Tier II Support Technician

We’re seeking a customer focused Tier II Help Desk Technician to provide first line support for Microsoft technologies including Microsoft 365 (Exchange Online, Teams, SharePoint Online, One Drive), Windows 10/11, Azure Active Directory/Entra , and standard productivity applications. You will triage incidents, resolve common issues, fulfill service requests, and escalate complex problems—delivering a consistent, friendly experience to end users.

• Frontline Incident Response
• Answer support tickets and log all interactions in the ITSM system.
• Perform initial triage, categorize/severity score incidents, and attempt first contact resolution.
• Follow standard operating procedures (SOPs) and knowledge base articles.
• Microsoft 365 End User Support
• Assist with Outlook/Exchange Online (mailbox access, shared mailboxes, mail flow troubleshooting).
• Support Microsoft Teams (sign in issues, meetings, audio/video, device setup, basic governance).
• Help with SharePoint Online/One Drive (sync issues, permissions requests, file recovery).
• Windows & Device Support
• Troubleshoot Windows 10/11 login, profile and application issues.
• Perform basic hardware diagnostics; support Intune managed devices (compliance checks, app installs, policy refresh).
• Accounts & Access
• Process basic account tasks in Azure AD/Entra  (password resets, unlocks, conditional access checks).
• Provision standard access per role based access controls (RBAC) and approved workflows.
• Service Requests & Onboarding
• Fulfill routine requests (software installs, license assignments, distribution list changes).
• Support new hire setup (accounts, MFA enrollment, devices, and starter guidance).
• Knowledge & Documentation
• Maintain accurate ticket notes and user communications.
• Contribute to the knowledge base (KB) with clear, repeatable solutions and “how to” guides.
• Escalation & Collaboration
• Escalate unresolved issues to Tier II/III according to SLAs.
• Collaborate with systems administrators, network engineers, and security teams when required.

• 3-5 years in an IT support/help desk role (or equivalent practical experience).
• Working knowledge of:
• Microsoft 365 apps (Outlook, Teams, SharePoint, One Drive).
• Windows 10/11 troubleshooting and user profile fundamentals.
• Azure AD/Entra s (password resets, MFA prompts, license assignments).
• Core networking concepts (DNS, DHCP, VPN) at a basic level.
• Microsoft 365 Admin portals (Exchange, Teams, SharePoint, Entra ).
• Intune/Endpoint Manager; SCCM (as applicable).
• Ticketing/ITSM platform; remote support tools (Quick Assist, Remote Desktop, Teams).
• Endpoint security/AV (Defender for Endpoint or equivalent).
• Strong customer service, communication, and documentation skills.
• Clear verbal/written communication; ability to explain technical concepts simply.
• Time management and prioritization under SLA guidelines.
• Attention to detail; consistent documentation practices.
• A personal growth mindset—willingness to learn and improve.

• Experience with Intune (device compliance, app deployments) and SCCM/Config Mgr basics.
• Familiarity with Exchange Online admin center and Teams admin center (read only or guided tasks).
• Scripting exposure (Power Shell) for repetitive tasks

• Microsoft 365 Certified:
  Fundamentals (MS 900)
• CompTIA Security+

• CND or GFACT or GSEC
• Microsoft Certified:
  Azure Fundamentals (AZ 900)
• Microsoft AVD Certification

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