IT Support Engineer (Tier 2) - AZ
$55,000–$75,000 year
On-sitePhoenix, Arizona, United States
Job Summary
Provide Level 2/3 helpdesk support for Windows, macOS, iOS, and Android devices while administering Microsoft 365 environments, Exchange Online, SharePoint, Teams, and Security & Compliance features. Configure networking components including DNS, DHCP, VLANs, VPNs, and firewall rules across SonicWall, Meraki, and Unifi platforms. Manage endpoints via Microsoft Intune and Windows Autopilot, assist with Azure administration, and configure email security protocols. Troubleshoot hardware and software issues for PCs, laptops, printers, and peripherals, including patch management and driver updates. Maintain tickets, documentation, and client communications using ITSM tools, participate in IT projects such as installations and cloud deployments, and deliver client training on IT best practices. Provide occasional after-hours/on-call support as needed.
Required Qualifications
- At least 2 years of experience in an MSP or Level 2 helpdesk environment
- Advanced administration experience with Microsoft 365, including Exchange Online, SharePoint, Teams, OneDrive, and Security & Compliance
- Hands-on networking troubleshooting and configuration experience with DNS, DHCP, VLANs, VPNs, firewall rules, and network hardware (Cisco, SonicWall, Ubiquiti UniFi, Meraki, Palo Alto)
- Experience configuring and troubleshooting Windows and macOS endpoints
- Experience configuring email authentication and security records (SPF, DKIM, DMARC)
- Hands-on hardware and software support experience (PCs, laptops, printers, peripherals, software installs, patch management, and driver updates)
- Experience using at least one ticketing or ITSM system
- Experience in a customer-facing IT support role communicating directly with business clients
- Authorized to work in the United States
- Available for after-hours/on-call support
Desired Qualifications
- Experience participating in IT projects, including hardware installations, network setups, software migrations, and cloud service deployments
- Bachelor's degree in Computer Science or a closely related field
- Experience supporting iOS and Android devices
- Experience using Microsoft Intune and Windows Autopilot for endpoint management and device provisioning
- Basic Azure administration knowledge, including Azure AD, virtual machines, networking, and resource management
- PowerShell scripting and automation experience (basic to intermediate)
- Experience providing end-user or client training on IT tools or security best practices
- Holds at least one relevant certification (CompTIA A+, Network+, Security+, CCNA, or Microsoft certifications such as MS-100/MS-101/MS-102)
- Experience with Microsoft Entra ID (Azure AD) advanced features, including Conditional Access policies
- Willing and able to travel approximately 15% for client site visits or projects
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