What are the responsibilities and job description for the Tier 2/3 Support Specialist – Microsoft Intune Focus position at 5 Point Technology?
Department: IT Support / Infrastructure
Reports To: Sr. Dir Technology and Services
About the Role:
We are seeking a highly skilled and motivated Tier 2/3 Support Specialist with deep experience in Microsoft Intune and modern endpoint management. You’ll be a key player in our IT support structure, bridging advanced technical support and endpoint configuration for our growing hybrid workforce.
This role requires a proactive problem-solver who thrives in a fast-paced environment and is passionate about delivering high-quality support, automating endpoint management, and enhancing the user experience.
Key Responsibilities:
- Provide Tier 2 and Tier 3 technical support for escalated incidents related to hardware, software, and system issues.
- Serve as the subject matter expert for Microsoft Intune, including device configuration, application deployment, conditional access, and compliance policies.
- Troubleshoot complex issues across Windows, macOS, and mobile environments enrolled in Intune.
- Implement and manage modern device management (MDM) and mobile application management (MAM) strategies using Intune.
- Azure experience highly desired.
- Server administration a plus.
- Work closely with the security and infrastructure teams to ensure endpoint security and compliance.
- Develop and maintain technical documentation, including knowledge base articles and standard operating procedures.
- Assist in onboarding/offboarding workflows, including automated device provisioning and profile configuration.
- Participate in planning and implementation of IT projects and infrastructure upgrades.
- Monitor system performance and implement improvements where necessary.
Qualifications:
Required:
- 3–5 years of experience in IT support, with at least 2 years at Tier 2/3 level.
- Strong experience in Microsoft 365 / Azure
- Proven expertise in Microsoft Intune / Endpoint Manager.
- Experience with Windows 10/11 and mobile device support.
- Knowledge of Azure AD, Group Policy, PowerShell scripting, and Microsoft 365 administration.
- Familiarity with conditional access, compliance policies, and zero-touch deployments (Autopilot, Apple DEP).
- Strong troubleshooting and root-cause analysis skills.
- Excellent written and verbal communication skills.
Preferred:
- Relevant certifications (e.g., MD-102, MS-102, AZ-104, CompTIA, Security , Network , MCSA, etc.).
What We Offer:
- Competitive salary and performance-based bonuses
- Comprehensive health, dental, and vision benefits
- 401(k) with 100% company match up to 5%
- Flexible work environment (hybrid or remote options) – 4 days in the office, 1 day remote
- Career development and certification reimbursement
- A collaborative, tech-forward team culture