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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Tier 2 IT Support Specialist - **Company:** After School Matters, Inc. - **Location:** Shelton, CT, United States - **Salary:** $55,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Microsoft Azure, Dynamic Host Configuration Protocol, Domain Name System (DNS), Multi-Factor Authentication, Subnetting, Network Architecture, Networking Basics, Routing, Windows PowerShell, Professional Services Automation, Azure Active Directory, Microsoft SharePoint, TCP/IP, Virtual Local Area Networks, Wireless Access Point, Wi-Fi Technology, Firewalls (Computer Science), Microsoft InTune, Fortinet, Cisco - **Published:** August 20, 2026 - **Apply:** https://ldiconnect.applytojob.com/apply/ubHpBlyPYv/Tier-2-IT-Support-Specialist?source=GS ## About the Role The Level 2 IT Support Specialist serves as the primary escalation point for complex technical issues while also providing direct, client-facing support. This hybrid role requires strong diagnostic skills, professional communication, and the ability to manage concurrent tickets in a fast-paced, SLA-driven MSP environment. The ideal candidate thrives in a dynamic setting, brings solid Microsoft 365 and networking fundamentals, and takes pride in delivering a premium client experience., * 3+ years of IT support experience, with at least 1 year in an MSP or multi-client environment. * Proficiency with Microsoft 365 administration - Exchange Online, Teams, SharePoint, OneDrive, and Intune. * Hands-on experience with Azure Active Directory / Entra ID: user/group management, conditional access, MFA, and SSPR. * Solid understanding of networking fundamentals: TCP/IP, DNS, DHCP, VLANs, routing, and subnetting. * Experience configuring and troubleshooting firewall and switching hardware (Fortinet, Cisco, Meraki, Ubiquiti, or equivalent). * Strong client communication skills - ability to translate complex technical issues into clear, non-technical language. * Demonstrated ability to manage and prioritize multiple concurrent tickets in an SLA-driven environment. * Valid driver's license and reliable transportation for occasional client site visits in the NYC Metro area. Nice to Have * Microsoft certifications: MD-102 (Endpoint Administrator), MS-102 (Enterprise Administrator), or AZ-104 (Azure Administrator). * CompTIA certifications: A+, Network+, or Security+. * Experience with ConnectWise, Kaseya, or similar ticketing/professional services automation platforms. * Familiarity with ITIL framework and service management best practices. * PowerShell scripting experience for automation and administration tasks. ## Description * Act as the primary escalation point for tickets from Level 1, driving timely resolution of complex technical issues within defined SLAs. * Provide direct client-facing support via phone, email, remote session, and occasional on-site visits throughout the NYC Metro area. **CT/NYC/ LI/ NJ * Administer Microsoft 365 environments - Exchange Online, SharePoint, Teams, OneDrive, and Intune MDM/device management. * Manage Azure Active Directory / Entra ID: user lifecycle, group policies, conditional access policies, MFA enrollment, and SSO configurations. * Troubleshoot and configure network infrastructure including firewalls (Fortinet, Cisco, Meraki), managed switches, VLANs, and Wi-Fi access points. * Maintain accurate, detailed ticket documentation, resolution notes, and knowledge base articles within PSA/RMM platforms (ConnectWise, Autotask, or similar). * Collaborate with Level 3/4 engineers on escalated infrastructure and security issues, providing clear handoff context. * Identify patterns in recurring incidents and contribute to root cause analysis and permanent resolution strategies. * Participate in after-hours / on-call rotation as required by business needs. ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Creating a routing app with Google Maps API from scratch](https://www.wearedevelopers.com/videos/831-creating-a-routing-app-with-google-maps-api-from-scratch) - [Computer Vision from the Edge to the Cloud done easy](https://www.wearedevelopers.com/videos/263-computer-vision-from-the-edge-to-the-cloud-done-easy) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [Best Coding Boot Camps in Germany](https://www.wearedevelopers.com/magazine/237-best-coding-boot-camps-in-germany) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk)