Technical Support Specialist II

As a Technical Support Specialist II at MRE Consulting, you will provide advanced technical support and operational leadership within a fast-paced Managed Services environment. This role serves as the primary escalation point for Tier 1 technicians and is responsible for resolving complex technical issues, maintaining client infrastructure, and delivering an exceptional client experience.

The ideal candidate demonstrates strong troubleshooting ability, a sense of urgency, accountability for outcomes, and pride in delivering high-quality work. You will escalate issues from identification through resolution, mentor junior technicians, and contribute to continuous service improvement.

Key Responsibilities

Service Desk Operations

• Serve as the primary escalation point for Tier 1 technicians
• Manage and resolve escalated incidents, service requests, and alerts
• Perform advanced troubleshooting and root cause analysis across endpoint, cloud, and infrastructure systems
• Maintain ownership of tickets through resolution, ensuring SLA compliance and clear communication
• Prioritize and manage multiple client issues simultaneously
• Participate in major incident response and service restoration

Microsoft 365 & Identity Management

• Administer and troubleshoot:
• Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive, Defender)
• Entra ID (Azure Active Directory)
• Manage user provisioning, licensing, and access requests
• Troubleshoot MFA, Conditional Access, authentication, and email delivery issues
• Support tenant administration and migration activities

Endpoint & Device Management

• Support Windows 10 and Windows 11 environments
• Manage endpoints using Intune, Group Policy, and RMM tools
• Deploy software, security policies, and configurations
• Troubleshoot performance, OS issues, and application failures
• Monitor patching and endpoint compliance

Infrastructure & Networking

• Support and troubleshoot:
• Active Directory and Windows Server
• DNS, DHCP, VPN
• LAN/WAN and wireless networking
• Printers and peripherals
• Assist with firewall, switching, and network environments
• Escalate advanced infrastructure issues as needed

Monitoring, Maintenance & Security

• Respond to RMM alerts and monitoring notifications
• Validate backups and escalate failures
• Assist with vulnerability remediation and security initiatives
• Support endpoint protection, Microsoft Defender, and email security tools
• Identify and escalate potential cybersecurity incidents
• Perform routine maintenance to improve system reliability

Documentation & Process Improvement

• Maintain accurate ticket documentation experience with IT Glue
• Develop SOPs, knowledge base articles, and technical documentation
• Identify recurring issues and recommend improvements
• Contribute to automation and standardization efforts

Team Development

• Mentor Tier 1 technicians and support skill development
• Assist with onboarding and training initiatives
• Reinforce accountability, consistency, and best practices

Client Engagement

• Communicate clearly with end users and stakeholders
• Provide timely updates and resolution summaries
• Maintain professionalism during high-impact incidents
• Provide occasional onsite support as needed

Additional Responsibilities

• Participate in on-call rotations and after-hours work
• Support project implementations and technology upgrades

Required Qualifications

Education & Experience

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
• 3–5 years of IT support, systems administration, or MSP experience
• Experience working within SLA-driven, ticket-based environments

Technical Skills

• Microsoft 365 Administration (Exchange Online, Teams, SharePoint, Entra ID)
• Windows 10/11 and Windows Server
• Active Directory
• Microsoft Intune and Group Policy
• DNS, DHCP, VPN, LAN/WAN
• Endpoint security tools and backup monitoring
• RMM platforms and PSA systems (HaloPSA, Ninja One preferred)

Operational Skills

• Strong troubleshooting and analytical ability
• Effective prioritization and time management
• Excellent documentation habits and attention to detail
• Strong written and verbal communication
• Ability to explain technical concepts to non-technical users
• Demonstrated ownership and accountability

Preferred Qualifications

• Hands-on experience with Microsoft Azure and cloud environments
• Hands-on experience with Intune deployments
• Familiarity with Cisco, Meraki, Fortinet, or SonicWall
• PowerShell scripting and automation
• VoIP support experience
• Relevant Certifications (ITIL, Network , Security , Microsoft AZ-900
• MS-900, MD-102)

Core MRE competencies

• Accountability & Ownership – Follows through and resolves issues end-to-end
• Technical Expertise – Troubleshoots across cloud, endpoint, and infrastructure systems
• Urgency & Initiative – Acts quickly to minimize client impact
• Leadership & Mentorship – Develops junior technicians through coaching
• Communication – Clear, professional, and proactive
• Attention to Detail – Accurate documentation and follow-through
• Professional Pride – Delivers high-quality, consistent work

Benefits & Perks

MRE Consulting provides a comprehensive benefits package designed to support your health, financial well-being, and professional growth.

Health & Wellness

• Medical, Dental, and Vision Insurance
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Life Insurance
• Disability Insurance
• Supplemental Life Insurance Options

Financial Benefits

• 401(k) Retirement Plan
• Performance-Based Bonus Opportunities
• Employee Referral Program

Time Off & Leave

• Paid Time Off (PTO)
• Company-Paid Holidays
• Sick Leave
• Bereavement Leave

Professional Development

• Technical Training and Certification Support
• Career Development Planning
• Mentorship from Senior Engineers and Technical Leaders
• Hands-on Experience with Enterprise, Cloud, and Security Technologies

Work Environment

• Collaborative Team Environment
• Company-Sponsored Events and Activities
• Merit-Based Career Advancement
• Access to Modern Tools and Technologies
• Opportunity to Work Alongside Experienced Engineers and Architects

Paid Holidays

MRE observes major U.S. business holidays, including:

• New Year’s Day
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving Day (and the following day)
• Christmas Day