Job Description & How to Apply Below
2) to join our IT team. This role is responsible for delivering high-quality technical support to internal users and managed services environments by handling escalated incidents, owning tickets through resolution, and collaborating closely with Tier 3, Centralized Services, and Monitoring teams.
The ideal candidate has strong hands-on experience with Microsoft 365, Windows environments, identity management, and network fundamentals , along with the ability to manage multiple priorities in an SLA-driven support environment. This position plays a critical role in maintaining system stability, user productivity, and operational excellence across the organization.
Key Responsibilities
Tier 2 Support & Incident Resolution
Resolve Tier 2 incidents and service requests end-to-end, including ownership, communication, documentation, and closure.
Troubleshoot Windows 10/11 endpoints , printers, common business applications, and remote access tools.
Provide hands-on and remote support to local office users, including device swaps, peripherals, and meeting room basics.
Microsoft 365 & Identity Support
Support Microsoft 365 services, including Exchange Online (mail flow checks, shared mailboxes, permissions), Teams troubleshooting, and SharePoint/One Drive sync and access issues.
Perform user and license administration across Microsoft 365.
Support Active Directory and Entra (Azure AD) fundamentals, including account lockouts, group membership, access issues, MFA resets, and sign-in troubleshooting.
Network & Server Troubleshooting
Troubleshoot network connectivity issues related to DNS, DHCP, VPN, and Wi-Fi , escalating complex network problems as needed.
Perform basic to intermediate troubleshooting on Windows Server environments, including event logs, file/print access, and patching impacts.
Maintain awareness of virtualization concepts and escalate to Tier 3 when required.
Device & Infrastructure Support
Support IP-based devices such as IP cameras and NVR systems , including access and connectivity troubleshooting.
Understand PoE basics and network reachability, coordinating vendor or Tier 3 escalations as necessary.
Documentation & Continuous Improvement
Maintain strong ticket hygiene within the PSA system, including accurate notes, time tracking, troubleshooting steps, and resolution summaries.
Contribute to knowledge base articles and SOP documentation to reduce repeat incidents and improve service efficiency.
Qualifications
Required
4-7 years of experience in IT support, with proven Tier 2 troubleshooting capability (MSP experience preferred).
Strong knowledge of Windows 10/11 , Microsoft 365 , Active Directory / Entra , and network fundamentals (DNS, DHCP, VPN, Wi-Fi).
Excellent communication and customer service skills with the ability to manage expectations and follow through.
Strong time management skills and ability to prioritize multiple tickets in an SLA-driven environment.
Nice to Have
Experience with PSA/RMM tools (Halo PSA or similar).
Familiarity with endpoint security/EDR and backup platforms .
Industry certifications such as CompTIA A+, Network+ , Microsoft, or equivalent vendor certifications.
Success in the First 90 Days
Consistently resolve Tier 2 tickets with strong documentation and clear stakeholder communication.
Demonstrate sound judgment in escalation, prioritization, and troubleshooting.
Contribute improvements to KB/SOP documentation and help reduce repeat incidents.
About The Company
For over half a century, Onni Group has been building communities for people to live, work, and play. Our success reflects our commitment to our employees, partners, and customers — and our dedication to quality, innovation, sustainability, and customer satisfaction.
How To Apply:
Please apply through the link on the job posting and attach your resume and any other required documents.
We thank all applicants for your interest in the Onni Group. Note that only those applicants under consideration will be contacted.
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