Tier II IT Support Specialist

56 Minutes ago • 3 Years +

IT & Infrastructure

Job Description

Neostella is seeking a Tier II IT Support Specialist to provide advanced technical support to internal users and administer key IT platforms. This role involves resolving complex support tickets, managing user accounts across platforms like Google Workspace and JumpCloud, enforcing security policies, and supporting employee onboarding/offboarding. The specialist will also conduct advanced troubleshooting, mentor junior staff, maintain IT documentation, and collaborate on infrastructure projects to ensure a secure and efficient technology environment.

Must Have:

Resolve second-level support tickets, including complex technical issues and escalations from IT Support Specialist I.
Administer and maintain user accounts, permissions, and groups across platforms (Google Workspace, JumpCloud, etc.).
Support and enforce security policies, including endpoint protection (ThreatDown) and user awareness (KnowBe4).
Provide onboarding and offboarding support for employees, ensuring compliance with security and asset management procedures.
Conduct advanced troubleshooting for hardware, software, and connectivity issues, escalating when necessary.
Deliver user training and mentor IT Support Specialist I team members.
Maintain and update IT documentation, procedures, and knowledge bases (Confluence).
Collaborate with senior IT staff on infrastructure projects and technology rollouts.
Perform basic monitoring and reporting on system health, endpoint security, and compliance.
3+ years of experience.
Advanced troubleshooting and problem-solving skills.
Strong understanding of user and device management in cloud platforms.
Scripting and automation basics (PowerShell, Bash, or platform-specific tools).
Solid grasp of endpoint security concepts and practices.
Clear communication and ability to explain technical issues to non-technical users.
Organizational skills and attention to detail.
Initiative for continuous improvement and process optimization.
Ability to mentor and train junior staff.

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At Neostella, our mission is simple: empower legal teams to work smarter, faster, and more reliably. We deliver advanced technology solutions and satellite team support that streamline operations, boost efficiency, and transform the way firms and corporate legal departments work day to day. We’re relentlessly customer-centric. Everything we do is in service of making our clients’ work easier and helping them deliver better experiences to their clients. We’re also a true team: supportive, scrappy, and always in it together. We believe in showing up for one another, rolling up our sleeves, and celebrating the wins. It’s who we are, and it’s how we help our customers succeed. Neostella is in hyper-growth mode, leveraging cutting-edge technology to solve real challenges for our clients. And we’re looking for driven, people-first professionals to help us scale with purpose and heart. As we continue to expand, we are seeking a Tier II IT Support Specialist to join our team!

In this role, the Tier II IT Support Specialist will deliver advanced technical support to internal users, ensure the effective administration of key IT platforms, and act as a bridge between frontline support and senior engineering. Take ownership of complex incidents, drive process improvements, and contribute to the secure and efficient operation of the company’s technology environment. Curious what your day would look like as a Tier II IT Support Specialist? Check out the details below!

Key Responsibilities:

Resolve second-level support tickets, including complex technical issues and escalations from IT Support Specialist I.
Administer and maintain user accounts, permissions, and groups across platforms (Google Workspace, JumpCloud, etc.).
Support and enforce security policies, including endpoint protection (ThreatDown) and user awareness (KnowBe4).
Provide onboarding and offboarding support for employees, ensuring compliance with security and asset management procedures.
Conduct advanced troubleshooting for hardware, software, and connectivity issues, escalating when necessary.
Deliver user training and mentor IT Support Specialist I team members.
Maintain and update IT documentation, procedures, and knowledge bases (Confluence).
Collaborate with senior IT staff on infrastructure projects and technology rollouts.
Perform basic monitoring and reporting on system health, endpoint security, and compliance.

Requirements

3+ years of experience
Advanced troubleshooting and problem-solving skills.
Strong understanding of user and device management in cloud platforms.
Scripting and automation basics (PowerShell, Bash, or platform-specific tools).
Solid grasp of endpoint security concepts and practices.
Clear communication and ability to explain technical issues to non-technical users.
Organizational skills and attention to detail.
Initiative for continuous improvement and process optimization.
Ability to mentor and train junior staff.