The Support Specialist II (SS2) is a mid‑level technical role providing advanced IT support across desktop, server, networking, security, and cloud environments. This position serves as a primary escalation point from Tier 2 support and bridges entry‑level service desk staff and senior engineering teams. The ideal candidate is customer‑focused, technically curious, and able to work independently in a fast‑paced environment.
Key Responsibilities:
- Provide onsite and remote end‑user support
- Act as an escalation point for Tier 2 service desk issues
- Troubleshoot and resolve desktop, application, server, network, and cloud issues
- Build, image, and support Windows workstations and applications
- Install, configure, and maintain physical and virtual servers
- Create and manage virtual machines (Hyper‑V; VMware/Azure preferred)
- Configure and support DNS, DHCP, TCP/IP services, VLANs, and LACP
- Perform firewall setup, migrations, and basic policy configuration
- Configure and troubleshoot site‑to‑site and client VPNs
- Administer Windows AD and Azure AD, including user and security management
- Support Microsoft 365, Exchange Online, MFA, EDR, and endpoint tools
- Support backup solutions (Datto, Axcient, Veeam)
- Mentor junior team members and contribute to technical documentation
- Complete assigned projects and ongoing technical training
Requirements
- High School diploma or equivalent required; Bachelor’s degree preferred
Certifications (one or more required):
- Microsoft Azure Fundamentals or M365 certification
- Google Foundational
- VMware VCTA
- Cisco CCST
- Fortinet NSE4
- Or approved equivalent
- 5+ years of hands‑on experience in IT support, systems administration, or infrastructure
- Strong customer service and communication skills
- Experience with an MSP supporting multiple smaller clients is highly preferred
Technical Skills:
- Windows desktop and server operating systems
- Windows Active Directory and Azure AD (user management, group policy)
- Microsoft Office and common desktop applications
- Exchange Server/Microsoft 365
- Hyper‑V virtualization
- TCP/IP services (HTTP, FTP, DNS, DHCP)
- Firewalls, VPNs, and basic security controls
- Ability to troubleshoot independently and document solutions
Preferred Skills:
- VMware ESXi and Azure VM experience
- VLAN/LACP and advanced DHCP troubleshooting
- Firewall replacement or migration experience
- Intune, Mimecast, Duo experience
- Backup platforms (Datto, Axcient, Veeam)
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