Tech Support Tier 2

The Tier 2 Technical Support Specialist provides advanced technical support across critical systems including Microsoft 365, EMRs, and telehealth platforms. This role focuses on in-depth troubleshooting, root cause analysis, and timely resolution of complex issues, particularly those impacting patient care. The specialist is also responsible for identifying potential security risks, ensuring proper escalation, and operating independently with strong judgment, including during after-hours support.

This position is remote and offers you the flexibility of working from home.

• →Perform advanced troubleshooting across M365, EMRs, and telehealth platforms
• →Investigate and resolve authentication and access issues, including account lockouts and MFA challenges
• →Assess and respond to Microsoft risky users and suspicious sign-in activity, escalating potential security incidents as needed
• →Conduct root cause analysis to resolve underlying issues rather than recurring symptoms
• →Manage high-impact incidents with urgency, especially those affecting patient care
• →Correlate issues across identity, devices, and applications to identify broader system impacts
• →Maintain clear and detailed documentation, including escalation notes and incident summaries
• →Provide independent support after-hours, demonstrating sound decision-making and ownership

• Proven experience in Tier 2 or advanced technical support roles
• Strong expertise in Microsoft 365 administration and troubleshooting
• Experience with identity and access management, including MFA and related security controls
• Familiarity with EMR systems and telehealth platforms
• Ability to identify and escalate security risks and incidents appropriately
• Strong analytical, problem-solving, and root cause analysis skills
• Excellent communication and documentation abilities
• Ability to work independently in high-pressure environments with minimal supervision

Industry standards applicable to the state depending on work experience and level of expertise.

US Eastern Standard Time (EST) – Mon to Fri - 05 PM EST to 08 AM EST; Weekends (Shifts will vary)

We embrace the flexibility and convenience of a remote working environment, and you will collaborate with an international team while contributing to our growing business, all from the comfort of your home.

You will need to have some essential tools – a reliable computer and noise-canceling headset, a second monitor for enhanced productivity, and a stable internet connection. You’ll also be required to have a backup internet connection, ensuring that you’re well-equipped to complete your work seamlessly.