Job Description & Details
This is a solid, hands-on tier-2 IT support role where you will act as the crucial bridge between basic help desk tickets and heavy-duty systems engineering. You will handle complex hardware and software escalations, manage enterprise collaboration tech like Zoom and Teams, and occasionally get your hands dirty with hardware deployments and server room maintenance. If you like a mix of desktop troubleshooting, AV support, and infrastructure projects, this gig keeps things interesting.
What You'll Actually Be Doing
You will spend a good chunk of your day tackling escalated hardware and software issues that stumped the tier-1 help desk, ranging from Windows 11 weirdness to Office 365 syncing failures and Active Directory quirks. Beyond standard troubleshooting, you will jump into the AV trenches to bridge complex multi-location videoconference meetings and ensure the Zoom and Teams setups run without a hitch. You will also image machines, handle printer deployments, configure IP phones, and periodically jump into after-hours or weekend windows for PC upgrades and server room maintenance.
The Core Tech Stack
You need deep fluency with Windows 11, the MS Office 365 suite, and Active Directory inside wired and wireless enterprise environments. Experience with document management systems like NetDocuments, time-tracking tools like Intapp Time, and Cisco IP telephony is going to save you from a massive learning curve. Familiarity with SCCM, Citrix, VMware Horizon, and endpoint protection tools like Windows Defender and GlobalProtect will also be critical since you will be managing and securing endpoints across the board.
Interview Expectations
Expect the hiring manager to throw a scenario at you where a VIP executive is screaming about a hybrid meeting room where audio, video, and screen sharing are all failing simultaneously, and they want to know how you triage under pressure. They are looking for your methodical troubleshooting steps and your ability to stay calm and communicate clearly with high-level stakeholders. They might also test your technical depth on Active Directory replication issues or GPO deployment failures to ensure you can genuinely handle tier-2 escalations without hand-holding.
Application Advice
Skip the generic phrasing and make sure your resume explicitly highlights your hands-on work with Windows 11, Office 365 administration, and Active Directory in a team-oriented environment. Weave in keywords like tier-2 support, Cisco IP phones, Zoom, Teams, and SCCM directly into your bullet points to ensure you breeze through the ATS filters and land on the hiring manager's desk.