S2S2 — Support Specialist
Technician/Engineer II
Experienced support technician. Handles escalated tickets, performs in-depth troubleshooting of hardware/software issues. Works on more complex incidents.
What this level means
Resolves standard inquiries and issues independently within established procedures.
- Scope
- A defined queue or customer set
- Autonomy
- General supervision; handles standard cases independently
- Complexity
- Standard issues within known procedures
- Impact
- Customer satisfaction for own queue
- Decision rights
- Resolves standard cases; escalates complex
- Leadership
- None
- Typical experience
- 1–3 yrs
What you'd do
- Handles escalated tickets
- Performs in-depth troubleshooting
- Resolves hardware/software issues
- Collaborates with other IT teams
- Documents solutions for future reference
- Resolve escalated IT issues
- Perform hardware diagnostics
- Troubleshoot software problems
- Collaborate on complex incidents
- Update technical documentation
Skills, knowledge & tools
- Advanced troubleshooting
- Network configuration
- Server administration
- Collaboration with IT teams
- Technical writing
- Networking fundamentals
- Server management
- Hardware diagnostics
- Software troubleshooting
- IT support tools
- Deeper networking skills
- Server/admin skills
- Problem-solving
- Collaboration
- Technical documentation
What good looks like
- Bachelor’s degree typically expected
- CompTIA Network+/Security+ certification preferred
- Strong problem-solving skills
Common titles
Information Technology Support SpecialistTechnician/Engineer II
What it pays
Market-pay benchmarks for this family × level are being recalibrated across all survey sources and will return shortly.
O*NET / SOC: 15-0000 — Computer & Mathematical Occupations (inferred)