Tier 2 IT Support Specialist

With headquarters on Long Island, come see why Long Island Business News honored LDI Connect with an award that recognizes our commitment to a high performing- yet people-centered workplace culture. Our other offices in CT, NYC (right in Time Square), NJ and LA share the same commitment! LDI Connect is a high-performing technology services company with a proven track record of creating rewarding careers. We do it all - from commercial security solutions, document management, managed IT services, hosted/cloud services, phone systems, and professional audio/video systems, AI and even copiers, printers, with a full line of production equipment. The Level 2 IT Support Specialist serves as the primary escalation point for complex technical issues while also providing direct, client-facing support. This hybrid role requires strong diagnostic skills, professional communication, and the ability to manage concurrent tickets in a fast-paced, SLA-driven MSP environment. The ideal candidate thrives in a dynamic setting, brings solid Microsoft 365 and networking fundamentals, and takes pride in delivering a premium client experience. This role will require frequent travel throughout Connecticut, New Jersey, New York City, and Long Island. Qualified candidates in any of those areas can be considered if they are willing to travel as needed. What You’ll Do Act as the primary escalation point for tickets from Level 1, driving timely resolution of complex technical issues within defined SLAs. Provide direct client-facing support via phone, email, remote session, and occasional on-site visits throughout the NYC Metro area. **CT/NYC/ LI/ NJ Administer Microsoft 365 environments — Exchange Online, SharePoint, Teams, OneDrive, and Intune MDM/device management. Manage Azure Active Directory / Entra ID: user lifecycle, group policies, conditional access policies, MFA enrollment, and SSO configurations. Troubleshoot and configure network infrastructure including firewalls (Fortinet, Cisco, Meraki), managed switches, VLANs, and Wi-Fi access points. Maintain accurate, detailed ticket documentation, resolution notes, and knowledge base articles within PSA/RMM platforms (ConnectWise, Autotask, or similar). Collaborate with Level 3/4 engineers on escalated infrastructure and security issues, providing clear handoff context. Identify patterns in recurring incidents and contribute to root cause analysis and permanent resolution strategies. Participate in after-hours / on-call rotation as required by business needs. What We’re Looking For 3+ years of IT support experience, with at least 1 year in an MSP or multi-client #J-18808-Ljbffr LDI Connect