I.T. Helpdesk (Tier 2)

Overview

Provide advanced technical support and troubleshoot escalated IT issues.

Key Responsibilities

• server maintenance
• network monitoring
• active directory
• azure
• project deployment
• advanced troubleshooting

Tasks

-Network & Server Support: Assist Systems Administrators with server maintenance, network monitoring, and managing user permissions in Active Directory and Azure. -IT Project Involvement: Participate in and help execute IT projects, such as system upgrades, hardware rollouts, and new software deployments. -Escalation & Resolution: Serve as the primary escalation point for unresolved issues from Tier 1, providing advanced troubleshooting for desktops, servers, and network devices. -In-Depth Troubleshooting: Diagnose and resolve complex software issues, including problems within Microsoft 365, ERP systems, and other business-critical applications. -Documentation & Mentorship: Create detailed documentation for our knowledge base and provide guidance and training to Tier 1 support staff.

Requirements

• helpdesk
• networking
• windows
• active directory
• comptia
• troubleshooting

What You Bring

-3-5 years of progressive experience in an IT helpdesk or technical support environment. -Willingness to undergo a pre-employment drug screen and background check. -You excel at working both independently and as part of a project team to implement new technologies and improve existing systems. -Strong understanding of networking concepts (TCP/IP, DNS, DHCP, VPNs). -Advanced knowledge of Windows operating systems, Active Directory, and the Microsoft 365 ecosystem. -An associate's or bachelor's degree in an IT-related field is preferred; relevant certifications (e.g., CompTIA Network+, Security+, Microsoft certifications) are highly desirable. -You are passionate about technology and enjoy the challenge of diagnosing and resolving complex hardware, software, and network issues that go beyond frontline support. -Demonstrated ability to troubleshoot complex technical issues methodically and effectively. -Excellent communication skills and a professional, customer-centric approach. -You thrive on being an escalation point, providing clear, effective solutions and mentoring junior support staff.

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Benefits

-Generous Time Off: 10 paid holidays plus vacation and sick time. -Focus on Wellbeing: A robust wellness program with exciting incentives. -Competitive Pay -Excellent Health Coverage: Medical, dental, and vision insurance. -Secure Your Future: 401K with a company match. -Peace of Mind: Life and disability insurance.

About Plumbers Supply Co.

-With over a dozen branches and a large warehouse footprint, it distributes plumbing, heating, HVAC, fire protection and PVF products via trucks and a full-featured mobile app. -It supplies contractors across residential, commercial and industrial sectors—handling everything from homeowner baths to large-scale construction projects. -On‑site services include pipe fabrication, tool rentals, jobsite storage trailers and same‑day delivery, optimising workflow for busy job sites. -Acquired by Ferguson in 2022, it gained access to a broader product range and competitive pricing while retaining family‑driven service culture. -Unusual fact: still family‑owned for four generations before becoming 'Plumbers Supply Powered by Ferguson' and maintaining its distinctive showroom experience.

Sector Specialisms

Security Clearance

-pre-employment drug screen and background check required.