IT Tier 2 Support Technician

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 PhishERMonitor 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 VPNSupport 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 teamIT Tier 2 Support Technician II Education, Skills, &

Experience:

Bachelor’s degree in Information Technology, Computer Science, or related field or equivalent hands-on experience3-5 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 IntuneITSM & asset management tools:
Fresh service, PDQFamiliarity 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 mindsetIT 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 Connect, SSO)
IT certifications such as CompTIA Network+, Microsoft 365 Certified:
Modern Desktop / Endpoint Administrator, or equivalentIT Tier 2 Support Technician

Physical Requirements Ability to lift up to 50 lbs Ability to grasp and manipulate small objects/tools; frequent use of small hand…