Tier 2 Technician - United States - The Squires Group

    The Squires Group
    The Squires Group United States

    1 day ago

    Description
    Overview
    The Squires Group is seeking a highly organized and detail-oriented professional to provide Tier 2 Technician support for our local client. This role is primarily remote, with occasional in-person company meetings and events within the DC metropolitan area. Candidates must be local to the DC area.
    Responsibilities
    • Provide advanced technical support to end users in both remote and on-site client environments, serving as a senior escalation resource rather than front-line support.
    • Own and resolve complex, escalated technical issues, ensuring timely remediation and long-term stability of client systems.
    • Administer, configure, patch, and maintain Windows and macOS operating systems across client environments.
    • Deploy, configure, and support endpoint hardware, peripherals, and associated infrastructure in alignment with client standards.
    • Evaluate user and system requirements, diagnose underlying issues, and implement preventative and proactive measures to reduce repeat incidents.
    • Interact with clients in a professional, consultative manner, both remotely and on-site.
    • Operate independently with minimal supervision while meeting performance, quality, and SLA expectations.
    • Manage and prioritize technical requests submitted via ticketing systems, phone, and email, with a focus on escalations and higher-complexity work.
    • Maintain accurate and up-to-date technical documentation, including system changes, configurations, and procedures.
    • Ensure the security, integrity, and confidentiality of client data at all times.
    • Develop user-facing documentation such as operational guides, reference materials, and best-practice instructions.
    Technical & Administrative Focus Areas
    • Advanced Troubleshooting & Escalation Management:
      Diagnose and resolve complex issues, including DNS failures, VPN configurations, application integrations, database-related issues, and server-level modifications.
    • Incident Ownership & Root Cause Analysis:
      Lead incidents from identification through resolution, performing root cause analysis and implementing corrective actions to prevent recurrence.
    • Network Administration & Troubleshooting:
      Diagnose and remediate network connectivity issues involving firewalls, switches, wireless access points, routing, and VPN technologies.
    • Server Administration:
      Perform routine server administration and maintenance tasks, including configuration changes, updates, monitoring, and issue resolution.
    • End-User Enablement & Training:
      Provide guidance and training to users to improve system usage, security awareness, and overall productivity.
    • Documentation & Knowledge Management:
      Contribute to and enhance internal knowledge bases and documentation to support operational consistency and team efficiency.
      • Qualifications
      • Hands-on experience provisioning, administering, and troubleshooting various components of Office 365, including but not limited to SharePoint, Teams, Exchange Online, Entra ID, Intune, and related services.
      • Expertise with networking protocols and equipment such as physical and virtual firewalls, Layer 2/3 switches, DNS, DHCP, TCP/IP, and more.
      • Have familiarity with Microsoft Dynamics applications.
      • Exhibit strong career ambition with a clear drive to achieve long-term professional goals.
      • Embrace lifelong learning with a genuine passion for acquiring new knowledge and skills.
      • Maintain a proven record of executional excellence and consistent high performance.
      • Bring 4+ years of experience in customer service or the service industry.
      • Bring 4+ years of experience providing technical support.
      • Possess at least 3 years of Managed Service Provider (MSP) experience.
      • Hold or be actively pursuing a BA/BS in Computer Science or a related discipline, or relevant technical certifications.
      • Maintain a valid driver's license, reliable vehicle, and active insurance.
      Check out our Referral Program
      The Squires Group will pay you for every qualified professional that you refer and we place. If you see a position posted by The Squires Group and know the perfect person for the job, please send us your referral. For more information, go to
      #LI-EK1

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Tier 2 technician