Tier 2 IT Support Specialist

About the role

LDI Connect is a high-performing technology services company with a commitment to a high performing yet people-centered workplace culture. Our offices in Long Island, Connecticut, New York City, New Jersey, and Los Angeles share this commitment.

Responsibilities

• Act as the primary escalation point for tickets from Level 1, driving timely resolution of complex technical issues within defined SLAs.
• Provide direct client-facing support via phone, email, remote session, and occasional on-site visits throughout the NYC Metro area.
• Administer Microsoft 365 environments — Exchange Online, SharePoint, Teams, OneDrive, and Intune MDM/device management.
• Manage Azure Active Directory / Entra ID: user lifecycle, group policies, conditional access policies, MFA enrollment, and SSO configurations.
• Troubleshoot and configure network infrastructure including firewalls (Fortinet, Cisco, Meraki), managed switches, VLANs, and Wi-Fi access points.
• Maintain accurate, detailed ticket documentation, resolution notes, and knowledge base articles within PSA/RMM platforms (ConnectWise, Autotask, or similar).
• Collaborate with Level 3/4 engineers on escalated infrastructure and security issues, providing clear handoff context.
• Identify patterns in recurring incidents and contribute to root cause analysis and permanent resolution strategies.
• Participate in after-hours / on-call rotation as required by business needs.

Requirements

• 3+ years of IT support experience, with at least 1 year in an MSP or multi-client environment.
• Proficiency with Microsoft 365 administration — Exchange Online, Teams, SharePoint, OneDrive, and Intune.
• Hands-on experience with Azure Active Directory / Entra ID: user/group management, conditional access, MFA, and SSPR.
• Solid understanding of networking fundamentals: TCP/IP, DNS, DHCP, VLANs, routing, and subnetting.
• Experience configuring and troubleshooting firewall and switching hardware (Fortinet, Cisco, Meraki, Ubiquiti, or equivalent).
• Strong client communication skills — ability to translate complex technical issues into clear, non-technical language.
• Demonstrated ability to manage and prioritize multiple concurrent tickets in an SLA-driven environment.
• Valid driver's license and reliable transportation for occasional client site visits in the NYC Metro area.

Qualifications

• Microsoft certifications: MD-102 (Endpoint Administrator), MS-102 (Enterprise Administrator), or AZ-104 (Azure Administrator).
• CompTIA certifications: A+, Network+, or Security+
• Experience with ConnectWise, Kaseya, or similar ticketing/professional services automation platforms.
• Familiarity with ITIL framework and service management best practices.
• PowerShell scripting experience for automation and administration tasks.

Skills

• Strong diagnostic skills.
• Professional communication.
• Ability to manage concurrent tickets in a fast-paced environment.

Benefits

LDI Connect offers a competitive compensation package, including a typical base salary range of $55,000 to $70,000, with the actual salary depending on experience. LDI Connect and its affiliates provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Pay

$55,000 to $70,000 annually, based on experience.

Schedule

Hybrid work schedule with frequent travel throughout Connecticut, New Jersey, New York City, and Long Island.