Technical Support Specialist II

As a Technical Support Specialist II at MRE Consulting, you will provide advanced technical support and operational leadership within a fast-paced Managed Services environment. This role serves as the primary escalation point for Tier 1 technicians and is responsible for resolving complex technical issues, maintaining client infrastructure, and delivering an exceptional client experience.

The ideal candidate demonstrates strong troubleshooting ability, a sense of urgency, accountability for outcomes, and pride in delivering high-quality work. You will escape issues from identification through resolution, mentor junior technicians, and contribute to continuous service improvement.

• Serve as the primary escalation point for Tier 1 technicians
• Manage and resolve escalated incidents, service requests, and alerts
• Perform advanced troubleshooting and root cause analysis across endpoint, cloud, and infrastructure systems
• Maintain ownership of tickets through resolution, ensuring SLA compliance and clear communication
• Prioritize and manage multiple client issues simultaneously
• Participate in major incident response and service restoration

• Administer and troubleshoot:
• Manage user provisioning, licensing, and access requests
• Troubleshoot MFA, Conditional Access, authentication, and email delivery issues
• Support tenant administration and migration activities
• Support Windows 10 and Windows 11 environments
• Manage endpoints using Intune, Group Policy, and RMM tools
• Deploy software, security policies, and configurations
• Troubleshoot performance, OS issues, and application failures
• Monitor patching and endpoint compliance

• Support and troubleshoot:
• Active Directory and Windows Server
• DNS, DHCP, VPN
• LAN/WAN and wireless networking
• Printers and peripherals
• Assist with firewall, switching, and network environments
• Escalate advanced infrastructure issues as needed

• Respond to RMM alerts and monitoring notifications
• Validate backups and elevate failures
• Assist with vulnerability remediation and security initiatives
• Support endpoint protection, Microsoft Defender, and email security tools
• Identify and elevate potential cybersecurity incidents
• Perform routine maintenance to improve system reliability

• Maintain accurate ticket documentation experience with IT Glue
• Develop SOPs, knowledge base articles, and technical documentation
• Identify recurring issues and recommend improvements
• Contribute to automation and standardization efforts

• Mentor Tier 1 technicians and support skill development
• Assist with onboarding and training initiatives
• Reinforce accountability, consistency, and best practices

• Communicate clearly with end users and stakeholders
• Provide timely updates and resolution summaries
• Provide occasional onsite support as needed

• Participate in on-call rotations and after-hours work
• Support project implementations and technology upgrades

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
• 3–5 years of IT support, systems administration, or MSP experience
• Experience working within SLA-driven, ticket-based environments

• Windows 10/11 and Windows Server
• Active Directory
• Microsoft Intune and Group Policy
• DNS, DHCP, VPN, LAN/WAN
• Endpoint security tools and backup monitoring
• RMM platforms and PSA systems (HaloPSA, Ninja One preferred)

• Strong troubleshooting and analytical ability
• Effective prioritization and time management
• Excellent documentation habits and attention to detail
• Strong written and verbal communication
• Ability to explain technical concepts to non-technical users
• Demonstrated ownership and accountability

• Hands-on experience with Microsoft Azure and cloud environments
• Hands-on experience with Intune deployments
• Familiarity with Cisco, Meraki, Fortinet, or Sonic Wall
• Power Shell scripting and automation
• MS-900, MD-102)

• Accountability & Ownership – Follows through and resolves…