Product Support Specialist II

Position: IS Product Support Specialist II
Position Summary
The  IS/Product Support Specialist II  provides Level 1 and Level 2 support for internal information systems and business applications, ensuring reliable access, performance, and user experience. The role is responsible for troubleshooting application, access, authentication, Microsoft 365, VPN, and system-related issues; supporting user onboarding and access management; maintaining support documentation; and collaborating with internal teams and vendors to resolve incidents and service requests as well as supporting all release management activities.

In addition, the position supports day-to-day operations through basic windows and Linux administration, system monitoring, operational maintenance, and process improvement initiatives. The incumbent assists with user and permission management, investigates operational alerts and application issues, and identifies opportunities to automate routine administrative tasks using scripting tools where appropriate. This role is ideal for an experienced support professional with a strong operational mindset who is comfortable working in both Microsoft o365 and Linux environments and interested in developing their technical and automation skills.

Key Responsibilities
Helpdesk & User Support

Provide Level 1 and Level 2 technical support for internal users.

Troubleshoot issues related to:

Business applications

User accounts and permissions

Authentication and access

Microsoft 365

VPN and remote access

Linux and Windows environments

General system and connectivity issues

Investigate incidents and service requests and elevate more complex issues when required.

Support user onboarding, offboarding, and internal role changes.

Maintain clear records of incidents, requests, resolutions, and recurring issues.

Create and maintain basic support documentation and knowledge-base articles.

Communicate effectively with both technical and non-technical users.

Linux & Systems Administration

Perform basic Linux system administration and troubleshooting.

Work with Linux command-line tools to investigate system and application issues.

Review logs, services, system status, disk usage, processes, and other basic system information.

Assist with user and permission management in Linux environments.

Strong knowledge of SFTP and secure file transfer practices

Support routine operational and maintenance activities.

Escalate infrastructure or application issues when deeper technical expertise is required.

The incumbent is not expected to be a senior Linux administrator but should be comfortable working in a Linux environment and willing to develop their skills.

IT Operations & Administration

Monitor applications, services, scheduled processes, and operational alerts.

Investigate failed jobs, application errors, service interruptions, and access-related issues.

Assist with general system administration and operational maintenance.

Coordinate with internal IT teams, application teams, and external vendors when required.

Help maintain operational documentation and standard procedures.

Participate in access management, security, compliance, and audit-related activities where appropriate.

Automation & Process Improvement

Identify repetitive support and administrative activities that could be simplified or automated.

Use basic scripting where appropriate to improve efficiency.

Power Shell experience or familiarity is considered an asset.

Assist with automation of tasks such as:

User administration

Account provisioning

Permission management

Reporting

Log collection

System checks

Routine administrative activities

Help improve existing support and operational processes.

The incumbent is not expected to be a software developer. The focus is on using scripting and automation to support IT administration and…