Technical Support Specialist Tier 2; Remote

States/Districts Excluded: AK, CA, CO, CT, DC, HI, LA, MA, MN, MO, NE, NV, NH, NJ, NM, NY, ND, OR, PR, RI, VT, WA, WY

Location: Remote in any United States jurisdiction not excluded from this job advertisement.

The Technical Support Specialist Tier 2 handles escalated technical issues that cannot be resolved by Tier 1 Help Desk Support. The Technical Support Specialist Tier 2 will diagnose complex software and system problems in cloud environments, work directly with customers and internal teams, and ensure timely resolution of incidents.

• Investigates and resolves technical issues escalated from Tier 1 support
• Performs advanced troubleshooting across software, hardware, cloud networks, and/or C# applications
• Documents issues, solutions, and root causes in the ticketing system
• Collaborates with engineering, Tier 3 Support, and/or development teams on unresolved or systemic issues
• Provides guidance and mentorship to Tier 1 Support agents
• Identifies recurring problems and recommends process or product improvements
• Assists with system updates, patches, and configuration changes
• Communicates clearly with customers regarding progress and resolution
• Follows Service Level Agreements (SLAs) and ensures timely ticket handling
• Participates in on-call activities when required

The annual projected pay range for this position is $45,000.00 - $50,000.00 with consideration being given to various factors including but not limited to qualifications, experience, job responsibilities, and geographic location.

Benefits:

• Medical, dental, vision and prescription drug coverage for you and your family.
• Life Insurance, short-term disability and long-term disability paid for by the Company.
• Supplemental coverages including Accident, Critical Illness, and Hospital.
• Additional Life insurance coverage for you and your dependents.
• 401k plan with various options to select based on your retirement goals.

Company Overview: Oxley Enterprises, Inc. is a certified service-disabled veteran-owned (SDVOSB), economic disadvantaged woman-owned (EDWOSB), Small Business Administration Certified 8(a), and small disadvantaged business (SDB) that has 25 years of experience building and delivering quality IT systems and programs. Oxley is ranked in the INC 5000 7 times (2016, 2017, 2018, 2021, 2023, 2024, 2025). Oxley is a 2019 - 2025 Department of Labor HIRE Vets Medallion Award Winner.

Oxley is Virginia Values Veterans certified.

All qualified applicants will receive consideration for employment without regard to any status protected by applicable federal, state, or local law.

If you require a reasonable accommodation to apply for a position at Oxley Enterprises, Inc., please send an email to our Human Resources Department at:  with the following information:

• Subject Line:
  Accommodation Request
• Provide a description of your accommodation request
• Include your contact information:
  Full name, Email address, Best number to reach you (optional)

We participate in the E-Verify program.

3 years of information technology experience

High School Diploma

• Strong understanding of web-based software products, systems, and cloud platforms (e.g., Azure, AWS)
• Strong proficiency in troubleshooting tools, logs, and diagnostic methods
• Strong experience with operating systems (e.g., Windows, Linux)
• Strong experience with ticketing systems (e.g., Service Now (SNOW), Jira)
• Familiarity with networking fundamentals (e.g., Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), Transmission Control
• Protocol/Internet Protocol (TCP/IP), Virtual Private Network (VPN), firewalls)
• Ability to read and interpret system logs or error reports
• Excellent written and verbal communication skills
• Strong problem solving and analytical thinking skills
• Ability to work independently on complex issues
• Experience with scripting or automation (e.g., Power Shell, Bash, Python) (preferred)
• Experience with Infrastructure as a Service (IaaS), cloud platforms, or enterprise IT environments (preferred)
• Experience with Tier 2 or advanced support, technical…