Tier 2 Technician

A client/employer of Insight Global is seeking an experienced and detail-oriented Tier 2 Technical Support Specialist
. This role serves as an escalation point for Tier 1 support, responsible for troubleshooting and resolving more complex security, access control, and identity-related issues across enterprise systems. The Tier 2 Specialist will ensure timely resolution, proper escalation, and accurate documentation while supporting a highly regulated, fast-paced environment.

• Serve as an escalation point for Tier 1 tickets related to physical security systems, badge access, and identity management.
• Troubleshoot complex access issues involving badge provisioning, role-based access, and system permissions.
• Perform root cause analysis and resolve incidents that require deeper technical investigation.
• Monitor, analyze, and respond to security system alerts, logs, and incidents as assigned.
• Partner with Security, IT, and Facilities teams to coordinate issue resolution and system updates.
• Ensure tickets are handled in accordance with SLAs, security policies, and compliance requirements.
• Maintain detailed and accurate documentation within the ticketing system (Service Now or similar).
• Identify recurring issues and contribute to process improvements and knowledge base documentation.

• 2+ years of experience in a technical support, service desk, or security support role.
• Strong experience working with ticket/work order systems (Service Now preferred).
• Hands-on experience supporting badge provisioning, access control systems, or identity/access management tools.
• Ability to troubleshoot and resolve issues independently while following strict security procedures.
• Strong communication skills and ability to collaborate across technical and non-technical teams.

• Experience supporting enterprise or logistics environments
  .
• Familiarity with physical security platforms, access control systems, or IAM tools.
• Experience working in regulated or compliance-driven environments.
• Prior experience mentoring or supporting Tier 1 technicians.