XTN-3FFC251 | IT SUPPORT SPECIALIST L2

The IT Support Specialist L2 provides advanced technical support and system administration across our internal environment and client-facing systems. This role requires hands-on troubleshooting, Microsoft 365 and Active Directory/Entra ID administration, endpoint security, and clear communication with sensitive clients. You will act as the escalation point for Level 1 support while ensuring client trust, confidentiality, and service excellence.

•  Health Insurance/HMO 
•  Enjoy unlimited MadMax Coffee
•  Diverse learning & growth opportunities
•  Accessible Cloud HR platform (Sprout)
•  Above standard leaves

Advanced Technical Support & Escalations

• Serve as the escalation point for unresolved Level 1 issues, ensuring timely resolution of complex problems.
• Troubleshoot advanced issues across Windows operating systems, Microsoft 365 services, business applications, and endpoint devices.
• Diagnose and resolve hardware, OS, and connectivity problems on desktops, laptops, and peripherals.
• Manage and prioritize tickets to meet agreed service levels.

System Administration & Maintenance

• Administer user accounts, permissions, licenses, and policies in Active Directory and Microsoft 365 (Azure AD, Exchange Online, Teams, SharePoint, OneDrive).
• Manage group policies, security settings, and endpoint configurations.
• Monitor patching, backups, and endpoint security (BitLocker, Intune, antivirus, MFA).
• Conduct proactive maintenance to reduce downtime and improve reliability.

Networking & Connectivity

• Support and troubleshoot network services (DNS, DHCP, VPN, Wi-Fi, LAN).
• Escalate advanced networking or infrastructure issues to senior engineers or vendors.
• Basic troubleshooting on firewalls like Meraki, Fortinet, and SonicWall.

Security & Compliance

• Enforce MFA, encryption, and secure data handling practices.
• Assist in incident triage, including phishing attempts, quarantined emails, or suspicious logins.
• Maintain compliance with client-specific data security requirements.

Collaboration & Knowledge Sharing

• Work closely with senior IT staff on technology upgrades and small-scale rollouts.
• Provide mentoring and guidance to Level 1 support team members.
• Document troubleshooting steps, solutions, and SOPs in the internal knowledge base.

Customer Support & Communication

• Communicate technical solutions clearly to both technical and non-technical users.
• Handle sensitive client interactions with discretion and professionalism.
• Assist with client onboarding, endpoint setup, and user training when needed.

• Associate’s or Bachelor’s degree in IT, Computer Science, or related field preferred.
• Relevant certifications (CompTIA Network+, Security+, Microsoft 365 Certified, ITIL Foundation) are a strong plus.
• 3–5 years in IT support, with at least 1–2 years handling Level 2 escalations.

• Hands-on experience with Microsoft 365, Active Directory, endpoint security, and networking fundamentals.
• Familiarity with backup and recovery solutions.
• Experience with remote management tools (RDP, TeamViewer, Atera, etc.) and ticketing systems.
• A deep interest in AI and how it can apply to business.  

• Strong troubleshooting across hardware, software, Microsoft 365, and networking.
• Knowledge of DNS, DHCP, VPN, and endpoint security tools.
• Excellent documentation and communication skills.
• Ability to work independently in a small team and handle sensitive client interactions with discretion.