Overview of the Role

The Technical Support Specialist will provide second-level technical support and operational administration across managed customer environments, ensuring the reliable and efficient delivery of technology services. This role will be responsible for resolving escalated incidents and service requests, administering Microsoft 365 environments, endpoint management platforms, cloud infrastructure, networking, and security solutions, while maintaining compliance with service level agreements (SLAs) and delivering high levels of customer satisfaction. Serve as a technical escalation point for complex issues, provide expert troubleshooting and resolution support, and contribute to continual service improvement initiatives that enhance service reliability, operational efficiency, and customer outcomes.

Main duties include:

• Provide advanced technical support to end users via phone, email, Microsoft Teams, and remote support, ensuring timely resolution of complex technical issues.
• Diagnose, troubleshoot, and resolve escalated incidents related to Windows devices, Microsoft 365, collaboration tools, endpoint management, and user productivity applications.
• Act as the primary escalation point for complex issues from the Service Desk and L1 Technical Support teams.
• Perform mailbox, OneDrive, SharePoint, file, and user data recovery requests, ensuring minimal disruption to business operations.
• Escalate unresolved issues to specialist engineering teams while maintaining ownership, communication, and coordination through resolution.
• Resolve escalated incidents and service requests within agreed SLAs.
• Troubleshoot Windows devices, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, printers, and business applications.
• Escalate complex issues to senior engineers while maintaining ownership through resolution.
• Provide on-call support during weekends and outside regular business hours to ensure timely response and resolution of urgent and critical incidents.
• Administer and support Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID, and Intune.
• Manage endpoint provisioning, device configuration, software deployment, application packaging, and endpoint compliance using Datto RMM, Intune, and other endpoint management platforms.
• Support user identity, authentication, access management, and security controls, including Microsoft Entra ID, Multi-Factor Authentication (MFA), Conditional Access, and self-service capabilities.
• Administer Microsoft Intune, Entra ID, Microsoft 365 user accounts, licensing, and MFA.
• Manage endpoint monitoring, software deployments, and remote remediation using Datto RMM.
• Create and maintain technical documentation, knowledge base articles, standard operating procedures, and user guides to support service delivery and knowledge sharing.
• Participate in change implementations, customer onboarding, and scheduled maintenance activities.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field preferred. 
• Minimum of 2-3 years of experience in IT support or related roles. 
• Strong technical skills in troubleshooting hardware, software, and network issues. 
• Proficiency in operating systems (Windows, MacOS, Linux) and productivity software (Microsoft Office, G Suite). 
• Familiarity with ITIL framework and best practices in incident management and service delivery. 
• Excellent communication skills with the ability to convey technical concepts to non-technical users. 
• Certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCITP) are a plus. 
• Ability to work independently, prioritize tasks, and manage multiple projects simultaneously. 

Benefits

• 500K per incident HMO coverage + Dental & Optical benefits 
• 2-week paid Christmas vacation
• Electricity & Data subsidies
• 25K Educational Assistance 
• Training and equipment will be provided
• Fixed Schedule of Mon-Fri from 7 AM to 4 PM
• Additional details will be discussed during the Job Offer stage.