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# Tier 2 IT Support Specialist

- **Company:** LDI Connect
- **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, Microsoft Onedrive, Fortinet, Cisco
- **Published:** October 22, 2026
- **Apply:** https://www.thejobnetwork.com/job/4af5887b-5a46-4041-a63e-e62807344273/tier-it-support-specialist

## 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.