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Job Description & How to Apply Below
2) to deliver high-quality technical support for our internal users and managed services clients. This is a hands-on role responsible for owning Tier 2 incidents and requests end-to-end — from handling escalations out of Tier 1 through to full resolution — while working closely with Tier 3, Centralized Services, and Monitoring teams to keep systems running smoothly.
The ideal candidate combines strong troubleshooting ability across endpoints, Microsoft 365, identity management, networking, and a wide range of IT and building systems with excellent customer service and communication skills. You will be a key point of contact for technical issues, balancing fast, reliable resolution with clear documentation and a strong customer experience.
Key Responsibilities
Incident & Ticket Management
Resolve Tier 2 incidents and requests end-to-end, including ownership, communication, and documentation.
Maintain strong ticket hygiene in the PSA: accurate notes, time entries, troubleshooting steps, and closure summaries.
Contribute to KB/SOP documentation and help reduce repeat issues.
Endpoint & Application Support
Troubleshoot Windows 10/11 and macOS endpoints, laptops, peripherals, printers, common business applications, and remote access tools.
Support mobile devices (phones and tablets): setup, provisioning, configuration, data transfers, and decommissioning.
Microsoft 365 & Identity Support
Provide Microsoft 365 support:
Exchange Online basics (mail flow checks, shared mailboxes, permissions), Teams troubleshooting, SharePoint/One Drive sync and access issues, and licensing/user administration.
Support identity management:
Active Directory and Entra (account lockouts, group membership, access issues, MFA resets, sign-in troubleshooting, conditional access awareness).
Manage user account creation, updates, onboarding/offboarding, and decommissioning.
Network & Server Support
Troubleshoot networks: DNS/DHCP, VPN, firewalls, switches, Wi-Fi connectivity, VoIP phone systems, and basic routing/switching concepts; escalate complex issues appropriately.
Perform basic-to-intermediate server troubleshooting:
Windows Server services and event logs, file/print access, patching impacts, and basic virtualization awareness.
Facilities & Specialized Systems
Support boardroom and meeting room equipment: video conferencing hardware/software, TVs, projectors, and audio systems.
Support/troubleshoot IP-based and non-traditional IT systems (e.g., IP cameras/CCTV/NVR, building access control, building automation and audio systems, timecard systems, EV systems, digital signage, PoE basics) and coordinate vendor/Tier 3 escalations when needed.
Monitoring & Vendor Coordination
Monitor and manage system alerts, including outage/offline events across servers, network, software, hardware, and cybersecurity.
Act as the vendor coordination and liaison point for vendor-specific issues or requests.
Customer Service & On-Call Support
Provide friendly, clear, concise, and professional customer service via phone, email, chat, or video call, and follow up to ensure full resolution.
Participate in after-hours or on-call support rotations as assigned, in accordance with company policies and applicable employment standards.
Required Qualifications
Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field (e.g., Systems Administration, Networking) from an accredited institution.
4–9 years in IT support (MSP experience preferred) with proven Tier 2 troubleshooting capability.
Strong knowledge of Windows 10/11, Microsoft 365, AD/Entra concepts, and network fundamentals (DNS/DHCP/VPN/Wi-Fi).
Strong problem-solving skills with an analytical and detail-oriented mindset.
Strong communication and customer service skills; able to set expectations and follow through.
Strong task, time-management, and organizational skills, with the ability to multitask and adapt in a fast-paced, high-pressure environment.
Strong interpersonal skills; comfortable working with diverse clients, users, and handling challenging situations professionally.
Ability to prioritize and manage multiple…
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