IT Support Engineer – L2

ITTConnect

. Troubleshoot and resolve escalated end-user incidents across Windows and macOS endpoints, Microsoft 365, Entra ID, Intune, printing, and business applications .

Posted 10/7/2026full-timeRemoteSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive IT support experience with a focus on troubleshooting Windows and macOS endpoints, Microsoft 365, and user administration in Entra ID and Active Directory. Proficient in maintaining device compliance and providing clear communication to end users while adhering to service level objectives.

Highest-signal resume keywords

IT Support ExperienceWindows 10 and 11 TroubleshootingMicrosoft 365 AdministrationEntra ID and Active Directory ManagementClear Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingEndpoint ManagementDevice ComplianceBasic PowerShell ScriptingNetworking KnowledgeTicketing SystemsRemote Support ToolsUser Onboarding and OffboardingKnowledge Base Article WritingIncident Management

Soft Skills

Patient CommunicationDocumentation Skills

Tools & Technologies

IntuneAutopilotMicrosoft 365Entra IDActive DirectoryRMM PlatformsService Desk Software

Certifications & Qualifications

CompTIA A+CompTIA Network+MD-102

Industry Keywords

HIPAA CompliancePCI DSS ComplianceSOC 2 ComplianceTPN ComplianceMulti-Client Support

Tech Stack

Tools & technologies

DNSMacOS

About the role

Key responsibilities & impact

Troubleshoot and resolve escalated end-user incidents across Windows and macOS endpoints, Microsoft 365, Entra ID, Intune, printing, and business applications
Work tickets through the service desk queue in priority order and within service level objectives
Keep users informed of status and resolution timelines
Execute user onboarding, offboarding, and access changes across Entra ID, Active Directory, Microsoft 365, and client line-of-business systems
Build, image, and deploy endpoints using Intune, Autopilot, or equivalent tooling
Maintain device compliance with client patching and security baselines
Determine whether issues are user-facing or infrastructure-level and escalate infrastructure issues to engineering teams with clear troubleshooting details
Write and maintain knowledge base articles and runbook steps
Identify recurring incidents and raise problems with sufficient evidence to drive fixes
Follow client change management procedures for changes affecting more than one user
Provide clear, patient communication to end users and client contacts through resolution

Requirements

What you’ll need

8+ years of IT support or service desk experience with direct end-user responsibility
Fluency in English is required
Hands-on troubleshooting of Windows 10 and 11 endpoints and Microsoft 365, including Exchange Online, Teams, SharePoint, and OneDrive
Experience administering users and devices in Entra ID, Active Directory, and Intune, including Conditional Access and MFA basics
Familiarity with macOS support and an endpoint management or RMM platform
Basic networking knowledge covering DNS, DHCP, VPN, and Wi-Fi
Ability to distinguish network problems from endpoint problems
Experience using ticketing systems and remote support tools against defined service level objectives
Clear, patient communication with end users and clean written documentation
Prior MSP or multi-client experience, ideally supporting several customer environments simultaneously
Associate's or bachelor's degree in information technology or a related field, or equivalent hands-on experience
CompTIA A+ or Network+, Microsoft endpoint certifications such as MD-102, or comparable qualifications preferred
Basic PowerShell scripting for account and device administration preferred
Exposure to HIPAA, PCI DSS, SOC 2, or TPN compliance-driven environments preferred

Benefits

Comp & perks

Remote work from home
Work with a global network operations center
Defined service level objectives and structured ticketing support