Support Technician; Level 2​/Tier 2

System Support Technician (Tier
2)

Location: Remote
Type: Full-Time
Work Hours: US Central MT (5 PM to 1 AM / 2 AM SAST)

Netsurit is a global Managed Services Provider (MSP) empowering clients to grow, innovate, and secure their businesses through technology. With teams across the US and South Africa, our mission is to support the Dream of the Doers while delivering exceptional IT services and client experiences.

We are looking for a customer-focused, technically strong System Support Technician (Tier
2) to join our growing IT support team in Albuquerque.

This role is perfect for someone who enjoys solving problems, helping users, and growing into advanced technical work. You’ll handle frontline support, triage tickets, and also work on escalations, network/server issues, security alerts, and deployments.

You’ll be a critical part of delivering an excellent end-user experience while working in a fast-paced, professional MSP-style environment.

• Handle inbound support calls with professionalism and excellent communication skills
• Gather accurate technical information and document issues clearly
• Create, update, and manage support tickets
• Triage, prioritize, and route issues appropriately
• Manage escalations and de-escalations with confidence
• Use tools like 8x8
  , Microsoft Teams
  , Connect Wise
  , and Kaseya VSA

You’ll handle tickets related to:

• Application installs & troubleshooting
• Windows OS issues
• User onboarding & offboarding
• VoIP / phone systems
• Microsoft Defender security alerts
• Network outages
• Basic hardware diagnostics

• Act as escalation point for complex desktop, application, network, and server issues
• Troubleshoot:
  • Windows Server
  • Network performance
  • Firewall issues
  • Security vulnerabilities
  • Phone system configuration
• Configure and troubleshoot:
  • Routers, switches, and network devices
• Collaborate with other teams on complex cases

• Deploy and configure new machines
• Manage project tickets for:
  • System implementations
  • Upgrades
  • Migrations
• Work with other teams to ensure successful delivery

• Manage your ticket queue and daily workflow efficiently
• Maintain and improve internal documentation
• Share knowledge and improve processes
• Mentor Tier 1 technicians on escalated issues

• 2–4 years IT support experience (Service Desk / MSP / Internal IT)
• Experience in Tier 2 or escalation support
• Strong knowledge of:
  • Windows desktop & server
  • Networking fundamentals
  • Hardware & software troubleshooting
• Experience with:
  • Connect Wise, Kaseya VSA, Jira, Service Now or similar
• Strong communication skills (especially phone-based support)
• Organized, calm under pressure, detail-oriented
• Understanding of security best practices (Microsoft Defender, etc.)

• Certifications:
  • CompTIA Network+
  • Microsoft Azure Fundamentals (or similar)
• Experience with:
  • Network device configuration (routers, switches)
  • Phone system configuration
  • Firewall management

You’ll be part of a team that:

• Values quality, accountability, and customer experience
• Invests in your skills and career growth
• Gives you exposure to real infrastructure, security, and projects
• Be part of a company focused on innovation, excellence, and employee growth.
• Enjoy a hybrid work environment with long-term stability and career development.
• Contribute to impactful work supporting our clients and the Dream of the Doers.

Join Netsurit at the forefront of AI transformation where technology meets ambition. Help us design, implement, and scale intelligent solutions that empower our clients to automate processes, uncover insights, and accelerate growth. Leverage tools like Microsoft Copilot, Azure AI, and custom machine learning models to turn data into meaningful business outcomes. Be part of a team that’s shaping the future of AI-powered innovation.

Please share your experience and knowledge in AI as part of your application we’d love to see how you can help us drive what’s next.