IT Systems Support Specialist II

We are looking for an IT Systems Support Specialist II to manage and troubleshoot cloud-based and internal server environments, support Office 365 (O365) applications, and provide technical assistance to both in-office and remote employees. This role involves identifying and resolving complex technical issues, collaborating with an internal IT team to implement solutions, and occasional travel to support multiple sites.

Key Responsibilities

Technical Support

• Provide Level II support for hardware, software, and network issues.
• Assist employees with Office 365 troubleshooting, setup, and management.
• Manage and resolve escalated tickets from Level I support.

Server and Cloud Management

• Monitor and maintain internal servers and cloud infrastructure.
• Assist with migrations, upgrades, and patch management.
• Troubleshoot server and cloud environment issues, ensuring high availability.

Remote and Onsite Support

• Provide technical support to remote employees, including VPN and remote desktop solutions.
• Travel to various locations for onsite troubleshooting, installations, and support as needed.

System Security and Maintenance

• Maintain system security protocols and manage access controls.
• Conduct regular backups and ensure disaster recovery readiness.

Documentation and Reporting

• Document technical processes and resolutions in a company knowledge base.
• Prepare reports on system performance and incidents as required.

Third-Party Software Integration

• Join vendor calls and support integrations as needed.

Qualifications

Education & Experience

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 3+ years of experience in IT support roles, including Level II troubleshooting.

Technical Skills

• Organized with strong attention to detail.
• Documentation best practices.
• Proficiency with Office 365 administration and support.
• Experience with cloud platforms (e.g., Azure, AWS) and internal server management.
• Familiarity with networking concepts (e.g., TCP/IP, DNS, VPN).
• Knowledge of IT security practices and tools.