Technical Support Specialist II

Job Summary

The IT Support & Endpoint Engineer (Level 2) serves as the primary escalation point for complex technical issues and ensures timely resolution of service requests across the organization. This role is responsible for advanced troubleshooting, full ownership of support tickets, and maintaining high service standards. The position supports Control Southern’s modern IT environment, including Microsoft Intune, Entra ID, endpoint management, server infrastructure, and network operations.

Core Responsibilities

Advanced Technical Support (Level 2)

- Troubleshoot and resolve escalated hardware, software, and network issues
- Provide support for Windows systems, Microsoft 365, Active Directory, and endpoint devices
- Perform root cause analysis to prevent recurring issues
- Support multi-site operations

Ticket Ownership & Ticket System Management 

- Take full ownership of assigned SysAid tickets from start to completion
- Ensure tickets are actively worked, updated, and documented
- Meet SLA expectations for response and resolution
- Prioritize and manage multiple requests

Endpoint, MDM & Cloud Identity Support

- Manage endpoints using Microsoft Intune (enrollment, compliance, deployment)
- Administer Microsoft Entra ID (Azure AD) including users, groups, and access
- Support mobile device management (MDM) solutions
- Assist with Autopilot deployments
- Troubleshoot identity and endpoint issues

Server & Infrastructure Support

- Support Windows servers and core services (AD, DNS, DHCP, file services)
- Perform patching, maintenance, and monitoring
- Support backups and recovery efforts
- Assist with infrastructure upgrades

Networking & Connectivity

- Troubleshoot switches, firewalls, VPN, and wireless networks
- Resolve connectivity issues for remote and on-site users
- Assist with network changes and deployments
- Support IoT and connected devices

Key Expectations

- No tickets remain idle without progress or updates
- Full ownership of assigned work
- Proactive communication with users and leadership
- Immediate escalation when blocked
- Professional conduct at all times

-25% Travel requirements.

Required Skills & Qualifications

- 2–5 years of IT support experience
- Experience with Microsoft Intune, Entra ID, and MDM
- Knowledge of Windows servers (AD, DNS, DHCP)
- Basic networking knowledge (switches, firewalls, VPN, TCP/IP)
- Strong troubleshooting and problem-solving skills
- Ability to work independently and manage priorities