The AME Group provides managed IT services to businesses, drawing on a team that has supported clients since 1985. Its services include business continuity planning, backup and disaster recovery, cybersecurity, and compliance assistance, helping organizations manage technology risks and keep IT operations aligned with their business needs. The company serves organizations of different sizes and has more than 25 offices nationwide.
IT Support Specialist II – Microsoft 365 and Desktop Support
Provide advanced desktop, application, Microsoft 365, and security support to managed service clients. Handle complex escalations, maintain procedures, and coach technicians.
विवरण
- Troubleshoot complex desktop and application problems, including performance issues, software conflicts, and registry-level faults.
- Resolve tickets escalated from AI and automation tools when they cannot complete a request.
- Administer Microsoft 365 services, including Exchange Online, SharePoint permissions, security groups, and conditional access.
- Manage Active Directory users and groups and troubleshoot Group Policy.
- Troubleshoot macOS devices and provide basic Jamf and MDM administration.
- Diagnose VPN, DNS, DHCP, and other network connectivity issues.
- Deploy and support backup and recovery solutions, including file and folder restores.
- Investigate phishing, malware, and multifactor authentication security incidents.
- Handle software installation, deployment, and licensing issues.
- Diagnose hardware faults and arrange replacements or onsite support.
- Record resolutions, follow-up steps, and time entries in the service desk system.
- Develop and update client-specific procedures and help improve support processes.
- Coach Level 1 technicians through shadowing, ticket reviews, and practical training.
- Work with server, network, and security teams to resolve escalations and complex cases.
- Support client onboarding, migrations, and other projects as required.
- Meet performance targets for ticket volume, client issue utilization, quarterly procedure improvements, professional development, and SLA compliance.
आवश्यकताएँ
- Administer Microsoft 365, including Exchange Online, SharePoint, and security settings.
- Manage Active Directory users and groups and troubleshoot Group Policy.
- Diagnose advanced desktop and application issues, including performance problems, conflicts, and complex faults.
- Troubleshoot macOS and provide basic Jamf or MDM support.
- Understand network fundamentals, including VPN, DNS, DHCP, and basic diagnostics.
- Know backup and recovery processes, including file and folder restoration.
- Recognize phishing, respond to malware, and support multifactor authentication.
- Deliver strong customer service and handle escalated client issues confidently.
- Communicate clearly in writing and speech, explaining technical topics to nontechnical users.
- Make sound decisions and troubleshoot independently, including when procedures are unavailable.
- Take ownership of issues through resolution and escalate appropriately.
- Collaborate with teammates and share knowledge.
- Commit to ongoing learning and process improvement.
- Optional: CompTIA A+ and/or Network+ certification.
- Optional: Apple Certified Support Professional (ACSP) certification.
- Optional: ITIL Foundation certification.
- Optional: Intune or Microsoft Endpoint Manager administration.
- Optional: Azure AD Connect synchronization troubleshooting.
- Optional: Basic PowerShell scripting.
- Optional: Experience with RMM platforms such as ConnectWise or NinjaOne.
- Optional: Experience with PSA platforms such as Autotask or ConnectWise Manage.
- Optional: VDI or virtual desktop support, including Citrix or VMware Horizon.
- Optional: iOS and Android device support.
- Optional: Support for Zoom or Teams room systems.
लाभ
- Competitive pay and benefits.
- Opportunities to grow professionally and develop skills.
- A collaborative, supportive workplace.
- Varied and engaging project work.