IT Tier 2 Support Technician

## IT Tier 2 Support Technician Apply locations:
1124 Tower Road, Schaumburg, IL 60173time type:
Full time posted on:
Posted Todayjob requisition :
JR100046

Novaspect, Inc., an Emerson Impact Partner and a global leader in automation systems and solutions, is currently seeking a proactive, technically skilled
** IT Support Technician II
** to join our team.

This role is the technical backbone between frontline support and our senior Systems, Network, and Security teams, handling escalated support requests and contributing to the stability and security of our IT environment. It demands advanced troubleshooting, strong communication, and hands-on experience with enterprise tools in a Microsoft-centric, security-conscious environment.
** IT Tier 2 Support Technician

Essential Duties & Responsibilities:

***** Support & Escalation Ownership
**** Serve as the primary escalation point for Tier 1 Help Desk tickets, delivering timely, accurate root-cause analysis and resolution
* Act as both Level 1 and Level 2 responder depending on staffing and incident severity
* Own tickets through resolution - including user communication, documentation, and handoff when further escalation is required
* Manage support queues; ensure accurate ticket categorization, prioritization, and closure against SLA targets
* Participate in IT projects, system rollouts, and process improvements
*** Microsoft 365 & Identity Administration
**** Administer and support the Microsoft 365 E5 suite:
Exchange Online (including shared and non-user mailboxes, calendars), Microsoft Teams (including basic Teams Phone support), and One Drive and SharePoint Online (basic to advanced administration)
* Support Active Directory (on-prem) and Entra : user provisioning and deprovisioning, security and distribution group management
* Support MFA and identity-related troubleshooting (hybrid identity / Azure AD Connect / SSO)
*** Endpoint, Mobile & Device Management
**** Deploy Dell Windows 11 laptops using Microsoft Intune, Windows Autopilot, and PDQ Deploy
* Handle onboarding/offboarding, including hardware setup, software provisioning, and access management
* Manage endpoint and mobile devices via Intune, including enrollment, policies, and troubleshooting
* Perform firmware, BIOS, and driver updates using Dell Command Update
*** Security, Compliance & Monitoring
**** Provide Tier 2 support for endpoint security tools (e.g., Crowd Strike)
* Manage phishing response using KnowBe4 PhishER
* Monitor and remediate unauthorized software
* Support compliance activities, including audits and access reviews
* Use monitoring tools (PRTG, Zabbix) to identify and resolve issues
*** Networking, Servers & Infrastructure Support
**** Troubleshoot network connectivity: DNS, DHCP, TCP/IP, wired and wireless access, and VPN
* Support Dell servers in Hyper-V environments (basic VM operations and monitoring)
* Support endpoints with WSUS / Intune / third-party application patching
* Manage conference room AV equipment, performing proactive health checks to ensure reliability and resolve issues before meetings
* Collaborate with Network, System, and Cybersecurity Admins on complex issues and infrastructure initiatives
*** Asset, Inventory & Lifecycle Management
**** Maintain Fresh service asset management for inventory tracking and lifecycle updates
* Support system improvements and audits
* Manage hardware shipments, inventory, and ordering devices
*** Documentation, Training & Knowledge Sharing
**** Maintain and enhance knowledge base, SOPs, and policies
* Deliver end-user training on Microsoft 365 and related tools
* Mentor Tier 1 technicians and interns, sharing knowledge and elevating the team
** IT Tier 2 Support Technician II Education, Skills, &

Experience:

*** Bachelor’s degree in Information Technology, Computer Science, or related field or equivalent hands-on experience
* 3-5 years of progressive professional IT support experience in a business environment, with demonstrated time in a Tier 2 Help Desk or equivalent role
* Strong hands-on experience with Windows 10/11, Microsoft 365 E5, Autopilot, and Active Directory required
* Ability to prioritize and manage multiple tasks in a fast-paced environment
* Strong troubleshooting methodology, documentation discipline, and professional communication skills
* Experience with mobile device support and Microsoft Intune
* ITSM & asset management tools:
Fresh service, PDQ
* Familiarity with endpoint protection platforms (Crowd Strike or similar)
* Solid grasp of networking fundamentals and remote access technologies
* Genuine curiosity to solve problems and have strong customer-service mindset
** IT Tier 2 Support Technician Additional Requirements
*** Understanding of the principles of ITIL 4 Foundation
* Experience with or understanding of Exchange Online and Microsoft Teams administration
* Mobile administration:
Apple Business Manager, Verizon Admin Portal
* Familiarity with Power Shell scripting for automation and diagnostics
* Exposure to hybrid identity environments (Azure AD…