Tier 2 Technical Support Specialist

*About Us*Read the overview of this opportunity to understand what skills, including and relevant soft skills and software package proficiencies, are required.Engler IT is a fast-paced and dynamic workplace that focuses on delivering favorable outcomes for our clients. As a results-driven Managed IT Services Provider on the cutting edge of technology and service delivery, we serve many small businesses throughout Maryland, DC, and Northern Virginia. We're seeking a Tier 2 Support Specialist who can back up our Texas-based support desk and act as boots on the ground when needed. Often, half or more of this position can be performed remotely.*Why Join Engler IT? ** *Innovative Projects*Engler IT is at the forefront of implementing modern IT solutions. As a Tier 2 Technician, you will work on more advanced support cases, system implementations, and technical configurations that challenge your skills and expand your capabilities.* *Collaborative Culture*We foster a culture of teamwork where technicians, engineers, and consultants collaborate daily "” including our support desk team in Texas. The best solutions come from collective expertise, open communication, and shared goals.* *Professional Growth*Your development is important to us. Engler IT provides ongoing training, mentorship, and advancement opportunities, helping you continue your technical progression toward senior roles or specialized engineering tracks.* *Competitive Compensation*We value your experience. Engler IT offers competitive salaries, benefits, and performance-based incentives.*Job Overview*We are seeking a dedicated *Technical Support Specialist* to provide expert assistance and troubleshooting for our IT infrastructure and end-user systems. This role involves resolving technical issues, managing computer hardware and software, and ensuring seamless operation across various platforms. The ideal candidate will possess strong communication skills, a customer-focused approach, and a solid understanding of IT support processes. This position offers an opportunity to work in a dynamic environment supporting diverse technologies including Windows, macOS, Andoid, iOS, and network systems.*Responsibilities** Provide technical support to end-users via help desk tickets, phone, or email, ensuring timely resolution of issues* Troubleshoot hardware and software problems across multiple operating systems including Windows, macOS, Andoid, and iOS.* Manage computer management tasks such as software installation, updates, and configuration* Support network infrastructure including LAN, VPNs, firewalls, and LAN connectivity issues* Assist with desktop support tasks such as printer setup, peripheral configuration, and user account management* Utilize ITSM tools like BMS, VSA, and IT Glue to document incidents and track resolutions* Perform troubleshooting for software applications including Microsoft Office suite and other enterprise tools* Support IT infrastructure components such as servers, Microsoft 365, Azure, Google Workspace, and operating system environments* Communicate effectively with end-users to understand issues and provide clear solutions or escalate as needed* Maintain documentation of technical procedures and solutions for future reference*Qualifications** Proven experience in *IT support*, *help desk*, or *desktop support* roles with a focus on *computer management* and troubleshooting* Strong knowledge of *operating systems* including *Windows*, *macOS*, *Andriod*, and *iOS*. xijylhu * Familiarity with *networking concepts* such as LAN/WAN, VPNs, firewalls, and basic network troubleshooting* Experience with *software troubleshooting*, especially in Microsoft Office applications* Knowledge of *IT infrastructure* components including servers, hardware components, and network devices* Proficiency with ticketing systems like *Kaseya BMS* is preferred* Excellent *communication skills* with the ability to explain technical issues clearly to non-technical users* Ability to work independently or as part of a team in a fast-paced environment* Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are advantageousThis role is ideal for individuals passionate about technology support who thrive on solving complex problems while delivering exceptional customer service.Job Type: Full-timePay: $60,000.00 - $80,000.00 per yearBenefits:* Dental insurance* Flexible schedule* Health insurance* Paid time off* Professional development assistance* Referral program* Vision insuranceWillingness to travel:* 50% (Required)Work Location: Hybrid remote in Annapolis, MD 21401

Created: 2025-12-03