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Position Overview

The IT Support Specialist II is responsible for implementing, administering, and supporting distributed systems, focusing on core Microsoft products, platforms, and virtualized environments with a focus on maintaining security best practices. Beyond systems, the IT Support Specialist II will harbor advanced knowledge of firewalling and switching, agnostic to a particular vendor. This role provides advanced technical support, addresses escalated issues, and plays a key part in maintaining seamless operations for critical technical incidents, including P1 and VIP support. While an IT Support Specialist II isn’t inherently taking the first line of calls, the expectation is to provide unparalleled customer service via phone and email support. Beyond assisting the client, the IT Support Specialist II is expected to share knowledge and empower our IT Support Specialist I team members to foster their growth as well.

Primary Responsibilities:

Ticket Management:

Work tickets that are assigned in order of SLA
Assess, plan, and resolve Tier 2 issues efficiently and effectively to ensure minimal disruption to customer operations
Be available for P1 escalations and prepared to assess site outages and perform disaster recovery at any given moment
Follow up with IT Support Specialist I escalations and provide insight regarding resolutions
Strong priority management

Call Transfer Support:

Accept transfer calls to assist with P1 incidents or VIP customer support needs, ensuring a seamless escalation process
Accept incoming calls regarding open tickets that are awaiting client response
Accept handoffs from service management

Collaboration, Communication, and Customer Service:

Collaborate with teammates and customers to provide clear, effective communication during issue resolution
Relay critical updates between technicians and customers promptly and professionally
Become a thriving part of the team, serving as a role model for our IT Support Specialist I technicians
Interface with all levels of client staff, from the secretary to the CEO, with tact and professionalism especially during tough issues
Strong verbal communication and telephone skills to support team collaboration and effective customer interactions
Demonstrate excellent customer service skills with a focus on professionalism and problem-solving
Able to remain calm under pressure and illustrate poise in conversations even in the worst technical situations

Technical Support and On-Site Assistance:

Perform advanced troubleshooting for escalated issues remotely or on-site (locally), as required
Follow dispatcher schedules for on-site (local) visits to resolve infrastructure challenges

Documentation and Standards:

Maintain accurate, up-to-date documentation of system changes and issue resolution activities
Actively utilize change control processes to keep others informed of ongoing changes in client environments
Adhere to all Standard Operating Procedures (SOPs) for tasks, functions, and organizational policies and create SOPs for future use as needed
Possess excellent note taking capabilities, providing detailed explanations of troubleshooting with screenshots where applicable

Development and On-Call Rotation:

Participate in our extensive certification bounty program and be rewarded for increasing your knowledge
Plot your own trajectory for upward movement, with the assistance of leadership
Participate in the on-call rotation as per organizational expectations for assigned locations

Miscellaneous:

Complete additional duties as assigned by managers

Qualifications:

Technical Expertise:

3-5 years of experience in a similar role
Proficiency with Windows Server (2012/2016/2019/2022/2025)
Familiarity with virtualization, primarily Hyper-V and VMware
Experience with Microsoft 365 administration and troubleshooting, including troubleshooting via PowerShell
Proficiency with user account troubleshooting, both local AD and Entra ID
Possess a deep understanding of mail flow and diagnosing mail flow issues (local Exchange knowledge is a plus)
Strong understanding of Azure, primarily IAAS offerings including AVD, but familiar with other core services such as storage accounts, key vaults, file shares, and Azure backup (familiarity with Azure Cloud Shell is desired)
Proven history of firewall management and implementation, with a fundamental understanding of protocols and standards that are not bound to a particular vendor (Sophos, Fortinet, and SonicWall experience are desired)
Comfortable with switching, primarily utilizing CLI to complete troubleshooting and management tasks
Excellent with workstation troubleshooting, including Windows 10/11 and macOS
In depth understanding of how DNS functions at a fundamental level, both internal and external to an enterprise network
Experienced with wireless network troubleshooting, particularly when remote
Although not a core requirement, an understanding of VOIP is advantageous
Proficiency in utilizing backup solutions (Veeam and Datto experience are desired)
Comfortable with executing disaster recovery to restore operations during major outages
Experience creating and reviewing PowerShell scripts

Certifications:

At least one advanced level certification is desired, examples including but not limited to:

AZ-104
AZ-500
AZ-700
AZ-800/801
CCNP
FCSS
CompTIA Server+
CompTIA CySA+

- Overall work experience is considered in lieu of certifications.

The hourly range for this role is $28-32, offers depends on skills and experience.

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IT Support Specialist II