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

Key Responsibilities

• Frontline Incident Response
• 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 (SOPs) and knowledge base articles.
• Microsoft 365 End User Support
• Afford assistance 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).
• Windows & Device Support
• Troubleshoot Windows 10/11 login, profile and application issues.
• Perform basic hardware diagnostics; support Intune managed devices (compliance checks, app installs, policy refresh).
• Accounts & Access
• Process basic account tasks in Azure AD/Entra ID (password resets, unlocks, conditional access checks).
• Provision standard access per role based access controls (RBAC) and approved workflows.
• Service Requests & Onboarding
• Fulfill routine requests (software installs, license assignments, distribution list changes).
• Support new hire setup (accounts, MFA enrollment, devices, and starter guidance).
• Knowledge & Documentation
• Maintain accurate ticket notes and user communications.
• Contribute to the knowledge base (KB) with clear, repeatable solutions and “how to” guides.
• Escalation & Collaboration
• Escalate unresolved issues to Tier II/III according to SLAs.
• Collaborate with systems administrators, network engineers, and security teams when required.

  Job 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/written communication; ability to explain technical concepts simply.
  • Time management and prioritization under SLA guidelines.
  • Attention to detail; consistent documentation practices.
  • A personal growth mindset—willingness to learn and improve.

  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.

  Certifications Required At Hire

  • CompTIA Security+ Certification
  • Microsoft 365 Certified: Fundamentals (MS 900)

  Shift Details

  • Positions available in the following shifts:
  • Day, 8am-4pm
  • Evening, 4pm-12am
  • Night*, 12am-8am

  Pay Information

  • The anticipated salary range for this role is $60,000 to $75,000 annually.
  • The anticipated salary range for this position is provided in accordance with applicable pay transparency laws.
  • The final starting salary will be determined based on a variety of job-related factors, including the selected candidate's qualifications, skills, relevant experience, education, certifications, and work location (where applicable), as well as internal equity and market considerations.