Tier 2 Technical Specialist

Tier 2 Technical Specialist (Cybersecurity Emphasis)

Job Type: Full-time
Location: Remote (Home Office) with Local Travel Required

About the Role

At Technology Response Team (TRT), we empower entrepreneurs to focus on their mission by providing technology that works seamlessly. For over a decade, we have partnered with small and medium-sized businesses to help them thrive, grow, and make a positive impact.

We are seeking a Tier 2 Technical Specialist who is ready to take their career to the next level. This is a hybrid-function role: approximately 60% of your time will be dedicated to active help desk support and engineering, while 40% will be focused on leading and developing our cybersecurity initiatives.

Location & Travel Requirements

Please Note: While this position is primarily remote (work-from-home), it requires a physical presence for specific client needs.

• You must have a quiet, dedicated home office environment.
• Reliable transportation is required. You will be expected to drive to client sites for onsite troubleshooting, hardware installations, and project implementations as needed.

Key Responsibilities

Tier 2 Support & Help Desk Operations (Approx. 60%)

• Ticket Management: Actively work and resolve help desk tickets for desktop, network, and cloud-based issues to ensure timely resolution for clients.
• Escalation Point: Serve as the primary escalation contact for unresolved Tier 1 tickets.
• Client Support: Manage requirements gathering, design, implementation, and troubleshooting of client networks.
• Onsite Operations: Travel to client locations to install, repair, and upgrade hardware/software and troubleshoot physical network infrastructure.
• Documentation: Maintain rigorous, detailed documentation of client environments and work performed.
• Team Development: Assist with R&D of new products and provide training/mentorship to other team members.
• On-Call: Participate in a rotating on-call schedule.

Cybersecurity Management (Approx. 40%)

• Security Ownership: Lead TRT’s cybersecurity efforts, serving as the internal Subject Matter Expert (SME).
• Tool Stack Management: Assist in selecting, implementing, and managing our cybersecurity tool stack.
• Consulting: Act as the "go-to" resource for security questions and present on cybersecurity topics to clients and internal stakeholders.
• Continuous Learning: Engage in ongoing security training to differentiate yourself as a true expert in the field.

Qualifications & Skills

To be successful in this role, you should possess a blend of technical expertise and a "customer-first" mentality.

• Experience: Proven experience in a Tier 2 support or Help Desk role.
• Customer Service: Exceptional communication skills with a track record of delighting customers and managing expectations.
• Core Tech Proficiency: Deep understanding of Microsoft Office 365, Windows 10/11, and macOS environments.
• Networking: Strong troubleshooting skills in TCP/IP, LAN/WAN topologies, DNS, and VPN technologies.
• Server & Cloud: Experience with Windows Server administration; familiarity with virtualization (VMware/Hyper-V) and Google Workspace.
• Cybersecurity: specific interest in, or familiarity with, cybersecurity principles (CompTIA Security+, CISSP, or similar certifications are a strong bonus).

Our Core Values

We hire based on our values. If these resonate with you, we want to hear from you:

• Extreme Ownership: Be a "finisher." Go the extra mile, find a way, and never leave a teammate or client hanging.
• Together is Better: We respect our clients, partners, and vendors. We elevate those around us because we know better results come from collaboration.
• What’s Next? (Growth Mindset): We believe that everything we touch is an opportunity to make things better. We are hungry for personal and professional growth.
• Help First: We prioritize relationships and trust over a quick buck. We are active listeners who check our egos at the door.

To Apply:
Please submit your resume and a brief cover letter outlining your experience with Tier 2 escalations