IT Support Specialist 2

Description

About AME

AME is a Managed Service Provider (MSP) focused on delivering excellent client experiences through reliable support, smart processes, and continual improvement. Our OSC Desktop team handles the issues that require deeper troubleshooting, strong judgment, and clear communication—especially when automation can’t fully complete the work.

Role Summary

The IT Support Specialist II plays a vital role in client support and satisfaction at AME. In this role, you’ll provide advanced technical support for complex desktop and application issues, take ownership of escalated tickets, and deliver exceptional customer service. Success requires strong technical expertise, great communication, sound prioritization, and a commitment to learning and improving how we work.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• Collaborative and supportive work environment.
• Flexibility to work on a variety of interesting projects.

Key Responsibilities

• Resolve advanced desktop and application issues (performance problems, application conflicts, registry-level troubleshooting)
• Take over tickets escalated from AI/automation systems when automated tools can’t complete the request successfully
• Administer Microsoft 365 environments (Exchange Online, SharePoint permissions, security groups, conditional access policies)
• Perform Active Directory tasks (user/group management, GPO troubleshooting, basic modifications)
• Support macOS environments, including troubleshooting and basic Jamf/MDM administration
• Troubleshoot network-related issues (VPN connectivity, DNS/DHCP problems, basic network diagnostics)
• Implement and support backup/recovery solutions, including file/folder restores from client backup systems
• Identify and respond to security issues (phishing attempts, malware removal, MFA implementation)
• Manage software installations, deployments, and licensing issues
• Perform hardware diagnostics and coordinate replacements or on-site support when needed
• Document all work in the service desk system (clear resolution notes, next steps, and time entries)
• Create and maintain client-specific SOPs; contribute to ongoing process improvements
• Mentor Level 1 technicians through shadowing, ticket reviews, and hands-on training
• Collaborate with specialized teams (server, network, security) for escalations and complex issues
• Participate in client onboarding and migration/projects as needed

Top 3 Priorities

1. Resolve tickets requiring human judgment
   Handle advanced troubleshooting and nuanced decision-making that automation can’t complete.
2. Create and maintain client-specific SOPs
   Document unique client environments and repeatable solutions to improve consistency and support future automation.
3. Deliver personalized support to complex client needs
   Step in when clients need a human touch, deeper context, or direct communication.

Requirements

Required Skills & Qualifications

• Microsoft 365 administration (Exchange Online, SharePoint, security configurations)
• Active Directory administration, including Group Policy troubleshooting and user/group management
• Advanced desktop/application troubleshooting (performance issues, conflicts, complex problems)
• macOS troubleshooting plus basic Jamf/MDM support
• Network fundamentals (VPN, DNS, DHCP, basic diagnostics)
• Backup/recovery knowledge (file/folder restore workflows)
• Security awareness (phishing identification, malware response, MFA implementation)
• Excellent customer service skills; comfortable working escalated client issues
• Strong written/verbal communication; able to explain technical concepts to non-technical users
• Strong decision-making and the ability to troubleshoot independently (even without an SOP)
• Ownership mindset: accountable for driving issues to resolution and knowing when to escalate
• Team-oriented collaboration and willingness to share knowledge
• Commitment to continuous learning and improvement

Nice to Have (Optional Skills)

• CompTIA A+ and/or Network+
• Apple Certified Support Professional (ACSP)
• ITIL Foundation
• Intune/MEM administration experience
• Azure AD Connect sync troubleshooting
• Basic PowerShell scripting
• RMM tools (ConnectWise, NinjaOne, etc.)
• PSA tools (Autotask, ConnectWise Manage)
• VDI/virtual desktop support (Citrix, VMware Horizon)
• Mobile device support (iOS/Android)
• Zoom/Teams room systems support

Performance Goals (How Success Is Measured)

• Resolve a set number of tickets per week (team-defined)
• Book 80% of time toward client issues
• Complete 3 SOP updates/improvements per quarter
• Professional development goals, including:
  • Earn Microsoft 365 Certified: Endpoint Administrator Associate
  • Cross-train in other technical areas
  • Complete advanced training pathways as assigned
• Meet or exceed SLAs for response time and resolution