IT Support Specialist, Tier 2

Kraken Robotics Inc.•Houston, TX

5d•Onsite

About The Position

Kraken Robotics is recruiting an IT Support Specialist, Tier 2 for its Houston, Texas office. This office-based position is the primary onsite IT resource for the Houston offices, with periodic travel to a secondary Houston office and the Longmont, Colorado office. The specialist provides first-line support and owns requests from initial contact through resolution, while serving as the Tier 2 escalation point for complex endpoint, identity, application, network, and infrastructure issues. The role combines end-user support with junior systems administration. It involves independently troubleshooting and resolving issues where practical, performing approved administrative and infrastructure tasks, coordinating with specialized IT teams and vendors, and maintaining service quality, security, and documentation. The position also contributes to IT projects, process improvement, and operational practices. Occasional work outside normal business hours may be required for maintenance, projects, urgent incidents, or business-critical support.

Requirements

Post-secondary education in Information Technology, Computer Science, or a related discipline, or an equivalent combination of education, certifications, and practical experience.
Approximately 4 or more years of progressive experience in IT support, service desk, desktop support, or systems administration, including resolving complex Tier 2 or Tier 3 issues.
Demonstrated experience serving as an escalation resource and working independently in an onsite support environment.
Strong knowledge of Windows desktop environments, endpoint hardware, mobile devices, printers, peripherals, and common business applications.
Hands-on experience administering and supporting Microsoft 365 services, Entra ID, identity and access, MFA, permissions, and collaboration platforms.
Working knowledge of endpoint management and security tools, device configuration, software deployment, patching, compliance, and remote support.
Solid understanding of networking fundamentals, including LAN/WAN, TCP/IP, DNS, DHCP, VPN, Wi-Fi, switches, routers, firewalls, and internet connectivity.
Working knowledge of Windows Server, Active Directory, Group Policy, virtualization, storage, backups, monitoring, and hybrid cloud environments.
Ability to use command-line tools, logs, diagnostics, and basic scripting such as PowerShell to troubleshoot issues or automate routine tasks.
Working knowledge of IT service-management practices, ticketing systems, documentation standards, incident handling, request fulfilment, and change controls.
Strong customer service orientation and ability to explain technical information clearly to technical and non-technical users.
Excellent troubleshooting, analytical, and problem-solving skills, with judgment to resolve issues independently and escalate appropriately.
Ability to prioritize multiple requests, manage competing demands, and maintain ownership in a fast-paced environment.
Professional, dependable, approachable, and comfortable working independently and collaboratively across teams and locations.
Strong written documentation skills and attention to detail.
Proactive approach to learning, knowledge sharing, process improvement, and adopting new technologies.
Periodic travel to a secondary Houston office and the Longmont, Colorado office is required.
Occasional work outside normal business hours may be required.

Nice To Haves

Experience supporting users, systems, and services across multiple offices or business locations.
Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft 365, Azure, ITIL Foundation, or equivalent.
Experience with Microsoft Intune, Entra ID, Exchange Online, Teams, SharePoint, Windows Server, Active Directory, Group Policy, virtualization, backup platforms, and infrastructure monitoring tools.
Experience supporting hybrid environments that include on-premises infrastructure and cloud services.
Experience with PowerShell or other scripting and automation tools.

Responsibilities

Serve as the first point of contact for onsite and remote users through ticketing, email, phone, chat, and walk-up support.
Own incidents and service requests from intake through resolution, including triage, prioritization, troubleshooting, communication, escalation, and closure.
Diagnose and resolve issues involving user devices, operating systems, applications, Microsoft 365, collaboration tools, VPN, Wi-Fi, printers, peripherals, and connectivity.
Complete routine service requests, including password and MFA support, software installation, device setup, access changes, equipment replacement, onboarding, and offboarding.
Keep users informed, confirm service restoration, and provide practical guidance or short training sessions.
Act as the local escalation point for complex, recurring, high-impact, or administratively restricted technical issues.
Use system logs, command-line tools, remote management platforms, monitoring data, and structured troubleshooting to identify root causes and restore services.
Coordinate with infrastructure, cybersecurity, enterprise application teams, vendors, internet service providers, and other technical owners when specialized expertise or access is needed.
Identify recurring incidents and recommend corrective actions, knowledge articles, configuration improvements, or problem-management follow-up.
Perform pre-approved routine administration and maintenance of accounts, groups, permissions, endpoints, servers, network equipment, storage, backups, and cloud services.
Support Microsoft 365 and identity administration, including Exchange Online, Teams, SharePoint, OneDrive, Entra ID, MFA, licensing, group membership, and role-based access.
Assist with endpoint deployment and management, including configuration, software distribution, compliance policies, patching, security controls, and lifecycle activities.
Monitor local infrastructure and respond to alerts or service degradation involving servers, switches, wireless access points, internet connectivity, backup jobs, and related systems.
Perform basic network administration and troubleshooting, escalating material changes to the appropriate owner.
Assist with server and system upgrades, patching, configuration changes, backup verification, recovery, and planned maintenance under established change controls.
Support meeting spaces, communications equipment, and other office technology within the IT support scope.
Participate in infrastructure rollouts, device deployments, office changes, application implementations, migrations, upgrades, and cross-functional IT projects.
Create and maintain technical documentation, knowledge articles, troubleshooting guides, configuration records, asset information, and incident and change records.
Follow service-management processes and contribute to service levels, ticket quality, fewer repeat incidents, and improved user experience.
Share technical knowledge with Tier 1 and Tier 2 staff and provide guidance during escalations.
Identify opportunities to standardize, automate, simplify, or improve support and administration processes.
Follow IT policies, cybersecurity requirements, data protection standards, access controls, and change management procedures.
Apply least-privilege principles, validate requests, document administrative actions, and promptly escalate suspected security events.
Maintain accurate asset, configuration, ticket, and change records.
Participate in planned after-hours work or urgent support when required for business-critical incidents, maintenance, or project activities.