trace3 The IT Support Specialist II at Trace3 provides advanced end-user technical support and manages hardware lifecycle and SharePoint administration. This role acts as an escalation point for Tier 1 support and resolves complex incidents.
Responsibilities
Serve as the escalation point for Tier 1 issues, providing advanced troubleshooting for hardware, software, and network problems
Resolve complex incidents related to Windows, macOS, Office 365, VPN, and business-critical applications
Leverage ServiceNow for incident, request, and asset management
Document advanced resolutions and knowledge base articles for Tier 1 reference
Qualification
Technical SkillsProficiency with MDM platforms (Intune
Required
A minimum of 3years in IT support in Tier 2 / advanced support or escalation role.
Proven experience troubleshooting and resolving complex technical issues across hardware, software, networking, and cloud platforms.
Experience supporting enterprise environments with 200+ users preferred.
Technical Skills
Proficiency in Windows and macOS administration, including advanced troubleshooting and configuration.
Strong knowledge of Microsoft 365 administration (Exchange Online, Teams, SharePoint Online, OneDrive).
Hands-on experience with ServiceNow or equivalent ITSM platform for incident, request, and asset management.
Familiarity with networking fundamentals (DNS, DHCP, VPN, wireless troubleshooting).
Proficiency with MDM platforms (Intune, JAMF, Workspace ONE, or equivalent) for imaging, deployment, and lifecycle management.
Experience in SharePoint Online support including permissions, site configuration, and content management.
Strong organizational and documentation skills; ability to create clear knowledge base articles for Tier 1.
Excellent interpersonal skills with a customer-first mindset and ability to explain complex technical concepts to non-technical users.
