Tier 2 Tech / Service Desk Supervisor In Training

Job description

Title: Tier 2 MSP Technician & Service Desk Supervisor in Training

Compensation: $27/hr OR $56,160/yr W-2, Non-Exempt

Note: This role follows an internal apprenticeship schedule designed to grow you into a Service Desk Supervisor.

The program is structured on an 18-month timeline broken into three 6-month phases.

With each phase, as long as you're demonstrating competency in the areas outlined in the apprenticeship plan, you'll be eligible for a predetermined pay increase upon graduating the level with a max pay of $29/hr.

Starting Pay: $27/hr

Phase 2: $28/hr

Phase 3/Team Lead: $29/hr

Schedule: Full-Time | Monday – Friday | 8AM – 5PM MST

Location: On-Site in Albuquerque, NM (Jefferson & I-25)

Reports To: Operations Manager (initially) and President (Phase 3)

Our Core Values & Culture

At Computer Corner, we're tech-loving troubleshooters who believe in Customer Service First, then Technical Expertise-because a friendly, helpful attitude matters as much as skills.

We value excellence, responsiveness, and honesty in every interaction, and we celebrate wins big and small.

We're looking for an experienced Tier 2 Technician who's ready for the next step: growing into a Service Desk Supervisor.

If this sounds like you, check out our internal apprenticeship plan at .

What You'll Be Doing

Tier 2 Technical Support (60%)

• Solve complex helpdesk tickets across networking, firewalls, Microsoft 365, security tools, and RMM platforms.
• Provide thorough documentation, ensuring issues are resolved or escalated appropriately.
• Support Tier 1 technician with informal coaching and guidance on best practices.

Success Metric:

• 95% SLA compliance on personal tickets
• 0 hours per day attributable to service tickets.
• 100% of tickets are acknowledged by end of every business day.

Tech Stack Mastery & Deployment (15%)

• Become an expert in our MSP toolset-independently install, configure, and administer each tool in our tech stack.
• Ensure tools are fully deployed, configured correctly, and actively monitored across all client environments.
• Lean heavily on our Sr. Network Engineer and our partner MSSP when escalations are required to resolve issues or optimize deployments.

Success Metrics:

• Completed onboarding training for 100% of our technical tool stack within first 6 months.
• Time spent on Tools will be recorded in the 5.0 hours attributed to tickets in the first core job function.

Service Desk Supervisor Apprenticeship (25%)

• Learn how service boards, SLA compliance, and backlog management are handled day-to-day.
• Begin clearing service boards and updating tickets under Operations Manager oversight, with the expectation of owning this process fully as you grow.
• Assist with and then lead service huddles, coordinating priorities across the team.
• Provide informal coaching to Tier 1s, helping them improve ticket documentation, technical skills, and SLA compliance.

Success Metrics:

• Clears boards daily with <5% backlog outside SLA; becomes 100% responsible for clearing boards by Month 7.
• Runs at least 4 service huddles per month by Month 6; leads daily service huddles independently by Month 12.
• Contributes to at least 2 SOPs/week (create, test, QA).
• Establishes weekly 1:1s and runs them independently by Month 12.

What We're Looking For

• 3–5 years of MSP Tier 2 Technician experience.
• Strong troubleshooting skills across firewalls, Microsoft 365 tenant management, SharePoint, RMM tools, and security platforms.
• Knowledge of IT applications, processes, software, and equipment
• Working Knowledge of SMB Firewall Technologies, e.g., SonicWALL (preferred) and Fortinet style firewalls.
• Understanding of support tools, techniques, and how technology is used to provide IT services, specifically ITIL principles.
• Detail-oriented - you love clean boards, accurate SLA reporting, and building SOPs.
• Natural mentor - you enjoy helping Tier 1s develop.
• Hungry for growth - excited to step into leadership responsibilities.

Why You'll Love Working with Us

• Health, dental, and vision insurance – Stay healthy while you grow.
• Simple IRA with 3% company match – Free money for future-you.
• Paid time off & holidays – 8 PTO days + 7 paid holidays.
• Employee discount on tech gear – Nerd perks!
• Paid trainings & certifications – We'll invest in your growth.
• Culture of fun – Birthdays, barbecues, and the occasional field trip.
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Career Path at Computer Corner

Start as a Tier 2 Technician, taking ownership of boards, SOPs, and escalated tickets.

As you demonstrate consistency, you'll step into a Team Lead role, mentoring Tier 1s, leading service huddles, and owning SLA/backlog reporting.

Along the way, you'll be mentored by our Sr. Network Engineer (advancing your technical skills) and by our President (advancing your leadership skills) .

From there, doors open to Service Delivery Manager and higher leadership opportunities, as you help the company achieve its growth goals.

Ready to Join the Team?

Here's how we hire:

1. Apply online – Send us your resume.
2. Complete the ALL IN Assessment (35 min).
3. Virtual Get to Know Each Other Interview (20 min).
4. In-Person Deep Dive Interview (2 hours).
5. Team Shadow Day – Experience a Day in the Life with us.
   
   ($100 flat rate for half day)

Required Skill Profession

Supervisors Of Office And Administrative Support Workers