Resolve second-level support tickets, including complex issues escalated from Tier I
Administer and maintain user accounts, permissions, and groups across platforms (e.g., Google Workspace, JumpCloud)
Support and enforce security policies, including endpoint protection (e.g., ThreatDown) and security awareness tools (e.g., KnowBe4)
Manage onboarding and offboarding processes, ensuring compliance with security and asset management protocols
Conduct advanced troubleshooting across hardware, software, cloud platforms, and connectivity issues
Escalate critical infrastructure concerns to senior engineering when necessary
Maintain and continuously improve IT documentation, procedures, and knowledge bases (Confluence)
Collaborate on infrastructure projects, system upgrades, and technology rollouts
Monitor and report on system health, endpoint security, and compliance metrics
Mentor and support Tier I IT Support Specialists through training and knowledge sharing
Identify opportunities for automation and process optimization

3+ years of experience in IT Support or Systems Administration roles
Advanced troubleshooting and root-cause analysis skills
Strong understanding of user and device management in cloud platforms
Basic scripting and automation knowledge (PowerShell, Bash, or platform-specific tools)
Solid understanding of endpoint security principles and best practices
Clear communication skills with the ability to explain technical concepts to non-technical users
Strong organizational skills and attention to detail
Proactive mindset with initiative for continuous improvement
Ability to mentor and train junior team members

Nice to Have:

Experience working in a fast-scaling or SaaS environment
Familiarity with identity management and zero-trust security frameworks
Experience with system monitoring and reporting tools
Exposure to infrastructure projects or cloud migrations
Certifications in IT support, cloud platforms, or security (e.g., CompTIA, Google Workspace, etc.)

Tier II IT Support Specialist

Key skills