Tier II Support Technician

Technical Support & Troubleshooting Resolve escalated incidents from Tier I involving: Windows and macOS operating systems Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) Active Directory / Entra ID user and group management Endpoint issues (hardware, peripherals, docking stations) Diagnose and resolve issues related to: Network connectivity (DNS, Wi-Fi) Application failures and system errors Authentication and access problems Incident & Case Management Own assigned tickets through resolution, including follow-up and documentation Prioritize cases based on impact, urgency, and SLA requirements Escalate appropriately to management, infrastructure, or vendors with complete troubleshooting details Ensure accurate and timely ticket updates Systems & Tools Support and administer endpoint management tools (e.g., Intune, SCCM, JAMF) Utilize ticketing systems (ServiceNow, Jira, Zendesk, etc.) Maintain and contribute to the knowledge base and SOP documentation Support onboarding and offboarding processes in coordination with HR and IT Security Required Qualifications 24 years of experience in IT support or helpdesk roles Demonstrated Tier I experience with escalation handling Strong troubleshooting and problem-solving skills Experience supporting Microsoft Windows & Mac environments Familiarity with Microsoft 365 and directory services Ability to manage multiple priorities in a fast-paced environment

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