IT Support Specialist II

Position Summary

The IT Support Specialist II serves as a key escalation point within TenCate Grass's IT support structure, bridging front-line support operations with the broader IT Infrastructure & Operations team. This role requires strong technical expertise, professional communication, and a service-first mindset. The position is responsible for resolving complex incidents, coordinating cross-functional solutions, and delivering responsive, high-touch support to executives and other designated VIP users across the organization.

Key Responsibilities

• Escalation Management
  • Receive, triage, and resolve escalated incidents and service requests that exceed first-line support capabilities.
  • Diagnose complex hardware, software, network, and application issues across on-premises and cloud environments.
  • Maintain ownership of escalated tickets through resolution, accepted handoff, or further escalation, while providing timely updates and meeting service-level agreement (SLA) targets.
  • Provide structured feedback, coaching, and technical guidance to first-line support specialists to reduce repeat escalations and improve first-contact resolution.
  • Document root-cause findings and resolution steps in the IT service management (ITSM) knowledge base to support continuous improvement.
  • Prepare complete incident documentation for handoff or escalation, including symptoms, diagnostics performed, attempted workarounds, active hypotheses, business impact, affected users, and SLA status.
• IT Infrastructure Coordination
  • Serve as a primary liaison between the Service Desk and the IT Infrastructure & Operations team for incident escalation and problem management.
  • Collaborate with infrastructure engineers on network, server, identity and access management, and mobile device management issues affecting end users.
  • Participate in change advisory processes to help assess and communicate end-user impacts before planned maintenance or system changes.
  • Support the rollout and testing of new systems, software, and hardware by serving as a technical bridge between operations teams and end users.
  • Identify recurring incidents that may indicate underlying infrastructure issues and escalate them appropriately.
• Executive and VIP Support
  • Serve as a dedicated point of contact for executives, senior leadership, and other designated VIP users.
  • Provide responsive, discreet, and high-quality support, including on-site assistance when required.
  • Proactively support device readiness, business travel needs, and audiovisual and conferencing setup for key meetings.
  • Support executive meetings, board sessions, off-site meetings, and other business-critical events as required.
  • Maintain strict confidentiality, professionalism, and awareness of business sensitivity in all interactions.
• Service Desk Operations
  • Monitor Service Desk queues and assist with workload distribution during peak periods or first-line support staffing gaps.
  • Create and maintain technical documentation, standard operating procedures, knowledge articles, and end-user guides.
  • Support employee onboarding and offboarding, including account provisioning, device configuration, and access management.
  • Analyze recurring incidents and service requests to help identify and resolve broader issues affecting multiple users.

Qualifications

• Associate's or bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• CompTIA A+, Network+, or Security+ certification preferred.
• ITIL Foundation certification preferred.
• Microsoft 365, Azure, or a comparable cloud-platform certification preferred.
• At least three years of experience in an IT support role, including a minimum of one year operating at a Tier 2 or equivalent level.
• Demonstrated experience resolving complex technical escalations in a structured ITSM environment.
• Experience supporting executives or other VIP users in a corporate environment strongly preferred.
• Experience coordinating with infrastructure, network, or security operations teams preferred.

Technical Skills

• Proficiency supporting Windows 11, iOS, and Android devices.
• Strong working knowledge of Microsoft 365 applications and administration, including Exchange Online, Teams, SharePoint, and Intune.
• Experience with Active Directory and Microsoft Entra ID user and device management.
• Familiarity with ITSM platforms such as HaloITSM, ServiceNow, Jira Service Management, or Freshservice.
• Working knowledge of TCP/IP networking fundamentals, VPN technologies, and wireless connectivity troubleshooting.
• Experience using endpoint-management and remote-support tools.

Core Competencies

• Clear and professional communication skills, with the ability to translate technical information for non-technical stakeholders.
• Systematic and analytical approach to diagnosing and resolving complex technical issues under pressure.
• Strong service orientation and commitment to delivering a positive user experience.
• Ability to build effective relationships across technical and non-technical teams within a global organization.
• Ability to manage competing priorities and shifting workloads in a fast-paced environment.
• Sound judgment and strict confidentiality, particularly when supporting executives and VIP users.
• Proactive approach to improving processes, documentation, and team capabilities.
• Strong ownership, accountability, reliability, follow-through, and attention to detail.

Work Environment and Travel

This is primarily an office-based role with travel to other TenCate Grass facilities, subsidiaries, and off-site locations. The position requires up to 25% travel, including the possibility of international travel, and may require occasional after-hours availability to support planned changes or emergency escalations.

Why Join TenCate Grass

• Opportunity to provide high-impact technology support within a growing global organization.
• Collaborative, team-oriented environment with exposure to enterprise technology and cross-functional operations.
• Competitive compensation and comprehensive benefits package, including medical, dental, vision, paid time off, holidays, and 401(k).

Work Authorization: Candidates must be authorized to work in the United States without current or future employer sponsorship.

This response is AI-generated, for reference only.