SUPPORT TECHNICIAN II (TIER 2) AT TAVANCA
Are you tired of working somewhere that has you doing the same thing every single day?
Are you looking to grow, not just collect a paycheck?
Do you want to be part of something bigger than fixing computers?
If you said yes to all three, keep reading. If you are happy where you are, this is not for you and that is fine.
THE PROBLEM WITH MOST TECH JOBS
You know the drill. You show up. You work the queue. The same printer issues. The same password resets. The same clients who never got onboarded properly asking the same questions because nobody documented anything the first time. Your tools are outdated or half-configured. There is no system for how work flows, so everything depends on whoever happens to be available. You are not growing. You are surviving.
And the worst part: when you try to do things right, like actually documenting the fix or flagging a recurring issue, nobody notices because there is no process that rewards it. You stop trying. Everyone stops trying. The company stays stuck and so do you.
That is not this job.
WHAT MAKES THIS DIFFERENT
We run on systems. Not the buzzword kind. Real, operational systems with owners, defined processes, measurement, and a review cadence.
When a call comes in, there is a phone flow that tells you exactly how it gets answered and what happens next. When a ticket is created, there is a three-lane service delivery model that tells you where it goes and how long you have. When you escalate, you are not handing it off and hoping someone picks it up. There is a coaching model where the senior tech walks you through the fix so you learn it, and you document the solution so the next person does not have to escalate it again.
That means two things for you:
You are never guessing. You know what to do, when to do it, and what "done" looks like. No more sitting on a ticket for three days wondering if you should escalate. The system tells you.
You actually get better. Every escalation teaches you something. Every documented fix builds the knowledge base. Every week the team reviews what is working and what is not. You are not doing the same job a year from now. You are doing a bigger one.
WHAT YOU WILL DO
You are a Tier 2 technician. That means you handle the work that the front line could not resolve in the first pass. Not because they are bad at their jobs. Because some problems take more time, more skill, or a different approach.
Your day looks like this:
You pick up escalated tickets and scheduled work. You dig into the problem, figure out what is actually going on (not just what the user thinks is going on), and fix it. You document what you did so the next tech who sees this issue does not start from zero. If the problem turns out to be bigger than a support ticket, you flag it as a project so it gets scoped and scheduled properly instead of dragging on for weeks as an open ticket nobody knows what to do with.
You handle remote support using the tools we actually keep configured and updated. When something cannot be fixed remotely, you go on-site. You are not stuck at a desk all day, and you are not on the road all day either. Most of your work is remote, with on-site visits when the situation calls for it.
You talk to clients like a human being. You explain what happened, what you did, and what they should expect. You do not hide behind jargon. You do not disappear after the fix. You close the loop.
And because we run on systems, you will also:
- Contribute to the internal knowledge base (the documentation you wish existed at your last job)
- Help with client onboarding when new clients come on (deploying tools, verifying configurations, training users)
- Participate in the weekly team review where we look at what is working and what needs to change
- Get better at your craft every week because the system is designed to make that happen, not just hope for it
WHAT YOU NEED TO HAVE
The non-negotiables:
- At least 2 years in a technical support role, ideally at an MSP (you have seen the chaos and you want better)
- A+ and Network+ certifications (or equivalent, you know the fundamentals)
- You can troubleshoot across Windows, macOS, Microsoft 365, Active Directory, and basic networking (DNS, DHCP, VPNs, firewalls) without needing a script for every step
- You have used an RMM and a PSA before and you understand why they matter
- Valid driver's license and a clean record (you will visit client sites)
- You can pass a background check
What will set you apart:
- You have worked at a place that did it wrong and you know what right looks like
- You document things without being told to, because you have been the person who could not find the documentation and you swore you would never do that to someone else
- You explain things to non-technical people without making them feel stupid
- You are more interested in solving the problem than in being the hero who fixed it
WHAT YOU GET
Pay: $25-35/hr depending on what you bring to the table.
Hours: 9:00 AM to 5:00 PM, in-office, with local client site visits as needed.
The thing that is not on any other job posting: A company that runs on systems you can actually follow, a team that reviews and improves how it works every week, a career path that goes somewhere because the company is growing and needs people who grow with it, and a structured onboarding process that does not leave you guessing for the first three months.
HOW TO APPLY
Do not just click "Apply" and upload your resume. Here is what we want instead, and it is a test.
Send an email to [email protected] with the subject line: "Tier 2 - [Your Name]"
Attach your resume as a PDF (not a Word doc, not a link to LinkedIn).
In the body of the email, write two paragraphs:
Paragraph 1: Tell us about a time you solved a technical problem that nobody else could figure out. What was the issue, what did you try that did not work, and what finally fixed it? Be specific. We do not want "I am a strong problem solver." We want the story.
Paragraph 2: Tell us why you are leaving (or want to leave) where you are now, and what you are looking for that you have not found yet. Be honest. "I want more money" is a valid answer if it is true. "I want to stop doing the same thing every day and actually grow" is also valid. Whatever it is, just say it.
If you send a generic cover letter or skip the two paragraphs, your application will not be reviewed. This is
intentional. We are looking for people who follow process, and this is the first process you will encounter with us.
TAVANCA is an equal opportunity employer. We welcome applicants from all backgrounds.
Pay: $25.00-$35.00 per hour
Work Location: In person
