IT Support Specialist - Level 2 (Cranston, RI or Austin, TX)

Provides advanced technical support to end-users across hardware, software, networking, and system issues. Handles escalated support tickets and contributes to maintaining and improving IT systems. Serves as a key escalation point between Level 1 support and senior technical staff or system administrators.

Responsibilities

• Provide second-level technical support for hardware, software, and networking issues.
• Troubleshoot and resolve complex issues related to operating systems, application software, and network connectivity.
• Assist in maintaining IT documentation, including troubleshooting procedures, installation instructions, and user guides.
• Collaborate with IT team members to improve processes and enhance overall service quality.
• Assist with network troubleshooting, VPN support, and Wi-Fi connectivity issues.
• Support Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) and common business applications.
• Document resolutions and contribute to the internal knowledge base.
• Provide guidance and mentorship to Level 1 and Help Desk teams.
• Stay updated with emerging technologies and advancements in IT support.

Requirements

• Associate's degree in Information Technology, Computer Science, or a related field; Bachelor's degree preferred.
• Minimum of 3 years of experience in IT support or a related technical role.
• Strong knowledge of Microsoft 365 Suite and Azure Services.
• Proficiency in Entra administration and troubleshooting.
• Experience with AWS cloud services, Identity Management, and Firewalls.
• Knowledge in network infrastructure (HP/Aruba, Cisco, SonicWall, Unifi).
• Excellent problem-solving and communication skills.
• Ability to work independently and in a team-oriented environment.

Preferred Qualifications

• IT certifications (e.g., CompTIA Security+ and Network+, Firewall Certifications, Microsoft certified, CCNA, AWS Certified, SonicWALL Network Security Administrator, Jamf).
• Proficient with remote support tools and systems.

Key Performance Indicators

• Average Resolution Time: Average time taken to resolve support tickets.
• Cross-Functional Collaboration: Participation in cross-team meetings, design sessions, or integration efforts.
• User Satisfaction Score (CSAT): Measured via post-resolution surveys.
• Mentorship & Knowledge Sharing: Contributions to onboarding, documentation, or internal training.

About Korn Ferry

Korn Ferry unleashes potential in people, teams, and organizations. We work with our clients to design optimal organization structures, roles, and responsibilities. We help them hire the right people and advise them on how to reward and motivate their workforce while developing professionals as they navigate and advance their careers.