DenaliTEK is looking for a driven and client-focused Tier 2 Service Technician to join our Operations team. This role is ideal for someone who thrives in a fast-paced MSP environment, enjoys solving technical problems, and takes pride in delivering exceptional customer service.

As a Tier 2 Service Technician, you'll serve as a trusted escalation point for client support issues while helping maintain the high standards and "White Glove Service" experience our clients expect from DenaliTEK.

What You'll Do

Client Support & Ticket Management

Troubleshoot and resolve desktop, Microsoft 365, networking, and user support issues
Manage and prioritize service tickets while maintaining accurate documentation
Deliver timely, professional communication to clients throughout the support process
Escalate complex infrastructure or vendor-related issues appropriately
Ensure tickets meet SLA expectations and internal quality standards

Technical Responsibilities

Support Windows workstations, printers, peripherals, and business applications
Assist with onboarding/offboarding tasks, account setup, permissions, and device deployments
Troubleshoot networking issues involving TCP/IP, DNS, DHCP, VPNs, wireless, and switching
Support firewalls, access points, and remote access solutions
Assist with deployments, upgrades, and maintenance projects

Team Collaboration

Work closely with all departments
Contribute to knowledge base documentation and process improvement initiatives
Help reinforce documentation standards and operational best practices
Participate in team meetings and ongoing training opportunities

Requirements

Required Qualifications

2+ years of IT support experience in an MSP or multi-client environment
Strong troubleshooting skills across Windows environments and Microsoft 365
Working knowledge of networking fundamentals and business IT systems
Excellent communication and customer service skills
Strong organizational skills and ability to manage multiple priorities
CompTIA A+, Network+, or equivalent experience

Preferred Qualifications

Experience with ConnectWise Manage/Automate, IT Glue, or similar PSA/RMM platforms
Microsoft 365 administration experience
Familiarity with Sophos, firewalls, wireless systems, and endpoint security
Microsoft or CompTIA certifications
Experience supporting SMB environments

Benefits

100% company-paid medical, dental, and vision insurance
401(k) with company contribution
4 weeks of PTO annually, plus 7 paid holidays
Reimbursements for mileage, parking, internet, and cell phone
A no-drama, no-politics environment that values performance and integrity

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

DenaliTEK

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