TAC TIER 2 TECHNICIAN

Job Overview

We are seeking a highly skilled and motivated TAC Tier 2 Technician to join our dynamic technical support team. In this role, As a TAC Tier 2 Technician at Kryonyx, you will operate within our Technical Assistance Center (TAC) as a technical resource for end-user and infrastructure support across Kryonyx's client base. This role combines advanced endpoint, Microsoft 365, identity, and server support with escalation handling and thorough technical documentation of the work performed.

Responsabilities

• Provide first- and second-level technical support to end users across Kryonyx client accounts via phone, email, ticketing system, remote support tools, and on-site visits.
• Diagnose and resolve complex hardware, software, application, and connectivity issues on desktops, laptops, printers, mobile devices, and other IT equipment across Windows and macOS environments.
• Administer Microsoft 365 tenants, including Exchange Online, SharePoint Online, OneDrive, and Teams — mailbox and license management, shared mailboxes, distribution groups, retention, and mail flow troubleshooting.
• Perform message trace and mail flow analysis, and troubleshoot spam, quarantine, transport rules, and email authentication issues (SPF, DKIM, DMARC).
• Administer identity and access across client environments — Microsoft Entra ID and on-premises Active Directory — including user lifecycle (onboarding, changes, offboarding), group membership, permissions, MFA, conditional access, and password and account lockout resolution.
• Manage endpoint configuration and compliance through Microsoft Intune and equivalent management platforms, including device enrollment, policy assignment, application deployment, and remediation of non-compliant devices.
• Install, configure, and update operating systems, security agents, business applications, and productivity tools across workstations and mobile devices.
• Perform other duties as assigned or requested.

Minimum Qualifications

• Associate degree in Information Technology, Computer Science, or a related field (or equivalent professional experience).
• Minimum of three (3) to five (5) years of experience in a technical support or service desk role, preferably in a Tier 2 or equivalent position within an MSP or multi-client environment.
• Microsoft certifications (MD-102, MS-102, AZ-104, or equivalent) are strongly preferred; CompTIA, Fortinet, and other relevant industry certifications are a plus.
• Demonstrated experience administering Microsoft 365 tenants in production, including Exchange Online, SharePoint Online, Teams, licensing, and mail flow troubleshooting.
• Strong hands-on experience with Microsoft Entra ID and on-premises Active Directory — user and group management, Group Policy, MFA, conditional access, and identity troubleshooting.
• Experience with endpoint management platforms (Microsoft Intune or equivalent), including device enrollment, compliance policy, and application deployment.
• Working knowledge of Windows Server administration, including AD DS, DNS, DHCP, file and print services, and server patching and maintenance.
• Experience supporting virtualization platforms and backup / business continuity solutions, including restore and recovery procedures.
• Solid understanding of networking fundamentals — TCP/IP, DNS, DHCP, VLANs, VPN connectivity, and wireless — sufficient to isolate client-side issues and escalate appropriately to the NOC.
• Working proficiency using PSA and RMM platforms (Autotask, Datto RMM, or equivalent) as a technician — ticket documentation, time entry, alert response, and remote remediation.
• Proficiency in Windows and macOS operating systems and common business applications (Microsoft 365, productivity suites).
• Hands-on experience troubleshooting desktops, laptops, servers, printers, mobile devices, and other peripherals.
• Scripting or automation familiarity (PowerShell preferred) sufficient to build and adapt routine administrative and remediation tasks.
• Fully bilingual in Spanish and English, with strong verbal and written communication skills in both languages.
• Ability to explain technical concepts clearly to both technical peers and non-technical client stakeholders.
• Strong customer-facing communication skills appropriate for direct interaction with client stakeholders.
• Strong problem-solving and analytical skills with the ability to handle complex technical issues under pressure.
• Strong documentation skills and discipline.
• Ability to work independently and collaboratively within a team environment.
• Customer service-oriented mindset with a focus on delivering a positive client experience.
• Ability to lift up to 50 lbs and work in physical infrastructure environments when on-site support is required.
• Valid driver's license and access to a functioning motor vehicle for travel to client job sites as required.
• Willingness to learn and work in a hands-on, fast-paced MSP environment.

Join our team if you’re passionate about solving complex technical challenges with energy and precision! We value proactive problem-solvers who thrive in fast-paced environments while delivering top-tier service. This position offers a rewarding career path for those eager to grow their expertise in electrical diagnostics and electronic systems maintenance—empowering you to make a real impact every day!

Pay: $12.00 - $12.01 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance

Work Location: In person