The Quality Group seeks an IT Technical Support (Tier 2) specialist to deliver second-line support for laptops, desktops, mobile devices, and peripherals in a Windows enterprise environment. You will troubleshoot complex incidents, manage escalations, and ensure smooth operation of core business systems.

What You'll Do

Provide second-line technical support for laptops, desktops, mobile devices, and peripherals across Windows environments.
Troubleshoot and resolve incidents related to Microsoft Active Directory, including user accounts, group policies, and login issues.
Support the Office suite (Outlook, Excel, Word, PowerPoint) and enterprise collaboration tools.
Handle escalations from Tier 1 support and work closely with Tier 3 and infrastructure teams for advanced issue resolution.
Perform user onboarding/offboarding and manage access rights through Active Directory and other systems.
Provide on-site and off-hour VIP Support for Executives and other urgent cases.
Maintain accurate records of issues and resolutions using the service management system.
Assist with software deployment, patching, and system updates.
Identify recurring issues and recommend long-term solutions or process improvements.
Ensure compliance with IT security policies and procedures.

What We're Looking For

Bachelor’s degree in Information Technology, Computer Science, or a related field.
5+ years of hands-on experience in an IT support role in an enterprise environment.
Strong proficiency with Microsoft Active Directory, including ADUC, GPOs, DNS, and DHCP.
Solid experience supporting Windows 10/11 and Office 2021/2023.
Familiarity with remote support tools like SCCM and Remote Desktop.
Strong problem-solving and communication skills, both written and verbal.
Ability to prioritize and manage multiple tasks in a fast-paced environment.

Nice to Have

Certifications such as CompTIA A+, Network+, or Microsoft (MCP, MCSA).
VDI or MacOS support experience.
Working knowledge of ITIL practices.
Experience in IT service desk environments supporting 500+ end users.
Exposure to basic scripting with PowerShell for automation.
Experience with ticketing systems like Zendesk, ServiceNow, or BMC Remedy.
Experience with Enterprise Mobility Management or Mobile Device Management.
Experience with WDS (Windows Distribution Services) or disk imaging/cloning tools.