IT Support Specialist, Tier II

📋 Description

• Act as the primary escalation point for Level 2 IT issues originating from our internal Helpdesk.

• Diagnose and resolve intricate problems related to Microsoft 365, collaboration tools, and endpoint devices.

• Assist in onboarding and offboarding processes for employees, consultants, and contractors.

• Manage user access and authentication across Microsoft Entra ID and various SaaS platforms.

• Oversee SSO, MFA, password management (1Password), certificates, and guest access.

• Address admin consent requests and set up access for contractors and temporary positions.

• Manage permissions for SharePoint, DocuSign, Zoom AI, Atlassian, and other SaaS applications.

• Conduct regular license reviews and audits for enterprise applications.

• Supervise laptop shipping, imaging, and inventory tracking using Jira.

• Oversee conference room AV systems and recordings for company-wide meetings as needed to assist vendors.

• Respond to security-related alerts and facilitate access to secure systems and VPNs.

• Collaborate with vendors and internal teams to coordinate OEM support and renewals.

• Maintain the IT knowledge base in Confluence and enhance workflows.

• Proactively identify and implement enhancements to improve support quality and user experience.

⛳️ Requirements

• Bachelor's degree in IT, Computer Science, or a related field—or equivalent practical experience.

• Over 5 years of experience in Tier II support, service desk, or IT operations roles.

• Strong expertise in Microsoft 365, Entra ID, N-Central, and identity/access management systems.

• Familiarity with Jira Service Management and Confluence is advantageous.

• Comfortable providing support for SaaS platforms and collaboration tools.

• Excellent troubleshooting, documentation, and communication abilities.

• A proactive and collaborative mindset with the capacity to work independently.

• Willingness to provide occasional after-hours or on-call support.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holiday leave.

• Opportunities for professional development and career advancement.

• Flexible working arrangements and a supportive team environment.