The Role
Provides Tier 2 technical support for complex escalations involving Windows, Microsoft 365, networking, applications, servers, and business technologies. The role owns issues through resolution, documents solutions, supports clients remotely and onsite, mentors Tier 1 technicians, identifies recurring problems, and collaborates on service improvements and deployments. It includes rotating after-hours on-call coverage and travel to client locations throughout the Research Triangle area.
Summary Generated by Built In
Ready to take your technical expertise to the next level?
Are you the person other technicians turn to when troubleshooting gets complicated? Do you enjoy investigating challenging technical issues, finding solutions, and helping others strengthen their skills?
Net Friends is looking for an experienced IT Expert – Tier 2 to join our Support Center team in Durham, North Carolina. In this role, you'll serve as a key technical escalation resource, taking ownership of complex issues while supporting a diverse group of business clients and collaborating with a team of IT professionals.
YOUR ROLE AND LOCATION
This position provides both remote and on-site IT support to businesses throughout the Research Triangle area.
- Schedule: Monday–Friday, 8:30 AM–5:30 PM
- Location: Durham, NC, with travel to client locations as needed
- On-Call: Rotating after-hours schedule, including evenings and weekends
- Compensation: $65,000 - $75,000 annually
- Investigate, troubleshoot, and resolve complex technical issues escalated from Tier 1 support, including problems involving operating systems, Microsoft 365, networking, applications, and related business technologies.
- Take ownership of escalated support requests through resolution, maintaining clear customer communication, accurate documentation, and adherence to service-level commitments.
- Identify recurring technical issues, recommend solutions, and escalate advanced problems to Tier 3 or specialized technical teams when appropriate.
- Provide professional remote and on-site technical support while following established incident management, security, and change management procedures.
- Serve as a technical resource for Tier 1 technicians, sharing troubleshooting guidance and best practices.
- Maintain customer and internal technical documentation, including knowledge base articles and troubleshooting procedures.
- Collaborate with other technical teams on service improvements and assist with occasional technical projects or deployments.
Required Qualifications
- Strong troubleshooting experience with Windows 11, desktop hardware, software applications, and peripherals.
- Working knowledge of Microsoft 365 administration, including Exchange Online, Teams, and SharePoint.
- Experience with Active Directory, Microsoft Entra ID, user permissions, and authentication.
- Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and connectivity troubleshooting.
- Experience troubleshooting Windows Server and domain-related issues.
- Familiarity with remote support tools, ticketing systems, IT security fundamentals, and technical documentation.
- Demonstrated ability to independently investigate and resolve complex technical issues.
- Familiarity with Microsoft Intune, PowerShell, automation, backup solutions, or remote monitoring and management tools.
- Experience supporting multiple business clients in a Managed Service Provider (MSP) environment.
- Experience supporting macOS operating systems and Apple hardware.
- Strong analytical thinking and a methodical approach to problem-solving.
- Ability to research unfamiliar technical issues and develop practical solutions independently.
- Excellent customer service, communication, and organizational skills.
- Confidence working autonomously while knowing when to collaborate or escalate.
- A collaborative mindset, willingness to share knowledge, and a passion for technology and a job well done.
- Three or more years of progressively responsible professional IT support experience, including troubleshooting complex or escalated technical issues.
- An associate's or bachelor's degree in IT, relevant industry certifications, or an equivalent combination of education, training, and experience.
WHY SHOULD YOU APPLY?
At Net Friends, we believe great technology support starts with great people. We value collaboration, continuous learning, and helping our team members build meaningful careers.
Our benefits include:
- Company-paid health, dental, vision, disability, life, and AD&D insurance for employees, with additional health insurance options available.
- 401(k) and Roth retirement plans with company match.
- Monthly phone, internet, and travel stipends, plus after-hours incentives.
- Three weeks of flexible PTO during your first year, increasing to four weeks annually after your first year.
- Five days of Paid Sick Leave annually and eight paid holidays.
- Professional development resources and opportunities for career advancement and technical specialization.
- A collaborative team that values work-life balance and supporting one another.
READY TO LEVEL UP AS A [NET] FRIEND?
If you're an experienced IT professional who enjoys solving challenging problems, supporting others, and continuing to grow your technical expertise, we'd love to hear from you.
Net Friends is an equal opportunity employer. We consider qualified applicants without regard to legally protected characteristics.
If you're an experienced IT professional who enjoys solving challenging problems, supporting others, and continuing to grow your technical expertise, we'd love to hear from you.
Apply online today and discover what it means to be a [Net] Friend!
Net Friends is an equal opportunity employer. We consider qualified applicants without regard to legally protected characteristics.
Skills Required
- Three or more years of progressively responsible professional IT support experience, including complex or escalated troubleshooting
- Strong troubleshooting experience with Windows 11, desktop hardware, software applications, and peripherals
- Working knowledge of Microsoft 365 administration, including Exchange Online, Teams, and SharePoint
- Experience with Active Directory, Microsoft Entra ID, user permissions, and authentication
- Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and connectivity troubleshooting
- Experience troubleshooting Windows Server and domain-related issues
- Familiarity with remote support tools, ticketing systems, IT security fundamentals, and technical documentation
- Ability to independently investigate and resolve complex technical issues
- Associate's or bachelor's degree in IT, relevant industry certifications, or equivalent education, training, and experience
- Familiarity with Microsoft Intune, PowerShell, automation, backup solutions, or remote monitoring and management tools
- Experience supporting multiple business clients in a Managed Service Provider environment
- Experience supporting macOS operating systems and Apple hardware
- CompTIA Network+, CompTIA Security+, or Microsoft role-based certifications
Am I A Good Fit?
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The Company
What We Do
Net Friends is a trusted technology partner providing comprehensive managed IT, cybersecurity, and infrastructure solutions to businesses of all sizes across the United States. With over 25 years of expertise, they deliver expert IT consulting and support services focused on a people-first approach. Their mission is to help organizations streamline operations and stay secure by eliminating IT complexity, allowing clients to focus on their core business goals.
