Tier 2 IT Support Engineer

Make your next big career move by applying as KMC Solutions' next IT SUPPORT SPECIALIST L2

OptimEdge is an IT Strategy and Consulting firm serving the needs of small and mid-market firms seeking to optimize information systems, tighten cybersecurity, ensure compliance, and improve services through AI. We are a small, yet dynamic and growing company dedicated to delivering a premiere service to our clients.

The IT Support Specialist L2 provides advanced technical support and system administration across our internal environment and client-facing systems. This role requires hands-on troubleshooting, Microsoft 365 and Active Directory/Entra ID administration, endpoint security, and clear communication with sensitive clients. You will act as the escalation point for Level 1 support while ensuring client trust, confidentiality, and service excellence.

The main responsibilities of a IT SUPPORT SPECIALIST L2 include:

Key Responsibilities

Advanced Technical Support & Escalations

• Serve as the escalation point for unresolved Level 1 issues, ensuring timely resolution of complex problems.
• Troubleshoot advanced issues across Windows operating systems, Microsoft 365 services, business applications, and endpoint devices.
• Diagnose and resolve hardware, OS, and connectivity problems on desktops, laptops, and peripherals.
• Manage and prioritize tickets to meet agreed service levels.

System Administration & Maintenance

• Administer user accounts, permissions, licenses, and policies in Active Directory and Microsoft 365 (Azure AD, Exchange Online, Teams, SharePoint, OneDrive).
• Manage group policies, security settings, and endpoint configurations.
• Monitor patching, backups, and endpoint security (BitLocker, Intune, antivirus, MFA).
• Conduct proactive maintenance to reduce downtime and improve reliability.

Networking & Connectivity

• Support and troubleshoot network services (DNS, DHCP, VPN, Wi-Fi, LAN).
• Escalate advanced networking or infrastructure issues to senior engineers or vendors.
• Basic troubleshooting on firewalls like Meraki, Fortinet, and SonicWall.

Security & Compliance

• Enforce MFA, encryption, and secure data handling practices.
• Assist in incident triage, including phishing attempts, quarantined emails, or suspicious logins.
• Maintain compliance with client-specific data security requirements.

Collaboration & Knowledge Sharing

• Work closely with senior IT staff on technology upgrades and small-scale rollouts.
• Provide mentoring and guidance to Level 1 support team members.
• Document troubleshooting steps, solutions, and SOPs in the internal knowledge base.

Customer Support & Communication

• Communicate technical solutions clearly to both technical and non-technical users.
• Handle sensitive client interactions with discretion and professionalism.
• Assist with client onboarding, endpoint setup, and user training when needed.

Minimum Qualifications Education

• Associate's or Bachelor's degree in IT, Computer Science, or related field preferred.

• Relevant certifications (CompTIA Network+, Security+, Microsoft 365 Certified, ITIL Foundation) are a strong plus.

• 3–5 years in IT support, with at least 1–2 years handling Level 2 escalations.

• Hands-on experience with Microsoft 365, Active Directory, endpoint security, and networking fundamentals.
• Familiarity with backup and recovery solutions.
• Experience with remote management tools (RDP, TeamViewer, Atera, etc.) and ticketing systems.
• A deep interest in AI and how it can apply to business.
• Strong troubleshooting across hardware, software, Microsoft 365, and networking.
• Knowledge of DNS, DHCP, VPN, and endpoint security tools.
• Excellent documentation and communication skills.
• Ability to work independently in a small team and handle sensitive client interactions with discretion