Support Desk Technician (Tier 2) - Remote

Overview

The Support Desk Technician (Tier 2) at Proper Sky is a key member of our service delivery team, responsible for resolving complex technical issues, supporting escalations, and ensuring a seamless IT experience for our clients. This role requires a strong technical foundation in Microsoft 365, networking, and server administration, paired with exceptional communication skills and a client-first mindset. You’ll troubleshoot advanced support tickets, mentor junior technicians, and contribute to documentation and process improvements. The ideal candidate is a proactive, solutions-driven professional who thrives in a fast-paced MSP environment and is committed to service excellence.

In Short

• Assess urgency and impact of technical issues for appropriate resolution.
• Triage assigned tickets based on urgency and impact.
• Diagnose and resolve complex end-user issues.
• Troubleshoot server and network-related issues.
• Mentor Tier 1 and junior technicians.
• Maintain accurate documentation in ConnectWise and Hudu.
• Provide professional communication to clients.
• Ensure customer satisfaction by meeting SLAs.
• Identify root causes and propose permanent fixes.
• Collaborate with project teams on migrations and upgrades.

Requirements

• Strong technical foundation in Microsoft 365, networking, and server administration.
• Exceptional communication skills.
• Experience in troubleshooting complex technical issues.
• Ability to mentor junior technicians.
• Proactive and solutions-driven mindset.
• Experience in a fast-paced MSP environment.

Benefits

• Opportunity to work in a dynamic team.
• Professional development and mentorship opportunities.
• Engagement with diverse technical challenges.
• Commitment to service excellence.