IT Support Specialist, Tier 2

Kraken Robotics Inc.•Dartmouth, NS

46d

About The Position

Kraken Robotics is currently recruiting for an IT Support Specialist, Tier 2 to join our Dartmouth, NS office. As a Tier 2 IT Support Specialist to work out of our Mount Pearl, NL facility. This role will provide high-quality, customer-focused technical support for end users, handling all IT support requests as well as be an escalation point for complex issues. This role will also perform system and network administration tasks across on-premises and hybrid (cloud-integrated) IT infrastructure ensuring its smooth operation, security, and reliability. This role will work to meet service level agreements (SLAs) and performance metrics, drive continuous improvement initiatives, and play a key role in IT projects.

Requirements

Associate or bachelor’s degree in computer science, Information Technology, or a related field, or equivalent experience.
Deep understanding of desktop and server OS environments and user support issues
Command line familiarity, log analysis, and system diagnostics
Strong background in deploying and managing device configuration policies, compliance rules, and software distribution using Microsoft Intune.
Experience with endpoint security and mobile device management (MDM) strategies, including device imaging, patching, and policy enforcement.
Familiarity with network (LAN/WAN, VPN, DNS, DHCP, and Wi-Fi) troubleshooting and basic network administration (e.g., switches, routers, firewalls).
Ability to work with network teams or ISPs for escalated issues
Admin-level knowledge of AD, Group Policy, and role-based access controls
Strong knowledge of hybrid AD environments, Entra AD, and Microsoft Intune.
Basic experience with Single Sign-On (SSO) and MFA tools
In-depth experience administering Office 365 applications such as Exchange Online, Microsoft Teams (including telephony), and SharePoint.
Managing licensing, permissions, and integrations.
Proficiency in Office 365 administration and GPO management.
2+ years of experience in IT support, including hands-on experience with Tier 1 & 2 troubleshooting.
Strong Customer Service Focus orientation.
Excellent problem-solving, communication, and customer service skills.
Effective communication and collaboration skills.
Ability to prioritize and manage multiple responsibilities independently.
Ability to document technical solutions clearly and concisely.
Strong attention to detail and a proactive approach to problem-solving.
Willingness to learn and adapt to new technologies.

Nice To Haves

IT related post-secondary degree, diploma, or relevant certifications (e.g., CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft 365Certified, AWS, etc.) are a plus.

Responsibilities

Provide prompt Tier 1 and Tier 2 support by troubleshooting, diagnosing, and resolving hardware, software, and network issues for end users, ensuring a high standard of customer service.
Perform routine administration and maintenance of user accounts, permissions, backups, desktops, laptops, printers, servers, network equipment, and cloud services across both on-premises and hybrid environments.
Support the deployment, configuration, and continuous improvement of IT infrastructure; participate in IT projects and assist with migrations or upgrades as required.
Collaborate with IT teams and other departments to resolve incidents, share knowledge, provide training and guidance to end users and junior staff, and maintain clear technical documentation and knowledge base articles.
Ensure adherence to organizational IT policies, security standards, and best practices; participate in after-hours support as needed.
Serve as the first point of contact for users seeking technical assistance, providing step-by-step guidance via phone, email, or chat.
Diagnose and resolve common hardware, software, and connectivity issues for end users.
Log, track, and document all support requests, incidents and resolutions in the ticketing system.
Ensure all incidents are managed according to established procedures and resolved within agreed service levels (SLAs).
Escalate unresolved or complex issues to higher tiers as necessary.
Administer, monitor, and maintain IT infrastructure—including servers, storage, network equipment, and backups—across both on-premises and hybrid cloud environments (e.g., Microsoft 365, SharePoint, Azure, AWS).
Support the deployment, configuration, updates, patches, and security of IT systems and infrastructure, ensuring reliable integration and performance between on-premises and cloud resources.
Troubleshoot and resolve infrastructure, storage and network connectivity issues, utilizing management tools for provisioning, monitoring, automation, and compliance.
Participate in cloud migrations, hybrid deployments, and continuous improvement initiatives for IT infrastructure solutions.
Collaborate with IT team members and other departments to resolve incidents, implement solutions, and address organizational IT needs.
Participate in IT projects, rollouts, and cross-functional initiatives to support business objectives and technology improvements.
Mentor and provide guidance to junior IT staff and Tier 1 support personnel, fostering knowledge sharing and skill development.
Create, update, and maintain technical documentation, including knowledge base articles, troubleshooting guides, and records of system configurations, changes, and incidents.
Document recurring issues and solutions to support continuous improvement, ensuring all documentation is clear, concise, and accessible to the IT team.