Tier II Support Technician (Shift Schedules: Day, Evening and Night)

Summary

StratasCorp Technologies is seeking a customer-focused Tier II Help Desk Technician to provide first line support for Microsoft technologies. The role involves triaging incidents, resolving common issues, fulfilling service requests, and ensuring a friendly experience for end users.

Responsibilities

• Frontline Incident Response
• Answer support tickets and log all interactions in the ITSM system
• Perform initial triage, categorize/severity score incidents, and attempt first contact resolution
• Follow standard operating procedures (SOPs) and knowledge base articles
• Microsoft 365 End User Support
• Assist with Outlook/Exchange Online (mailbox access, shared mailboxes, mail flow troubleshooting)
• Support Microsoft Teams (sign in issues, meetings, audio/video, device setup, basic governance)
• Help with SharePoint Online/OneDrive (sync issues, permissions requests, file recovery)
• Windows & Device Support
• Troubleshoot Windows 10/11 login, profile and application issues
• Perform basic hardware diagnostics; support Intune managed devices (compliance checks, app installs, policy refresh)
• Accounts & Access
• Process basic account tasks in Azure AD/Entra ID (password resets, unlocks, conditional access checks)
• Provision standard access per role based access controls (RBAC) and approved workflows
• Service Requests & Onboarding
• Fulfill routine requests (software installs, license assignments, distribution list changes)
• Support new hire setup (accounts, MFA enrollment, devices, and starter guidance)
• Knowledge & Documentation
• Maintain accurate ticket notes and user communications
• Contribute to the knowledge base (KB) with clear, repeatable solutions and 'how to' guides
• Escalation & Collaboration
• Escalate unresolved issues to Tier II/III according to SLAs
• Collaborate with systems administrators, network engineers, and security teams when required

Skills

• 3-5 years in an IT support/help desk role (or equivalent practical experience)
• Working knowledge of Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive)
• Windows 10/11 troubleshooting and user profile fundamentals
• Azure AD/Entra ID basics (password resets, MFA prompts, license assignments)
• Core networking concepts (DNS, DHCP, VPN) at a basic level
• Microsoft 365 Admin portals (Exchange, Teams, SharePoint, Entra ID)
• Intune/Endpoint Manager; SCCM (as applicable)
• Ticketing/ITSM platform; remote support tools (Quick Assist, Remote Desktop, Teams)
• Endpoint security/AV (Defender for Endpoint or equivalent)
• Strong customer service, communication, and documentation skills
• Clear verbal/written communication; ability to explain technical concepts simply
• Time management and prioritization under SLA guidelines
• Attention to detail; consistent documentation practices
• A personal growth mindset—willingness to learn and improve
• CompTIA Security+ (required at hire)
• Microsoft 365 Certified: Fundamentals (MS 900) (required within 90 days of hire)
• Experience with Intune (device compliance, app deployments) and SCCM/ConfigMgr basics
• Familiarity with Exchange Online admin center and Teams admin center (read only or guided tasks)
• Scripting exposure (PowerShell) for repetitive tasks

Qualifications

Must Haves

• 3-5 years in an IT support/help desk role (or equivalent practical experience)
• Working knowledge of Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive)
• Windows 10/11 troubleshooting and user profile fundamentals
• Azure AD/Entra ID basics (password resets, MFA prompts, license assignments)
• Core networking concepts (DNS, DHCP, VPN) at a basic level
• Microsoft 365 Admin portals (Exchange, Teams, SharePoint, Entra ID)
• Intune/Endpoint Manager; SCCM (as applicable)
• Ticketing/ITSM platform; remote support tools (Quick Assist, Remote Desktop, Teams)
• Endpoint security/AV (Defender for Endpoint or equivalent)
• Strong customer service, communication, and documentation skills
• Clear verbal/written communication; ability to explain technical concepts simply
• Time management and prioritization under SLA guidelines
• Attention to detail; consistent documentation practices
• A personal growth mindset—willingness to learn and improve
• CompTIA Security+ (required at hire)
• Microsoft 365 Certified: Fundamentals (MS 900) (required within 90 days of hire)

Nice to Haves

• Experience with Intune (device compliance, app deployments) and SCCM/ConfigMgr basics
• Familiarity with Exchange Online admin center and Teams admin center (read only or guided tasks)
• Scripting exposure (PowerShell) for repetitive tasks