Lebanon, Indiana, United States · On-site
$55k–$65k/yr
Role Overview The Tier 2 Technical Support Specialist provides in‑depth technical support for incidents and service requests escalated from Tier 1. This role requires strong analytical troubleshooting skills, the ability…
Skills: Technical Troubleshooting, Incident Resolution, Network Connectivity, VPN, Cloud Services
Lebanon, Indiana, United States • On-site
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Provide advanced technical support for escalated incidents involving systems, networks, and applications. Focus on root-cause diagnosis, documentation, and mentoring Tier 1 technicians to reduce recurring issues.
Requires 3-5 years of IT support experience in a Service Desk or MSP environment. Must possess strong analytical troubleshooting skills and the ability to communicate technical issues to non-technical users.
Role Overview
The Tier 2 Technical Support Specialist provides in‑depth technical support for incidents and service requests escalated from Tier 1. This role requires strong analytical troubleshooting skills, the ability to resolve more complex system, network, and application issues, and a focus on root‑cause diagnosis and incident
reduction. Tier 2 serves as a key bridge between frontline support and expert‑level engineering.
Key Responsibilities
Advanced Incident Resolution
Escalation & Problem Management
Documentation & Knowledge Sharing
Mentorship & Collaboration
Key Result Areas (KRAs) & Performance Measures
KRA 1: Escalation Resolution Effectiveness
Measures
KRA 2: Incident Reduction & Stability
Measures
KRA 3: SLA & Process Compliance
Measures
KRA 4: Documentation & Knowledge Contribution
Measures
KRA 5: Team Support & Mentorship
Measures
Required Skills & Qualifications
Required
Preferred
Career Progression
Why This Role Matters
Tier 2 technicians significantly influence:
Providers of quality support for your academic and commercial network environment. Integrity Network Solutions, Inc. believes that its business can be managed in such a way that benefits both this company and the school corporations and businesses it serves. Integrity also intends to be more than just a company with customers or an employer with employees. The goal is to create an atmosphere, a culture if you will, of respect and trust. This culture will produce leadership that cares about relationships, and more importantly, about people. Leadership will not be driven by greed, but by the desire to bless others. The key to filling this need successfully is a strong Christ-centered foundation, built upon by highly qualified men and women of character and integrity. By doing this Integrity believes it can offer one of the best working environments, and give customers the highest quality of service they can find.
Offices: 417 Lafayette Ave., Lebanon, IN 46052, US
Providers of quality support for your academic and commercial network environment. Integrity Network Solutions, Inc. believes that its business can be managed in such a way that benefits both this company and the school corporations and businesses it serves. Integrity also intends to be more than just a company with customers or an employer with employees. The goal is to create an atmosphere, a culture if you will, of respect and trust. This culture will produce leadership that cares about relationships, and more importantly, about people. Leadership will not be driven by greed, but by the desire to bless others. The key to filling this need successfully is a strong Christ-centered foundation, built upon by highly qualified men and women of character and integrity. By doing this Integrity believes it can offer one of the best working environments, and give customers the highest quality of service they can find.
Offices: 417 Lafayette Ave., Lebanon, IN 46052, US
