Tier II Support Technician (Shift Schedules: Day, Evening and Night)

We’re seeking a customer‑focused Tier II Support Technician to provide first‑line support for Microsoft technologies including Microsoft 365 (Exchange Online, Teams, SharePoint Online, OneDrive), Windows 10/11, Azure Active Directory/Entra ID, and standard productivity applications. The role involves triaging incidents, resolving common issues, fulfilling service requests, and escalating complex problems while delivering a consistent, friendly experience to end users.

Responsibilities

• Answer support tickets and log all interactions in the ITSM system; perform initial triage, categorize/severity‑score incidents, and attempt first‑contact resolution; follow standard operating procedures and knowledge‑base articles.
• Assist with Outlook/Exchange Online (mailbox access, shared mailboxes, mail‑flow troubleshooting).
• Support Microsoft Teams (sign‑in issues, meetings, audio/video, device setup, basic governance).
• Help with SharePoint Online/OneDrive (sync issues, permissions requests, file recovery).
• Troubleshoot Windows 10/11 login, profile and application issues; perform basic hardware diagnostics; support Intune‑managed devices (compliance checks, app installs, policy refresh).
• Process basic account tasks in Azure AD/Entra ID (password resets, unlocks, conditional‑access checks); provision standard access per role‑based access controls and approved workflows.
• Fulfill routine service requests (software installs, license assignments, distribution‑list changes) and support new‑hire setup (accounts, MFA enrollment, devices, starter guidance).
• Maintain accurate ticket notes and user communications; contribute to the knowledge base with clear, repeatable solutions and “how‑to” guides.
• Escalate unresolved issues to Tier II/III according to SLAs; collaborate with systems administrators, network engineers, and security teams when required.

Requirements

• 3–5 years in an IT support/help‑desk role (or equivalent practical experience).
• Working knowledge of Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive).
• Windows 10/11 troubleshooting and user‑profile fundamentals.
• Azure AD/Entra ID basics (password resets, MFA prompts, license assignments).
• Core networking concepts (DNS, DHCP, VPN) at a basic level.
• Microsoft 365 admin portals (Exchange, Teams, SharePoint, Entra ID).
• Intune/Endpoint Manager; SCCM (as applicable).
• Ticketing/ITSM platform; remote‑support tools (Quick Assist, Remote Desktop, Teams).
• Endpoint security/AV (Defender for Endpoint or equivalent).
• Strong customer‑service, communication, and documentation skills.
• Clear verbal and written communication; ability to explain technical concepts simply.
• Time management and prioritization under SLA guidelines.
• Attention to detail; consistent documentation practices.
• Personal growth mindset—willingness to learn and improve.
• Required education: Bachelor’s, Master’s or Ph.D. in Computer Science, Cybersecurity, Data Science, Information Systems, Information Technology, or Software Engineering from an accredited university.
• One or more of the following certifications:
  • GIAC Foundational Cybersecurity Technologies (GFACT)
  • GIAC Security Essentials (GSEC)
  • CompTIA Security+ / SecurityX / CASP+ (SecurityX replaced CASP+)
  • Cisco Certified Network Professional (CCNP) Security
  • Certified Information Systems Auditor (CISA)
  • Federal IT Security Professional‑Operator (FITSP‑O)
  • Global Industrial Cyber Security Professional (GICSP)
  • Systems Security Certified Practitioner (SSCP)
• Certification required within 90 days of hire: Microsoft 365 Certified: Fundamentals (MS‑900).

Preferred Qualifications

• Experience with Intune (device compliance, app deployments) and SCCM/ConfigMgr basics.
• Familiarity with Exchange Online admin center and Teams admin center (read‑only or guided tasks).
• Scripting exposure (PowerShell) for repetitive tasks.

Shift Details

• Positions available in the following shifts – please indicate your preferred shift(s) in the application:
  • Day: 8 am – 4 pm
  • Evening: 4 pm – 12 am
  • Night*: 12 am – 8 am
• Night‑shift specifics: The Third Shift Support Specialist delivers responsive support to users operating across multiple geographic regions and time zones, ensuring continuity of service during non‑business hours. The role documents incidents, service requests, troubleshooting activities, and resolutions within the organization’s IT service‑management platform, maintains accurate records for knowledge sharing, and facilitates transition of unresolved issues to subsequent support tiers or business‑hour teams.

Pay

The anticipated salary range for this role is $60,000 – $75,000 annually. The final starting salary will be determined based on qualifications, skills, relevant experience, education, certifications, work location, internal equity, and market considerations.