IT Support Technician – Tier II

About the role

As an IT Support Technician – Tier II you will act as the escalation point for complex technical issues, providing advanced support for hardware, software, network and infrastructure while mentoring Tier I staff.

Key responsibilities

• Serve as escalation point for Tier I technicians on unresolved hardware, software and connectivity problems.
• Diagnose and resolve Tier II issues, performing root‑cause analysis for recurring problems.
• Administer Microsoft 365 services (Exchange Online, Teams, SharePoint, OneDrive) including mailbox permissions, distribution lists, shared mailboxes and mail flow rules.
• Support conditional access policies, multi‑factor authentication and license management.
• Troubleshoot advanced Windows, Linux and macOS desktop, laptop and server issues, including performance and configuration.
• Manage endpoint deployment, imaging and configuration using Intune or similar MDM tools.
• Diagnose network connectivity issues (VPN, Wi‑Fi, DNS, DHCP) and coordinate with Network/Systems Administrators.
• Provide support for printers, AV equipment and conference‑room technology, addressing recurring hardware failures.
• Administer user accounts and identity management tasks.

Required profile

• Proven experience in Tier II IT support or a similar technical role.
• Ability to handle escalated or sensitive support requests with professionalism.
• Willingness to mentor Tier I technicians and contribute to process improvement.

Required skills

• Microsoft 365 administration (Exchange Online, Teams, SharePoint, OneDrive).
• Mailbox permissions, distribution lists, shared mailboxes, mail flow rules.
• Conditional access, MFA, license assignment/management.
• Windows, Linux and macOS troubleshooting.
• Endpoint deployment and imaging using Intune or comparable MDM solutions.
• Network troubleshooting (VPN, Wi‑Fi, DNS, DHCP).
• Printer, AV and conference‑room technology support.
• User account and identity management.