Specialist, IT Application and Infra Management

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Job Title: IT Support Services Tier II / Senior IT Support Engineer

Position Overview The Senior IT Support Engineer / Tier II Technician is a customer service-oriented role responsible for providing second-level technical phone and chat support for internal customers and end-users within the organization. Operating as a critical member of a highly skilled IT team, this individual will support an office network of over 300 locations and 2,200+ employees. The successful candidate will troubleshoot hardware and software issues, maintain and update IT systems, manage IT projects, and implement new technologies to ensure efficient operations.

Key Responsibilities

• End-User Support:
• Provide technical support and assistance to end-users and clients, responding to inbound calls, voicemails, and online tickets.
• Perform basic Help Desk functions, including password resets, mapping drives, and printer troubleshooting/installation.
• Walk users through problem-solving steps and maintain a high quality of service within established call time guidelines.
• Provide training and support to end-users to ensure effective use of IT systems and applications.
• Hardware & Software Troubleshooting:
• Troubleshoot, diagnose, and resolve hardware and software issues related to desktops, laptops, servers, and network equipment.
• Utilize support tools, including remote tools and diagnostic applications, to support company-approved hardware and peripherals.
• Provide Operating System support, including Apple Mac support via Jamf.
• Install approved software applications and modify configurations, utilities, and default settings for local workstations.
• Configure and support mobile devices (primarily iOS and Android) for email and security.
• System Administration & Maintenance:
• Maintain and update servers, network infrastructure, and software applications.
• Manage Active Directory and Azure AD.
• Provide Microsoft Intune management and support.
• Create, modify, and disable various accounts (e.g., Infocenter, Peoplenet).
• Conduct regular maintenance and data backups for IT systems.
• Monitor and maintain system security, including antivirus and firewall configurations.
• Maintain compliance with all IT General Controls, Policies, and Procedures.
• Project & Ticket Management:
• Manage and prioritize IT support tickets, utilizing Help Desk logging software to document each ticket accurately and consistently.
• Track, monitor, and follow up on incidents by reviewing daily open reports to ensure SLAs and OLAs are met.
• Escalate issues within the team or to other IT teams as necessary.
• Implement new technologies to improve IT system efficiency and participate in IT project planning, design, and implementation.
• Work with team members to develop IT policies and manage vendor relationships and contracts for IT services/equipment.
• Complete other duties and special projects as assigned.

Education & Qualifications

• Education & Experience:
• High school diploma/GED required; Bachelor’s degree in Computer Science, Information Technology, or a related field is highly preferred.
• Minimum of 1 to 5 years of experience in Help Desk, Technical Support, or a related IT field.
• Technical Skills:
• Knowledge of Microsoft Windows, Mac OS, and Linux operating systems.
• Familiarity with Google products (Apps, Gmail), Microsoft Windows, and the Office Suite.
• Experience with cloud-based technologies (Office 365, Google Workspace) and virtualization technologies (VMware, Hyper-V).
• Knowledge of network infrastructure and protocols, including TCP/IP, DNS, DHCP, and VPN.
• PowerShell scripting experience.
• Strong troubleshooting knowledge, including supporting web-based applications.
• Tools & Frameworks:
• Experience with ITIL or other IT service management frameworks.
• Experience with the Ivanti ticketing system is preferred.
• Soft Skills:
• Strong problem-solving, analytical, and active listening skills.
• Excellent customer service, verbal, and written communication skills.
• Ability to work both independently and collaboratively as part of a team environment.
• Certifications:
• Certifications such as CompTIA A+, Network+, Security+, Microsoft MCSE, or Cisco CCNA are considered a plus.

Is this the job for you? We would love to hear from you! Please apply directly to the role and we will get in touch with you.