Technical Support Specialist II

As a Technical Support Specialist II at MRE Consulting, you will provide advanced technical support and operational leadership within a fast-paced Managed Services environment. This role serves as the primary escalation point for Tier 1 technicians and is responsible for resolving complex technical issues, maintaining client infrastructure, and delivering an exceptional client experience. The ideal candidate demonstrates strong troubleshooting ability, a sense of urgency, accountability for outcomes, and pride in delivering high-quality work. You will escape issues from identification through resolution, mentor junior technicians, and contribute to continuous service improvement. Key Responsibilities Service Desk Operations Serve as the primary escalation point for Tier 1 technicians Manage and resolve escalated incidents, service requests, and alerts Perform advanced troubleshooting and root cause analysis across endpoint, cloud, and infrastructure systems Maintain ownership of tickets through resolution, ensuring SLA compliance and clear communication Prioritize and manage multiple client issues simultaneously Participate in major incident response and service restoration Microsoft 365 & Identity Management Administer and troubleshoot: Manage user provisioning, licensing, and access requests Troubleshoot MFA, Conditional Access, authentication, and email delivery issues Support tenant administration and migration activities Support Windows 10 and Windows 11 environments Manage endpoints using Intune, Group Policy, and RMM tools Deploy software, security policies, and configurations Troubleshoot performance, OS issues, and application failures Monitor patching and endpoint compliance Infrastructure & Networking Support and troubleshoot: Active Directory and Windows Server DNS, DHCP, VPN LAN/WAN and wireless networking Printers and peripherals Assist with firewall, switching, and network environments Escalate advanced infrastructure issues as needed Monitoring, Maintenance & Security Respond to RMM alerts and monitoring notifications Validate backups and elevate failures Assist with vulnerability remediation and security initiatives Support endpoint protection, Microsoft Defender, and email security tools Identify and elevate potential cybersecurity incidents Perform routine maintenance to improve system reliability Documentation & Process Improvement Maintain accurate ticket documentation experience with IT Glue Develop SOPs, knowledge base articles, and technical documentation Identify recurring issues and recommend improvements Contribute to automation and standardization efforts Team Development Mentor Tier 1 technicians and support skill development Assist with onboarding and training initiatives Reinforce accountability, consistency, and best practices Client Engagement Communicate clearly with end users and stakeholders Provide timely updates and resolution summaries Provide occasional onsite support as needed Additional Responsibilities Participate in on-call rotations and after-hours work Support project implementations and technology upgrades Required Qualifications Education & Experience Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience) 3–5 years of IT support, systems administration, or MSP experience Experience working within SLA-driven, ticket-based environments Technical Skills Windows 10/11 and Windows Server Active Directory Microsoft Intune and Group Policy DNS, DHCP, VPN, LAN/WAN Endpoint security tools and backup monitoring RMM platforms and PSA systems (HaloPSA, Ninja One preferred) Operational Skills Strong troubleshooting and analytical ability Effective prioritization and time management Excellent documentation habits and attention to detail Strong written and verbal communication Ability to explain technical concepts to non-technical users Demonstrated ownership and accountability Preferred Qualifications Hands-on experience with Microsoft Azure and cloud environments Hands-on experience with Intune deployments Familiarity with Cisco, Meraki, Fortinet, or SonicWall PowerShell scripting and automation MS-900, MD-102) Core MRE competencies Accountability & Ownership – Follows through and resolves issues end-to-end Technical Expertise – Troubleshoots across cloud, endpoint, and infrastructure systems Urgency & Initiative – Acts quickly to minimize client impact Leadership & Mentorship – Develops junior technicians through coaching Communication – Clear, professional, and proactive Attention to Detail – Accurate documentation and follow-through Professional Pride – Delivers high-quality, consistent work MRE Consulting provides a comprehensive benefits package designed to support your health, financial well-being, and professional growth. Medical, Dental, and Vision Insurance Health Savings Account (HSA) Flexible Spending Account (FSA) Life Insurance Disability Insurance Supplemental Life Insurance Options 401(k) Retirement Plan Employee Referral Program Paid Time Off (PTO) Company-Paid Holidays Professional Development Technical Training and Certification Support Mentorship from Senior Engineers and Technical Leaders Hands-on Experience with Enterprise, Cloud, and Security Technologies Collaborative Team Environment Company-Sponsored Events and Activities Merit-Based Career Advancement Access to Modern Tools and Technologies Opportunity to Work Alongside Experienced Engineers and Architects Paid Holidays MRE observes major U.S. business holidays, including: New Year’s Day Memorial Day Independence Day Labor Day Thanksgiving Day (and the following day) #J-18808-Ljbffr