Technical Support Specialist II
About The Position
The Technical Support Specialist II (described in the posting as the IT Support & Endpoint Engineer, Level 2) serves as the primary escalation point for complex technical issues and ensures timely resolution of service requests across the organization. The role provides advanced troubleshooting, takes full ownership of support tickets, and maintains high service standards in Control Southern’s IT environment, which includes Microsoft Intune, Entra ID, endpoint management, server infrastructure, and network operations. The position includes endpoint and cloud identity support, Windows server and infrastructure support, networking and connectivity troubleshooting, and support for multi-site operations. The role has a 25% travel requirement and emphasizes proactive communication, professional conduct, timely ticket updates, and immediate escalation when blocked.
Requirements
- 2–5 years of IT support experience.
- Experience with Microsoft Intune, Entra ID, and MDM.
- Knowledge of Windows servers, including Active Directory, DNS, and DHCP.
- Basic networking knowledge, including switches, firewalls, VPN, and TCP/IP.
- Strong troubleshooting and problem-solving skills.
- Ability to work independently and manage priorities.
Responsibilities
- Troubleshoot and resolve escalated hardware, software, and network issues.
- Provide support for Windows systems, Microsoft 365, Active Directory, and endpoint devices.
- Perform root cause analysis to prevent recurring issues.
- Support multi-site operations.
- Take full ownership of assigned SysAid tickets from start to completion.
- Actively work, update, and document tickets; meet SLA expectations for response and resolution; and prioritize multiple requests.
- Manage endpoints using Microsoft Intune, including enrollment, compliance, and deployment.
- Administer Microsoft Entra ID (Azure AD), including users, groups, and access.
- Support mobile device management (MDM) solutions and assist with Autopilot deployments.
- Troubleshoot identity and endpoint issues.
- Support Windows servers and core services, including Active Directory, DNS, DHCP, and file services.
- Perform patching, maintenance, and monitoring.
- Support backup and recovery efforts and assist with infrastructure upgrades.
- Troubleshoot switches, firewalls, VPN, and wireless networks.
- Resolve connectivity issues for remote and on-site users.
- Assist with network changes and deployments.
- Support IoT and connected devices.
- Communicate proactively with users and leadership, escalate immediately when blocked, and maintain professional conduct.
- Travel as required; the posting specifies 25% travel.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
