Technical Support Specialist, Level ll

Job Summary

We are seeking a resourceful, personable, and technically skilled Support Specialist to join the MIS Security Technology & Engineering team. You will serve as the frontline point of contact between our clients, field technicians, and security partners, diagnosing and resolving issues across physical hardware, networking, Identity & Access Management (IAM) platforms, and proprietary software. This role requires strong interpersonal and communication skills, a collaborative spirit, and a willingness to travel to client sites as needed.

Key Responsibilities

• Serve as the primary point of contact for incoming technical inquiries via phone, email, and ticketing portals.
• Identify, document, and categorize client issues; resolve known issues using our internal knowledge base.
• Provide hands-on and remote guidance to field technicians for hardware installation, power-cycling, and basic network connectivity checks.
• Support end-user onboarding and device enrollment in Microsoft Entra ID (Azure AD); assist with Conditional Access policies and MFA setup.
• Troubleshoot Microsoft 365 (M365) suite issues: Exchange Online, Teams, SharePoint, OneDrive, Intune, and Defender for Endpoint.
• Perform Level I Windows 11 and macOS endpoint support — imaging, configuration, patch management, and hardware diagnostics.
• Gather logs and escalate unresolved or complex issues to Level II or the engineering team with thorough documentation.
• Deep-dive into complex system failures involving network configurations, database errors, firmware bugs, and cloud identity issues.
• Remotely access and configure client systems, security hardware, and cloud environments to optimize performance and security posture.
• Administer and troubleshoot Microsoft Entra ID (Azure AD): SSO, Conditional Access, MFA, Privileged Identity Management (PIM), and device compliance policies.
• Support or administer third-party IdP integrations (Okta, Ping Identity, or similar) when app...