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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing Tier 2 technical support, including troubleshooting and resolving incidents related to Windows environments, Microsoft 365 administration, and network devices. Capable of managing multiple tasks in a high-volume setting while maintaining strong customer relationships and documentation practices.
Highest-signal resume keywords
Windows Desktop SupportMicrosoft 365 AdministrationActive Directory ManagementTCP/IP NetworkingCustomer Service Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Windows 10/11Windows Server 2012/2016/2019+Active DirectoryDNSDHCPGroup PolicyRMM ToolsNetwork TroubleshootingBackup/DR SolutionsVirtualization
Soft Skills
Analytical SkillsProblem-Solving SkillsCommunication SkillsSelf-MotivatedCollaboration Skills
Tools & Technologies
Microsoft Exchange OnlineMicrosoft TeamsOneDriveVPNFirewallsRemote Support ToolsMonitoring PlatformsEndpoint ProtectionMFAEmail Security
Certifications & Qualifications
CompTIA Network+CompTIA Security+CompTIA Server+Microsoft Certifications
Industry Keywords
Managed Services ProviderMulti-Client SupportCloud ServicesData ProtectionSystem Hardening
Tech Stack
Tools & technologiesAzureCloudDNSFirewallsTCP/IPVMware
About the role
Key responsibilities & impact- Provide Tier 2 support via phone, ticketing system, email, and remote tools
- Troubleshoot and resolve escalated incidents involving workstations, servers, networks, and cloud services
- Own tickets through resolution with timely communication and documentation
- Collaborate with Tier 1 and Tier 3 resources on complex issues and knowledge transfer
- Support and maintain Microsoft Windows Server and desktop environments, including AD, DNS, DHCP, GPO, and file/print services
- Administer Microsoft 365, Exchange Online, Teams, OneDrive, and related services
- Perform user and group administration across systems
- Assist with switches, firewalls, wireless, VPN, and other network devices
- Monitor client environments using RMM and monitoring tools; respond to alerts and remediate issues
- Perform patching, updates, backups, AV/EDR checks, and capacity management
- Participate in migrations, standardization, and new deployment projects
- Create and maintain SOPs, documentation, and knowledge base articles
- Support endpoint protection, MFA, email security, and backup/recovery solutions
- Respond to security alerts and incidents according to established playbooks
- Follow system hardening, access control, and data protection best practices
- Mentor Tier 1 technicians and improve tools, processes, and service delivery
- Maintain customer relationships through responsiveness, quality, and professionalism
Requirements
What you’ll need- 3+ years of experience in a technical support, systems administration, or MSP/help desk role (Tier 2 equivalent)
- Strong experience with Windows desktop (Windows 10/11) and Windows Server OS (2012/2016/2019+)
- Experience with Active Directory, DNS, DHCP, and Group Policy
- Microsoft 365 administration, including Exchange Online, Teams, and basic security/compliance settings
- Experience with remote support tools and RMM/monitoring platforms
- Solid understanding of TCP/IP networking, VLANs, VPN, and basic firewall concepts
- Experience troubleshooting common business applications, printers, and peripherals
- Excellent customer service, communication, and documentation skills
- Ability to prioritize and manage multiple tickets and tasks in a high-volume environment
- Must be authorized to work in the United States
- Preferred: Managed Services Provider (MSP) or multi-client support experience
- Preferred: Microsoft Azure, Intune/Endpoint Manager, or other cloud platform experience
- Preferred: Common firewall vendors such as Watchguard, Fortinet, or Palo Alto
- Preferred: Backup/DR solutions and virtualization, including Veeam, Commvault, Datto, VMware, or Hyper-V
- Preferred: Security tools including EDR, email security gateways, and web filters
- Preferred: Relevant certifications such as CompTIA Network+, Security+, Server+, Microsoft certifications, or vendor certifications
- Strong analytical and problem-solving skills
- Customer-focused mindset and ability to explain technical issues in business-friendly terms
- Self-motivated and able to work independently in a remote environment
- Ability to collaborate effectively across functions and levels
- Willingness to learn new technologies and continuously improve
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience
Benefits
Comp & perks- Paid time off including paid holidays and floating holidays
- 100% remote work with no plans of returning to the office
- Bonus potential based on individual and company performance
- Highly competitive and flexible medical, dental, and vision benefits plans
- 401(k) with employer match
- Tailored Life and Disability insurance plans
- Full reimbursement for approved professional certification and career enriching opportunities
- Training program to enhance education and develop skillsets
- Career path into new technology and senior positions