basic cybersecurity hygiene
Proficient in anti-spam/email filtering platforms (Barracuda)
Proficient in Microsoft 365 administration (Exchange Online, Teams, SharePoint, OneDrive)
Strong experience with Active Directory, Group Policy, and user/computer account management
Working knowledge of networking fundamentals (DNS, DHCP, TCP/IP, firewalls, VPNs)
Benefits
Dental insurance
Health insurance
Paid time off
Tuition reimbursement
Vision insurance
Company
CyberTools, Inc.
Library Services Platform including ILS/Integrated Library System, ERM/Electronic Resource Management, A-Z Lists.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase