- Company Name
- Irvine Technology Corporation
- Job Title
- IT Support Specialist (Tier 2)
- Job Description
-
**Job Title:** IT Support Specialist (Tier 2)
**Role Summary:**
Provide Tier 2 end‑user technical support for a large enterprise, troubleshooting hardware, software, and network issues across multiple office locations. Manage Microsoft 365, Azure AD/Entra ID, Intune, SharePoint, Teams, Exchange, and related services while maintaining ticket queues and documentation.
**Expectations:**
- 3–5 years of hands‑on Tier 2 support in an enterprise environment.
- Proven experience with Microsoft 365 Admin Center, Active Directory, Intune, SharePoint, Teams, Exchange, DNS, DHCP, GPOs, and patch management.
- Ability to handle 200+ tickets per month, work remotely and on‑site, and collaborate with vendors.
- Strong communication, documentation, and customer‑service skills; calm under pressure.
**Key Responsibilities:**
- Deliver Tier 2 technical assistance for hardware, software, and network connectivity issues.
- Support and administer Microsoft 365 suite, Azure AD/Entra ID, Intune, SharePoint, Teams, Exchange.
- Perform account provisioning, group policy updates, device enrollment, and endpoint configuration.
- Manage ticketing system (e.g., Zendesk, ServiceNow, Jira), ensuring timely resolution.
- Conduct system patching, endpoint updates, and configuration management.
- Escalate complex problems to vendors or higher support levels as needed.
- Document incidents, resolutions, and contribute to knowledge‑base articles.
- Represent IT with professionalism and a customer‑first mindset.
**Required Skills:**
- Troubleshooting of Windows OS, laptops, desktops, printers, mobile devices.
- Administration of Active Directory, Azure AD/Entra ID, GPOs, DNS, DHCP.
- Experience with Microsoft 365 Admin Center, Exchange Online, SharePoint Online, Teams.
- Proficiency in Intune device management and endpoint security tools.
- Familiarity with ticketing platforms (Zendesk, ServiceNow, Jira).
- Remote support tools and techniques.
- Strong written and verbal communication; documentation skills.
**Required Education & Certifications:**
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience).
- Preferred certifications: Microsoft 365 Certified: Fundamentals or Modern Desktop Administrator, CompTIA A+, CompTIA Network+, ITIL Foundation (optional).