XTN-0C52482 | L2 HELPDESK SUPPORT SPECIALIST

The L2 Helpdesk Support Specialist serves as an advanced technical resource responsible for resolving escalated tickets, performing complex troubleshooting, and supporting enterprise systems across Microsoft 365, identity management platforms, and endpoint administration. This role requires strong expertise in Microsoft 365, Okta, Intune, macOS/Windows device management, and general networking fundamentals. All support is delivered remotely

• Health Insurance/HMO 
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

• Resolve escalated technical incidents with thorough troubleshooting, root-cause analysis, and long-term corrective actions.
• Manage advanced Microsoft 365 administration tasks, including Exchange, Teams, SharePoint, OneDrive, Office apps, and Intune.
• Administer user and group management across Active Directory and Okta (SSO, MFA, access policies).
• Troubleshoot complex endpoint and application issues across both macOS and Windows environments.
• Support endpoint management using Intune (Windows) and Jamf/Kandji for macOS, including enrollment, compliance, patching, and app deployment.
• Diagnose and resolve network-related issues (DNS, DHCP, basic routing, VPN, certificate errors, website accessibility).
• Provide escalated support for onboarding/offboarding workflows, ensuring proper device provisioning and account lifecycle management.
• Maintain accurate documentation for recurring issues, resolutions, known errors, and troubleshooting guides.
• Identify trends in support requests and recommend process improvements or training opportunities.
• Assist with patch management, application rollout, and compliance tasks as directed by IT Operations/Security.
• Handle complex ticket queues with strong attention to detail and structured troubleshooting.

• 4+ years of IT support experience, with the ability to independently handle L2-level escalations.
• Strong hands-on experience administering Microsoft 365 (Exchange, Teams, SharePoint, Intune, OneDrive, Outlook).
• Proven expertise in Okta—including MFA, SSO, user lifecycle automation, and identity troubleshooting.
• Proficiency with endpoint management for Windows via Intune and macOS via Jamf, Kandji, or similar MDM (enrollment, policy management, patching, app deployment).
• Solid understanding of device lifecycle management and imaging for both macOS and Windows environments.
• Experience supporting enterprise collaboration tools such as Slack and Zoom.
• Basic to intermediate knowledge of networking concepts (DHCP, DNS, IP addressing, VPN, certificates).
• Linux troubleshooting experience (SSH, basic command-line tasks) is a plus.
• Excellent problem-solving skills with a methodical approach to diagnosing complex issues.
• Strong communication skills with a focus on documentation and ticket hygiene.
• Comfortable working independently, including during weekends or after-hours when required.

• CompTIA Network+ or Security+
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• Any equivalent IT support, identity management, or endpoint management certification