Technical Support Specialist Tier 2

PCR Business Systems • Akron, OH, US

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Company Description

At PCR Business Systems, we're more than an IT service provider; we're a trusted business partner helping organizations grow and thrive through technology. Since 2004, we've proudly supported businesses across Akron, Cleveland, and Northeast Ohio with managed IT services, cybersecurity solutions, network support, and strategic IT consulting designed for long-term success.

As one of the few SOC 2–audited MSPs in the region, we hold ourselves to the highest standards of security, reliability, and trust. Our team works closely with clients to design technology strategies that align with their goals, fit their budgets, and evolve with their businesses.

Position Overview

We're seeking a Technical Support Specialist – Tier 2 with hands-on experience supporting clients in a Managed Services Provider (MSP) environment. In this dynamic, client-facing role, you'll take ownership of escalated tickets from Level 1 technicians and collaborate with senior engineers on complex technical projects.

Key Responsibilities

Provide Tier 2 support for escalated technical issues related to workstations, servers, networks, and cloud services
Manage and support Microsoft 365 Azure AD Intune , and Microsoft Entra environments
Troubleshoot and resolve issues with Windows Server (AD, DNS, DHCP, GPO), desktops, printers, and mobile devices
Assist in the configuration and deployment of new servers and network hardware
Serve as a knowledge resource and escalation point for Level 1 technicians
Maintain clear documentation of procedures, tickets, and resolutions in PSA tools like Autotask or ConnectWise
Communicate effectively with clients to update ticket progress, changes, and resolution steps
Coordinate with vendors and act as a liaison when needed
Participate in on-call rotation and internal team meetings
Stay current with certifications and contribute to internal process improvements

Technical Requirements

5+ years of technical support experience, preferably in an MSP or Cloud Services setting

Hands-on experience with :

Microsoft 365 administration (Exchange Online, Teams, SharePoint)

Microsoft Azure , including VM provisioning, Azure AD, and cloud identity management

Windows Server and Active Directory (including DNS, DHCP, GPOs)

Remote management tools such as ConnectWise, Autotask, NinjaRMM, or Kaseya

Strong knowledge of Windows 10 / 11, MacOS, iOS, and Android devices

Familiarity with network infrastructure, including switching, firewalls, VPNs, and wireless

Strong interpersonal, communication, and customer service skills

Demonstrated ability to prioritize, multitask, and manage time effectively

A positive attitude and a team-first mindset

Ability to mentor and coach junior team members

Willingness to contribute to documentation and continuous improvement initiatives

Preferred Certifications (Not Required, but a Plus)

CompTIA A+, Network+, Server+

Microsoft 365 Certified : Modern Desktop Administrator Associate

College degree in Information Systems or related field

Benefits Include

Health Insurance

401(k) with company match

Paid certification and training programs

Paid time off and holidays

A supportive, collaborative team environment

Ready to take your career to the next level?

At PCR, great IT starts with great people. Join our Akron team and be part of a supportive, growth-minded environment where your ideas matter, your work has impact, and your expertise helps local businesses run smarter and safer every day. Apply today to become our next Technical Support Specialist – Tier 2

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Technical Support Specialist • Akron, OH, US