We are seeking a highly skilled and motivated Level 3+ IT Support Specialist to join our technical operations team. In this role, you'll act as an escalation point for complex issues, working closely with Tier 1 and Tier 3 teams to ensure systems reliability, efficient problem resolution, and high-quality service delivery across our Microsoft ecosystem, network infrastructure, and endpoint environments.
Key Responsibilities
Serve as the final escalation point for technical issues involving end-user devices, infrastructure, and core IT services.
Administer and troubleshoot the Microsoft 365 ecosystem including Exchange Online, Teams, SharePoint, and OneDrive.
Manage and secure identity and access using Microsoft Entra (Azure AD), including MFA, SSO, Conditional Access, and user/group management.
Oversee device management with Microsoft Intune: enrolment, compliance, and configuration profiles.
Monitor and respond to security events using Defender for Endpoint and the Microsoft Security & Compliance Center.
Perform advanced networking diagnostics and configurations involving Layer 2/3 protocols, VLANs, STP, NAT, DHCP, and DNS.
Diagnose and resolve performance issues including broadcast storms, network loops, and device latency.
Configure and support network and security hardware including SonicWall firewalls, Cisco/Meraki/UniFi devices, and HP/Dell enterprise switches.
Troubleshoot Windows 10/11 devices: performance issues, update failures, hardware conflicts, and application errors.
Conduct root cause analysis and provide detailed documentation of incidents, resolutions, and process improvements.
Use PowerShell and CMD tools for system administration, automation, and network diagnostics.
Support and guide Tier 1 and Tier 2 technicians, contributing to knowledge sharing and technical documentation.
Use ticketing systems like Freshdesk (or equivalent) to manage and resolve support issues.
(Optional but preferred) Provide support for macOS/iOS environments.
Required Skills & Experience
Technical Proficiency:
Microsoft Ecosystem:
Office 365 (Exchange Online, SharePoint, OneDrive, Teams)
Azure AD / Microsoft Entra user/group management, MFA, SSO
Microsoft Intune device management
Microsoft Defender for Endpoint
Microsoft Security & Compliance DLP, audit logs, retention
Networking:
Strong grasp of Layer 2/3 concepts (VLANs, STP, subnetting, NAT, DNS, DHCP)
Experience resolving network performance issues
Infrastructure Tools:
SonicWall firewall/VPN setup
Cisco / Meraki / UniFi network hardware configuration
HP / Dell enterprise switches CLI & GUI
Desktop Support:
Windows 10/11 troubleshooting
Application and hardware diagnostics
Experience with dual monitors, docking stations, peripherals
Scripting & Tools:
PowerShell for automation and Microsoft service integration
CMD tools (ping, ipconfig, netstat, etc.)
Ticketing systems (Freshdesk or similar)
Exposure to Microsoft Graph API (or willingness to learn)
Soft Skills & Expectations
Analytical mindset with strong root cause analysis capability
Clear, concise communication with technical and non-technical users
Attention to detail in documenting issues and solutions
Ability to work independently while collaborating effectively across IT tiers
Commitment to continuous improvement and proactive problem-solving
Preferred Qualifications:
Certifications such as Microsoft 365 Certified: Modern Desktop Administrator Associate, CompTIA Network+, or equivalent
Experience supporting macOS/iOS environments
Familiarity with hybrid or remote work IT support