Tier II Support Specialist

Job Description

Job Description

We are looking for a Tier II Support Specialist to join a growing IT software team. This position is ideal for a support specialist with hands-on technical experience who enjoys solving challenging user issues across diverse environments. The role offers the opportunity to build expertise across core infrastructure and end-user technologies while developing toward senior engineering or project-focused work.

Responsibilities:
• Resolve escalated technical issues involving Microsoft 365, Windows systems, network connectivity, and endpoint security with a strong focus on timely restoration of service.
• Investigate complex desktop and user support requests, identify root causes, and implement practical solutions that minimize repeat incidents.
• Manage service desk tickets throughout the full support lifecycle, from initial assessment and prioritization through resolution and follow-up communication.
• Support user and system access needs within Active Directory, including account maintenance, permissions, and related administrative tasks.
• Provide troubleshooting assistance for Windows 10 environments and other Microsoft-based technologies used across client systems.
• Work across a range of client setups and technical platforms, adapting support approaches to different infrastructure and operational requirements.
• Take full ownership of advanced support cases, coordinating with internal teams when needed to ensure thorough and accurate resolution.
• Contribute to service improvement efforts by documenting recurring issues, sharing technical knowledge, and identifying opportunities for more efficient support delivery.