Service Technician T2

We are seeking a technically capable and execution-focused Service Technician T2 to join our Service Delivery team.

3 minute read

We are seeking a technically capable and execution-focused Service Technician T2 to join our Service Delivery team. This role is responsible for resolving more complex service issues while ensuring continuity of service, stability of client environments, and alignment to long-term outcomes.

The Service Technician T2 is responsible for advanced troubleshooting, technical decision-making within scope, and supporting Tier 1 technicians to improve overall service quality and efficiency. This role is ideal for someone who can manage complexity, maintain clear communication, and ensure consistent service progression without disruption.

Key Responsibilities

Own resolution of Tier 2 service issues, ensuring problems are resolved or escalated appropriately with consideration for client impact, urgency, and service continuity
Own technical decision-making within scope, ensuring solutions align with long-term outcomes and do not introduce repeat issues or instability
Own client communication for assigned work, providing proactive updates that maintain clarity and confidence throughout the service lifecycle
Own continuity of service, ensuring work progresses without stalls, loss of context, or breakdowns across handoffs or escalations
Support Tier 1 technicians through guidance and knowledge transfer to improve first-contact resolution and overall team capability
Identify recurring issues, technical gaps, or process breakdowns and ensure they are documented and escalated for corrective action
Demonstrate advanced troubleshooting and judgment within role scope while recognizing when escalation to Tier 3 is required
Resolve issues involving systems, services, and multi-component interactions across client environments
Support identity, directory, and policy functions including group management, group policy, and directory cleanup
Administer Microsoft cloud services including Azure, Intune, SharePoint, and related services within non-architectural scope
Troubleshoot mail flow, delivery issues, and email security configurations including DNS-based mail records
Troubleshoot networking issues including DNS, DHCP, VPN, Wi-Fi, switching, and ISP coordination within operational scope
Support security operations including malware remediation, MFA enforcement, alert response, and managed security platforms
Support backup, recovery, and server-related operations including patching, performance triage, and BDR troubleshooting
Support telephony systems including PBX functionality, ring groups, and VoIP configuration within non-architectural scope
Participation in the After Hours Support rotation is required, including availability to respond to client emergencies outside of standard business hours
Own basic low voltage cabling execution, including pulling, routing, terminating, and testing cable as required to support service and infrastructure needs

Technical Skills

Strong proficiency across Tier 1 and Tier 2 technical scope areas
Advanced troubleshooting and issue isolation across systems, services, and integrated environments
Working knowledge of Active Directory, Group Policy, and identity management concepts
Working knowledge of Microsoft 365, Azure, and endpoint management platforms
Understanding of networking fundamentals including DNS, DHCP, VPN, and switching
Ability to manage and respond to endpoint security and monitoring tools
Ability to document technical context, decisions, and outcomes clearly
Ability to determine appropriate escalation points and provide effective handoff context

Basic Qualifications

2–4 years of experience in IT support, service desk, or MSP environment
Proven experience troubleshooting across systems, applications, and network-related issues
Working knowledge of Microsoft 365, Active Directory, and endpoint support
Foundational to intermediate understanding of networking concepts (DNS, DHCP, TCP/IP, VPN)
Experience supporting multiple users, systems, or environments simultaneously
Strong communication skills with ability to manage client expectations and technical discussions
Ability to prioritize work, manage multiple tickets, and maintain service continuity
Valid driver’s license and access to a reliable vehicle for client onsite support and travel

Preferred Qualifications

Experience working in a managed services (MSP) environment with exposure to multiple client environments
Familiarity with RMM, PSA, and documentation platforms used in service delivery
Industry certifications such as CompTIA Network+, Security+, or Microsoft certifications
Experience supporting cloud-based environments including Microsoft 365 and Azure
Associate’s or Bachelor’s degree in Information Technology or equivalent experience
Demonstrated ability to mentor or support junior technicians

Interested in joining the AIS team?

Please check our jobs postings board here .

About AIS

All Information Services, Inc. (AIS) is a full-service technology solutions firm based in Chicago, IL that provides both technology sales, service and consulting. Genuine, understanding and experienced, our technicians, engineers and consultants are real, neighborly people who will work with you one-on-one, locally, to maintain your systems.

Real People, True Partners.

AIS has assisted more than 1,000 clients across Chicagoland, including state and local government, business, non-profit organizations, school districts, residential customers, and more. We are committed to building long-term relationships with our customers and serving as a grounded partner you can trust. We are less concerned about "making a sale" and more concerned about figuring out how we can strengthen your business, allowing you to stay focused on your daily tasks. From the day we install a new piece of equipment or fix one that isn't working, we will be a watchful steward of your technology applications.