Source description
About the role
Serve as the escalation point for Tier 1 support, triaging and resolving complex, multi-system, or previously unresolved incidents.
Provide direct, high-touch technical support to executives and other VIP users, including business-critical after-hours support when needed.
Own root-cause diagnosis for recurring or difficult hardware, software, and business-system issues across desktops, laptops, mobile devices, printers, conference room technology, and related equipment.
Troubleshoot network infrastructure issues (including switches, wireless connectivity, and related equipment) for problems that couldn't be resolved at Tier 1.
Diagnose and resolve advanced deployment and configuration issues on Windows and macOS devices, including enrollment or policy failures.
Own Microsoft 365 administrative troubleshooting, including:
Entra ID (Azure AD) user, group, and license management; conditional access and MFA/Security Defaults troubleshooting
Exchange Online mailbox configuration, permissions, and mail-flow issue resolution
Microsoft Intune endpoint policy troubleshooting and compliance issue resolution
SharePoint/OneDrive permissions and access issue resolution
Microsoft Teams administration and issue resolution
Resolve escalations and exceptions related to employee onboarding/offboarding (e.g., complex license or permission conflicts, failed automated provisioning): routine provisioning is handled by Tier 1.
Provide informal mentorship and technical guidance to Tier 1 support staff, helping build their troubleshooting capability.
May be consulted for technical input on IT projects or rollouts led by other members of the IT team, but is not responsible for project ownership or delivery.
Occasionally assist with moving or installing IT equipment as needed.
Perform other duties as assigned.
Technologies You'll Work With
Microsoft 365, including Entra ID admin center, Exchange admin center, and Microsoft Intune
Windows 10/11
macOS
ManageEngine ServiceDesk (formerly Desktop Central)
EDRs and NDRs such as CrowdStrike, SentinelOne, and Darktrace
Printers and label printing systems
Security badge systems
More at Fluxergy
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