IT Support Specialists - Tier 2

Job Description

Our customer is hiring an experienced, hands‑on Tier 2 IT Support Analyst to join a collaborative IT team. This role acts as a second‑level support resource, helps eliminate single points of failure, and grows into system administration responsibilities with a clear career path.

• Second‑level support:
  Serve as the intermediate escalation for service requests and incidents, ensuring continuity and no single point of failure.
• Ticket management:
  Own and triage a rotating smart queue; handle email‑driven tickets (approx. 150 tickets/week across a 6‑person team).
• End‑user device support:
  Troubleshoot and repair Microsoft and Dell hardware; perform standard device provisioning and imaging tasks.
• Meeting room and infrastructure checks:
  Perform routine checks and maintenance of meeting rooms and shared IT infrastructure.
• On‑site visits:
  Travel for full‑week site visits to AZ, NM, NV on a monthly or bi‑monthly rotation.
• Team gatherings:
  Travel to Canada for periodic team meetings (valid passport required).
• Process and tool use:
  Work within an ITIL environment and use the ticketing system (Fresh service).
• Career growth:
  Take on资产 admin tasks over time; demonstrate hunger to learn and progress toward system‑administration responsibilities.
• Customer service:
  Deliver first‑class support to high‑expectation users (internal consultants).

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• Windows 10/11
• O365
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• azure
• Intune
Share Point
• Exchange亚洲色字

• Windows, O365, azure, intune, sharepoint, exchange