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Technical Support Specialist, Level Il

MIS Security
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Job Summary 

We are seeking a resourceful, personable, and technically skilled Support Specialist to join the MIS Security Technology & Engineering team. You will serve as the frontline point of contact between our clients, field technicians, and security partners, diagnosing and resolving issues across physical hardware, networking, Identity & Access Management (IAM) platforms, and proprietary software. This role requires strong interpersonal and communication skills, a collaborative spirit, and a willingness to travel to client sites as needed. 

Key Responsibilities 

  • Serve as the primary point of contact for incoming technical inquiries via phone, email, and ticketing portals. 
  • Identify, document, and categorize client issues; resolve known issues using our internal knowledge base. 
  • Provide hands-on and remote guidance to field technicians for hardware installation, power-cycling, and basic network connectivity checks. 
  • Support end-user onboarding and device enrollment in Microsoft Entra ID (Azure AD); assist with Conditional Access policies and MFA setup. 
  • Troubleshoot Microsoft 365 (M365) suite issues: Exchange Online, Teams, SharePoint, OneDrive, Intune, and Defender for Endpoint. 
  • Perform Level I Windows 11 and macOS endpoint support — imaging, configuration, patch management, and hardware diagnostics. 
  • Gather logs and escalate unresolved or complex issues to Level II or the engineering team with thorough documentation. 
  • Deep-dive into complex system failures involving network configurations, database errors, firmware bugs, and cloud identity issues. 
  • Remotely access and configure client systems, security hardware, and cloud environments to optimize performance and security posture. 
  • Administer and troubleshoot Microsoft Entra ID (Azure AD): SSO, Conditional Access, MFA, Privileged Identity Management (PIM), and device compliance policies. 
  • Support or administer third-party IdP integrations (Okta, Ping Identity, or similar) when applicable in client environments. 
  • Perform advanced macOS and Windows endpoint troubleshooting including MDM enrollment (Intune/Jamf), profile conflicts, and firmware-level issues. 
  • Analyze ticket trends to identify recurring hardware or software defects; collaborate with R&D on permanent fixes. 
  • Author and maintain high-quality internal knowledge base articles and client-facing user guides. 
  • Manage and resolve a queue of technical support tickets within established Service Level Agreements (SLAs). 
  • Replicate reported hardware/software issues in a local lab environment to isolate bugs and validate solutions. 
  • Maintain meticulous documentation of customer interactions, system configurations, and resolution steps within the CRM/ticketing system (e.g., Jira, Zendesk, Salesforce). 
  • Represent MIS Security professionally and build rapport with enterprise clients, demonstrating strong interpersonal and communication skills. 
  • Participate in an on-call rotation schedule to provide emergency support for critical infrastructure clients. 
  • Travel to client sites, trade events, or company facilities within the U.S. as needed (willingness to travel is required). 
  • Perform other related duties as assigned. 

Qualifications and Skills 

Required: 

  • Associate’s or Bachelor’s degree in Information Technology, Computer Science, or equivalent professional experience/certifications. 
  • 3–5+ years troubleshooting complex enterprise systems, networking, and IAM platforms. 
  • Proficiency supporting both PC (Windows 10/11) and Mac (macOS) environments - hardware, OS, and application layer. 
  • Hands-on experience with Microsoft 365 administration: Exchange Online, Teams, SharePoint, Intune, and Microsoft Defender. 
  • Demonstrated experience with Microsoft Entra ID (Azure AD): user/group management, SSO configuration, Conditional Access, and MFA. 
  • Familiarity with additional IdP/SSO platforms (Okta, Ping, OneLogin) considered a strong asset. 
  • Solid foundation in networking: IPv4, TCP/IP, DNS, DHCP, VLANs, switches, routers, and basic firewall configurations. 
  • Proficiency in Windows Server environments and Linux command-line for log analysis and diagnostics. 
  • Exceptional written and verbal communication skills; calm under pressure; able to articulate technical concepts to non-technical stakeholders. 
  • Strong interpersonal skills with a team-first, customer-first mindset. 

Preferred: 

  • Relevant certifications: CompTIA Network+, Security+, Microsoft MS-900/MD-102, SC-300 (Identity & Access Administrator), or CCNA. 
  • Experience with physical security systems, IP cameras (ONVIF), access control systems, or VMS (Video Management Software) platforms. 
  • Experience with API testing tools (e.g., Postman) and querying SQL databases. 
  • MDM experience with Microsoft Intune and/or Jamf Pro for macOS fleet management. 

Benefits 

  • Medical insurance 
  • Dental insurance 
  • Paid time off 
  • Performance bonuses 

Physical Requirements 

  • Prolonged periods of sitting at a computer desk. 
  • Must be able to safely lift and manipulate up to 50 lbs. 
  • Travel required; must be willing to travel within the U.S. 

 
MIS Security, LLC. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status.