Tier 2 Support Specialist

We are seeking a highly skilled and service-oriented Support Tech II to join our team. This person will be focused on providing premium, personalized white glove technical support for high-profile users within our organization. This role involves in-depth troubleshooting and support for Windows 11 systems, Microsoft 365 Suite, various desktop software, and VPN connectivity. The ideal candidate will have an exceptional customer service mindset, excellent communication skills, and technical expertise to deliver seamless support experience.

• ResponsibilitiesResolve a wide range of system issues, diagnosis of workstation issues, and address trouble tickets.
• Maintain performance and availability standards through implementing appropriate technical solutions.
• Provide support for implementation and maintenance of IT systems.
• Provide after-hours support as needed.
• Provide escalation support to the Service Desk Team regarding issues with enterprise systems.
• Attend meetings weekly and provide weekly status reports.
• Support and maintain Windows Workstation and AV equipment.
• Work with and manage Windows Active Directory, Azure, and Intune including support of migration of workstations and objects User account and security group administration within Azure, Entra ID, Exchange, and Office 365.
• Deploy applications and system updates as needed using Intune.
• Ensure compliance of current security policies and remediations.
• Recognize trends and catch problems before users are impacted.
• Troubleshoot and administer SharePoint along with solving ‘how to’ questions for users.
• Communicate directly with end-users/management, when necessary, to resolve issues and complete requests.
• Contribute to documentation in the Knowledge Base, Standard Operating Procedures (SOP), work instructions, and job aids.
• Continuously cross-train to also support other technical tasks and responsibilities.
• White glove support-Drive customer satisfaction through personalized, high-quality support to senior staff and high-profile users.
• Clearly communicate escalated issues to Tier 3 and product managers as needed
• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
• Review all technical support-related processes and documentation for continuous improvement.

• Experience/Systems/Technology:Minimum 3 – 5 years’ experience in a tier 2 role supporting end-user computing in a Windows environment
• In-depth experience with Windows 10 and 11 administration, including configuration, maintenance, and security.
• Strong knowledge of Microsoft 365 administration, including Entra ID and Active Directory, MS OneDrive, Exchange, Teams, and SharePoint
• Familiar with scripting, PowerShell skills
• Experience using SolarWinds management software (or similar tool) to document, track, and report incident service requests
• Familiarity with AZURE, Intune, Antivirus, and security deployment tools.
• Working knowledge of remote desktop tools and VPN technologies
• Education:Minimum of High School Diploma or equivalent
• Certifications (preferred but not required)

Microsoft 365 Certified: Modern Desktop Administrator Associate

Microsoft Certified: Azure Fundamentals or Azure Administrator Associate

CompTIA A or CompTIA Network