Tier 2 Technical Support

Link Technologies - Las Vegas, NV

Full-time - Mid Level

Remote - Las Vegas, NV

Professional, Scientific, and Technical Services

About the position

Link Technologies is seeking a Tier 2 Technical Support professional to join their team in Las Vegas, NV. This role involves providing advanced technical support for various IT issues, including hardware, software, and network-related problems. The ideal candidate will have significant experience in IT support, particularly in Tier 2 and Tier 3 issues, and will be responsible for diagnosing and resolving complex technical challenges while ensuring excellent customer service.

Responsibilities

• Respond to and resolve escalated technical issues from Tier 1 support, including hardware, software, and network-related problems.
• Provide remote and on-site technical support for desktops, laptops, servers, network devices, and cloud environments.
• Diagnose and troubleshoot complex technical issues across various systems (Windows, Mac, Linux, etc.).
• Perform root cause analysis and implement long-term fixes for recurring issues.
• Configure, maintain, and troubleshoot servers (Windows 2012-Current), workstations (Windows 10/11), and network infrastructure for multiple clients.
• Support and manage Active Directory, DNS, DHCP, Group Policy, Microsoft Exchange environments, Domain Controllers, and File Servers.
• Perform upgrades and patch management for client systems, ensuring security and operational efficiency.
• Manage, monitor, and troubleshoot client network environments including firewalls, switches, routers, VPNs, and wireless networks.
• Provide support for cloud environments such as Microsoft 365, Azure, and AWS.
• Collaborate with clients to understand their IT needs and provide technical advice for infrastructure improvements.
• Maintain detailed documentation of work performed, including configuration changes, technical procedures, and client environment specifics.
• Provide mentorship and guidance to Tier 1 and Tier 2 technicians.

Requirements

• Minimum three (3) to five (5) years of experience in IT support or related technical roles with significant exposure to Tier 2 and/or Tier 3 issues.
• Well-versed with Windows Server, Active Directory, Group Policy, and Microsoft 365 (administration and troubleshooting).
• Proven ability to troubleshoot and configure network infrastructure (firewalls, switches, VPNs, wireless access points).
• Experience with virtualization technologies (e.g., VMware, Hyper-V).
• Proficient understanding of backup solutions and disaster recovery practices.
• Excellent troubleshooting and problem-solving skills.
• Strong communication skills, both written and verbal, with a focus on delivering excellent customer service.
• Ability to work independently or as part of a team, managing multiple priorities in a fast-paced environment.
• Willingness to learn and adapt to new technologies and systems.

Nice-to-haves

• Experience supporting Azure or AWS environments.
• Familiarity with RMM (Remote Monitoring and Management) tools (e.g., ConnectWise Automate, N-able, etc.).
• Experience with Scripting (PowerShell, Bash) to automate tasks.
• CompTIA Network+, CompTIA Security+, MCSA, or similar certifications are highly preferred.

Benefits

• Health insurance