Tier II IT Support Specialist

The Tier II IT Support Specialist provides hands-on technical assistance to business clients at the Westerville, OH onsite location. The role focuses on end-user support, Microsoft 365 administration, device management with Microsoft Intune, and troubleshooting across Windows, networking, and client environments.

Role Responsibilities

• Deliver Tier I and Tier II technical support for Windows desktops, laptops, and end users.
• Install, configure, and troubleshoot Windows 10 and Windows 11 devices.
• Administer Microsoft 365 services including Outlook, Exchange Online, Teams, OneDrive, and SharePoint.
• Deploy and manage endpoints using Microsoft Intune and Endpoint Manager.
• Create and manage user accounts in Active Directory and Microsoft Entra ID (Azure AD).
• Troubleshoot hardware and software issues, including printer and peripheral problems.
• Assist with network troubleshooting covering switches, wireless access points, VPN connectivity, TCP/IP, and DNS.
• Support mobile devices running iOS and Android.
• Document incidents, resolutions, and client environment details in the ticketing system.
• Escalate complex issues when needed while maintaining ownership of the customer experience.
• Participate in workstation deployments, hardware replacements, and Microsoft 365 migrations.
• Provide exceptional customer service both remotely and onsite.

Required Qualifications

• 2 to 5 years of IT support experience in a corporate IT department or a Managed Service Provider (MSP) environment.
• Strong customer service skills.
• Strong experience supporting Microsoft 365.
• Experience deploying and managing devices using Microsoft Intune (or an equivalent mobile device management platform).
• Basic to intermediate networking knowledge including TCP/IP, DNS, DHCP, VPN connectivity, and wireless networking.
• Basic switch troubleshooting experience.
• Experience supporting Windows 10 and Windows 11 administration.
• Familiarity with Active Directory and Microsoft Entra ID (Azure AD).
• Strong troubleshooting and problem-solving abilities.
• Excellent communication and customer service skills.

Technology Stack

• Windows 10, Windows 11
• Microsoft 365, Outlook, Exchange Online, Teams, OneDrive, SharePoint
• Microsoft Intune, Endpoint Manager
• Active Directory, Microsoft Entra ID (Azure AD)
• TCP/IP, DNS, DHCP, VPN connectivity
• iOS, Android
• Ticketing system
• Microsoft Defender

Compensation and Location

• Location: Westerville, OH (onsite)
• Pay: USD 24 to 34 per hour
• Minimum experience: 2 years

Benefits

• Competitive pay based on experience
• Medical, dental, and vision insurance
• 401(k) with company match

Preferred Qualifications

• Experience working for a Managed Service Provider (MSP).
• Experience with ConnectWise, NinjaOne, Datto, Autotask, or similar ticketing/RMM platforms.
• Experience supporting Windows Server environments.
• Knowledge of Microsoft Azure.
• Experience with endpoint security solutions and Microsoft Defender.
• Industry certifications such as CompTIA A+, Network+, Security+, Microsoft MD-102, or Azure Fundamentals (AZ-900).

What Makes the Candidate Successful

• Demonstrated passion for helping people resolve technical problems.
• Attention to detail and strong organizational skills.
• Ability to prioritize multiple support requests in a fast-paced environment.
• Willingness to learn new technologies and continue building technical skills.
• Professional, team-oriented approach with a customer-first mindset.