Advanced Technical Systems Specialist
20 hours ago
This role is focused on advanced technical support, escalated troubleshooting and operational continuity across various systems, hardware and software platforms.
The Tier 2 Technical Support Specialist will work closely with other IT functions to ensure efficient issue resolution, system reliability and user satisfaction.
Duties and Responsibilities:- Tier 2 Support & Troubleshooting — Handle escalated issues from lower level support teams including hardware, software, network and application issues. Perform root cause analysis and implement permanent solutions.
- Incident & Request Management — Manage and resolve incidents and service requests using IT Service Management tools ensuring proper documentation and timely communication with stakeholders.
- Hardware & Software Support — Configure, deploy and troubleshoot laptops, desktops, mobile devices and business critical software.
- Account & Access Management — Administer user accounts, permissions and security groups across Active Directory, SSO platforms, SaaS applications and collaboration tools.
- System Maintenance — Perform scheduled system checks, software installations and updates to maintain compliance and system health.
- Knowledgebase & Documentation — Contribute to internal knowledgebase articles to improve resolution efficiency and promote self-service.
- Collaboration & Escalation — Collaborate with engineering, security and vendor support teams for high complexity incidents and infrastructure issues.
- Familiarity with IAM platforms such as Okta including Universal Directory, SSO, MFA and application assignments.
- Experience supporting enterprise applications such as Microsoft 365, Intune MDM, Kandji, Microsoft Exchange, GSuite, Atlassian Jira/Confluence, Zoom and Slack.
- Solid understanding of SAML, SCIM and OAuth-based application integrations.
- Ability to juggle multiple requests, prioritize appropriately and resolve technical issues independently.
- Working knowledge of system provisioning, OS configuration and patch management.
- Proactive approach to continuous learning and problem-solving in a dynamic IT environment.
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