IT Support Specialist II

2 weeks ago

Cranston, RI, United States ADEX Full time

We are looking for an operational Level 2 IT Support Specialist - Service Desk to join our team. Working closely in a team environment to ensure client expectations are being met and escalated service requests are prioritized appropriately

Core Responsibilities:

  • Resolve escalated technical issues from Level 1 support team
  • Provide advanced troubleshooting for cloud environments (Microsoft 365, Azure, AWS)
  • Manage firewall and network infrastructure support
  • Handle identity and access management issues
  • Support MDM solutions and security platforms
  • Mentor Level 1 technicians
  • Maintain technical documentation
Technical Support Areas:
  • Microsoft 365 suite and Azure services
  • WS cloud services
  • dvanced Active Directory administration and troubleshooting
  • Identity management (Microsoft Entra ID, Okta, JumpCloud)
  • Mobile Device Management (Intune, JAMF)
  • Firewalls (SonicWALL, Fortinet, Sophos)
  • Network infrastructure (HP/Aruba, Cisco)
  • VLAN configuration and routing
  • Security tools and MDR/SIEM platforms
  • Windows Server 2019/2022
Required Skills:
  • Expert-level Active Directory troubleshooting
  • Strong experience with identity management platforms
  • Proficiency with multiple firewall platforms
  • dvanced networking knowledge (HP/Aruba, Cisco)
  • MDM platform administration
  • Cloud services support (M365, Azure, AWS)
  • Excellent written and verbal communication
  • Strong time management abilities
  • Organized and detail-oriented
  • Project coordination experience
Desired Certifications:
  • Microsoft 365 Certified: Enterprise Administrator Expert
  • WS Certified Cloud Practitioner or higher
  • Cisco CCNA
  • CompTIA Security+
  • Relevant firewall certifications (NSE, SNSA)
Requirements:
  • 5+ years technical support experience
  • Strong incident management abilities
  • Rotating on-call shifts
  • Excellent documentation skills

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