IT Support Specialist II

Operational Level 2 It Support Specialist - Service Desk

Looking for an operational level 2 IT support specialist - service desk to join our team. Working closely in a team environment to ensure client expectations are being met and escalated service requests are prioritized appropriately.

Core Responsibilities:

• Resolve escalated technical issues from level 1 support team
• Provide advanced troubleshooting for cloud environments (Microsoft 365, Azure, AWS)
• Manage firewall and network infrastructure support
• Handle identity and access management issues
• Support MDM solutions and security platforms
• Mentor level 1 technicians
• Maintain technical documentation

Technical Support Areas:

• Microsoft 365 suite and Azure services
• AWS cloud services
• Advanced Active Directory administration and troubleshooting
• Identity management (Microsoft Entra ID, Okta, JumpCloud)
• Mobile Device Management (Intune, JAMF)
• Firewalls (SonicWALL, Fortinet, Sophos)
• Network infrastructure (HP/Aruba, Cisco)
• VLAN configuration and routing
• Security tools and MDR/SIEM platforms
• Windows Server 2019/2022

Required Skills:

• Expert-level Active Directory troubleshooting
• Strong experience with identity management platforms
• Proficiency with multiple firewall platforms
• Advanced networking knowledge (HP/Aruba, Cisco)
• MDM platform administration
• Cloud services support (M365, Azure, AWS)
• Excellent written and verbal communication
• Strong time management abilities
• Organized and detail-oriented
• Project coordination experience

Desired Certifications:

• Microsoft 365 Certified: Enterprise Administrator Expert
• AWS Certified Cloud Practitioner or higher
• Cisco CCNA
• CompTIA Security+
• Relevant firewall certifications (NSE, SNSA)

Requirements:

• 5+ years technical support experience
• Strong incident management abilities
• Rotating on-call shifts
• Excellent documentation skills