Description
Overview

The Tier 2 Technician serves as the primary escalation point above Tier 1 support and is responsible for day-to-day technical delivery across Microsoft 365, Google Workspace, networking, and client onboarding activities. This role operates independently within established standards and escalates only architecture, security, and advanced engineering decisions to the CTO.


Key Responsibilities

Tier 1 Escalations

+ Resolve escalated support tickets and assist with inbound support requests.

+ Provide technical guidance to Tier 1 staff.

+ Review ticket quality and documentation accuracy.

Microsoft 365 Administration

+ User provisioning, licensing, and offboarding.

+ Manage Exchange Online, SharePoint, OneDrive, Entra ID, and Intune environments.

+ Perform routine security administration, including MFA enrollment, account lockouts, and inbox rule audits.

Google Wor...