Tier 2 IT Support Specialist

About LDI Connect

LDI Connect is a distinguished technology services firm headquartered on Long Island, lauded by Long Island Business News for its dedication to fostering a high-performing, people-focused workplace environment. With additional offices in Connecticut, New York City (including a location in Times Square), New Jersey, and Los Angeles, the company delivers comprehensive IT, security, and communication solutions to diverse industries. From commercial security and document management to managed IT, cloud services, phone systems, professional audio/video, AI, and production equipment, LDI Connect upholds a strong commitment to excellent service and rewarding career paths.

Role Overview

The Tier 2 IT Support Specialist acts as the main escalation facilitator for complex technical issues beyond Level 1, while also providing direct client support. This hybrid position demands excellent diagnostic abilities, refined communication skills, and adeptness with managing multiple tickets under strict service level agreements (SLAs) in a fast-paced managed service provider (MSP) setting. The role emphasizes proficiency in Microsoft 365 administration, fundamental networking, and delivering superior customer experiences.

Key Responsibilities

• Serve as the primary escalation point for Level 1 tickets, ensuring prompt resolution of technical challenges within defined SLAs.
• Deliver client support through phone, email, remote sessions, and occasional onsite visits across the Connecticut, New York City, Long Island, and New Jersey regions.
• Administer Microsoft 365 services including Exchange Online, SharePoint, Teams, OneDrive, and Intune for device management.
• Manage Azure Active Directory / Entra ID: handling user lifecycles, group and conditional access policies, multi-factor authentication enrollment, and single sign-on setups.
• Troubleshoot and configure network infrastructure components such as firewalls (Fortinet, Cisco, Meraki), switches, VLANs, and Wi-Fi access points.
• Maintain detailed and accurate documentation including ticket logs, resolution notes, and knowledge base articles within PSA/RMM tools like ConnectWise, Autotask, or equivalents.
• Collaborate with higher-level engineers (Level 3/4) on escalated infrastructure and security concerns, providing comprehensive handoff information.
• Analyze recurring incidents for trends, contributing to root cause investigations and long-term resolution strategies.
• Participate in after-hours or on-call rotations as required by organizational needs.

Required Qualifications

• Minimum 3 years of experience in IT support, including at least 1 year within an MSP or multi-client support environment.
• Proficient administration of Microsoft 365 components such as Exchange Online, Teams, SharePoint, OneDrive, and Intune.
• Hands-on experience with Azure Active Directory / Entra ID, including managing users and groups, conditional access, MFA, and self-service password reset.
• Strong understanding of networking fundamentals: TCP/IP, DNS, DHCP, VLANs, routing, and subnetting concepts.
• Experience configuring and troubleshooting network hardware including firewalls and switches from vendors like Fortinet, Cisco, Meraki, or Ubiquiti.
• Excellent communication skills to clearly articulate complex technical information to clients in accessible terms.
• Capability to efficiently handle and prioritize multiple tickets under SLA constraints.
• Valid driver's license and dependable transportation for travel throughout the NYC metropolitan area as needed.

Preferred Skills

• Relevant certifications such as MD-102, MS-102, or AZ-104 from Microsoft.
• CompTIA certifications including A+, Network+, or Security+.
• Familiarity with PSA tools like ConnectWise and Kaseya, or comparable platforms.
• Understanding of ITIL service management frameworks.
• PowerShell scripting skills to support automation and administrative tasks.

Additional Information

Regular travel across Connecticut, New Jersey, New York City, and Long Island is expected, so candidates from these regions willing to commute are welcome to apply. The salary range for this position is typically between 55000 and 70000 annually, dependent on the candidate’s experience. LDI Connect values diversity and equal opportunity, strictly prohibiting discrimination based on various protected characteristics under laws at federal, state, and local levels.