Tech Operations Support Specialist, Tier 2 (Corporate)

Davis Defense Group, Inc.•Aquia Harbour, VA

just now•Onsite

About The Position

We are seeking a skilled Tier 2 Support Analyst to join our dynamic IT support team. This role requires a technical professional who can provide advanced technical support across multiple platforms and technologies while maintaining excellent communication with stakeholders at all levels. The position involves significant travel (30-35%) and support across multiple time zones and countries. This role offers an excellent opportunity for a technical professional to grow their career while working with cutting-edge technologies and supporting a global organization. The ideal candidate will thrive in a fast-paced environment and enjoy the variety that comes with supporting diverse technical platforms and international teams.

Requirements

Proven experience with Cisco Meraki and Cisco firewall configuration, installation, and monitoring
Hands-on experience with multi-factor authentication management
Strong background in Microsoft Entra ID configuration, management, and monitoring
Extensive experience with Microsoft Office 365 and Exchange Online administration
Proficiency in Microsoft SharePoint configuration and management
Experience managing diverse device platforms: Windows 11, macOS, Android, and iOS/iPadOS
Working knowledge of ZenDesk ticketing system configuration and usage
Experience with asset inventory management systems
Demonstrated ability in vulnerability identification and remediation
Experience with Microsoft Intune for device management and endpoint security
Proficiency in Microsoft PowerShell for scripting, automation, and troubleshooting
Highly effective written and oral communication skills
Proven experience supporting and communicating with Executive leadership
Strong presentation and training development capabilities
Ability to translate technical concepts for various audience levels
Ability to travel with limited notice (30-35% travel expectation)
Flexibility to remotely support operations across multiple time zones and countries
Strong problem-solving and analytical thinking skills
Ability to work independently and manage multiple priorities
Professional demeanor and customer service orientation

Nice To Haves

Relevant industry certifications (Cisco, Microsoft, etc.)
Experience in regulated or compliance-focused environments
Previous experience in global or multi-location organizations
Project management experience
ITIL or similar service management framework knowledge

Responsibilities

Configure, install, and monitor Cisco Meraki firewalls and wireless access points
Manage and administer Cisco firewall solutions and network infrastructure
Configure and manage Duo multi-factor authentication systems
Administer Microsoft Entra ID (Azure Active Directory) including user management, conditional access policies, and security configurations
Configure, manage, and monitor Microsoft Office 365 and Exchange Online environments
Manage Microsoft SharePoint sites, permissions, and content organization
Provide device management support for Microsoft Windows 11, Apple macOS, Android, and iOS/iPadOS platforms
Utilize ZenDesk for internal ticket management, configuration, and workflow optimization
Administer and manage Microsoft Intune for device compliance, application deployment, and endpoint security
Develop and execute PowerShell scripts for automation, system management, and troubleshooting
Maintain and update asset inventory management systems
Identify, assess, and remediate security vulnerabilities across the technology stack
Ensure compliance with organizational security policies and procedures
Monitor system performance and security alerts across multiple platforms
Provide technical support and consultation to Executive leadership
Communicate complex technical concepts clearly to both technical and non-technical audiences
Deliver exceptional written and oral communication in all stakeholder interactions
Escalate critical issues appropriately while maintaining professional composure
Develop and deliver technical training programs for end users and junior staff
Create, maintain, and update comprehensive knowledge base articles
Document procedures, troubleshooting guides, and best practices
Contribute to continuous improvement of support processes and documentation
Travel to various locations with limited notice as business needs require (30-35% travel expectation) to east coast office locations
Provide remote technical support across multiple time zones and international locations
Conduct on-site installations, configurations, and troubleshooting
Support remote teams and international offices during business hours and emergency situations