IT Support Specialist, Tier 2

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Kraken Robotics is currently recruiting for an IT Support Specialist, Tier 2 to join our Houston, Texas office .

The IT Support Specialist (Tier
2) is the primary onsite IT resource for the Kraken Houston office s with periodic travel to regional offices providing hands-on support. The role owns support requests from initial contact through resolution, delivering first-line service for day-to-day needs while also acting as the Tier 2 escalation point for complex endpoint, identity, application, network, and infrastructure issues.

This is a broad, hands-on role suited to an experienced support professional who can move comfortably between end user support and junior systems administration. The successful candidate will resolve issues independently where practical, perform approved administrative and infrastructure tasks, coordinate with specialized IT teams and vendors when deeper expertise is required, and maintain a high standard of service, security, and documentation.

• Serve as the first point of contact for onsite and remote users, responding through the approved ticketing system, email, phone, chat, and walk-up support channels.
• Own incidents and service requests from intake through resolution, including triage, prioritization, troubleshooting, user communication, escalation, and closure.
• Diagnose and resolve issues involving laptops, desktops, mobile devices, printers, peripherals, operating systems, business applications, Microsoft 365, collaboration tools, VPN, Wi-Fi, and general connectivity.
• Complete routine service requests such as password and MFA support, software installation, device setup, access changes, equipment replacement, and onboarding and offboarding activities.
• Provide clear, professional, and timely updates to users and confirm that service has been restored before closing requests.
• Provide practical user guidance and short training sessions where recurring questions or technology changes create a need.
• Act as the local escalation point for complex, recurring, high-impact, or administratively restricted technical issues.
• Use system logs, command-line tools, remote management platforms, monitoring data, and structured troubleshooting methods to identify root causes and restore services.
• Troubleshoot advanced endpoint, account, permissions, application, device management, network, and connectivity issues that cannot be resolved through standard first-line procedures.
• Coordinate with infrastructure, cybersecurity, enterprise applications, vendors, internet service providers, and other technical owners when issues require specialized access or expertise.
• Identify recurring incidents and recommend corrective actions, knowledge articles, configuration improvements, or problem-management follow-up.

• Perform pre-approved routine administration and maintenance of user accounts, groups, permissions, endpoints, servers, network equipment, storage, backups, and cloud services.
• Support Microsoft 365 and identity administration, including Exchange Online, Teams, SharePoint, One Drive, Entra , MFA, licensing, group membership, and role-based access in accordance with approved processes.
• Assist with endpoint deployment and management, including device configuration, software distribution, compliance policies, patching, security controls, and lifecycle activities.
• Monitor local infrastructure and respond to alerts or service degradation involving servers, switches, wireless access points, internet connectivity, backup jobs, and related systems.
• Perform basic network administration and troubleshooting involving LAN/WAN, TCP/IP, DNS, DHCP, VPN, Wi-Fi, switching, routing, firewalls, and ISP services, escalating material changes to the appropriate owner.
• Assist with server and system upgrades, patching, configuration changes, backup verification, recovery activities, and other planned maintenance under established change controls.
• Support onsite technology for meeting spaces, communications equipment, and other office systems within the IT support scope.

• Participate in infrastructure rollouts,…