Tier 2 Support Engineer
ECS Technology Solutions is looking for an experienced Tier 2 Support Engineer who can take ownership of complex technical problems, think critically, and drive issues through resolution.
This is not an entry-level support position.
You will be part of an ECS Service Pod and serve as a key escalation point for our Ticket Intake Center. We are looking for someone with strong troubleshooting instincts, deep Microsoft experience, and the ability to work independently across multiple technologies.
What You'll Do
- Own and resolve escalated technical issues
- Troubleshoot Microsoft 365, Entra ID, Exchange Online, Intune, Windows, Active Directory, Group Policy, DNS, DHCP, and related technologies
- Troubleshoot servers, virtualization, backups, networking, VPNs, Wi-Fi, firewalls, and infrastructure issues
- Support Azure environments and cloud technologies
- Assist with AWS environments when needed
- Identify root causes instead of simply applying temporary fixes
- Escalate intelligently to ECS SMEs when advanced expertise is required
- Improve technical documentation and knowledge after resolving issues
- Help Tier 1 technicians develop stronger troubleshooting skills
- Communicate clearly with clients throughout complex technical issues
- Assist with technical projects, migrations, and infrastructure changes
AI Is Part of the Job
AI and automation are becoming core tools at ECS.
For this position, using AI responsibly to improve technical performance is an expectation, not an optional skill.
You will be expected to use AI and automation to help with:
- Troubleshooting and technical research
- Log and error analysis
- Scripting and PowerShell
- Documentation
- Root-cause analysis
- Knowledge retrieval
- Ticket analysis
- Identifying repetitive work that can be automated
You do not need to be an AI engineer, but you must be highly curious, adaptable, and willing to continually change how you work as technology evolves.
What We're Looking For
- Several years of hands-on IT support or systems administration experience
- Strong Microsoft 365 and Microsoft infrastructure knowledge
- Strong Windows and Active Directory troubleshooting skills
- Solid networking fundamentals
- Ability to independently troubleshoot complex problems
- Experience with Azure strongly preferred
- AWS experience is a plus
- MSP/MSSP experience strongly preferred
- PowerShell or scripting experience is a plus
- Strong documentation and communication skills
- Ability to take ownership and work through ambiguity
- Desire to learn, improve, and help others become better technicians