Level 1-2 IT Support Technician

  • -
  • Black Birch Group
  • Full-Time
  • On-Site
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Job Description:

Position Overview:

We are seeking a motivated and customer-focused Level 12 IT Support Technician to provide technical support across our organization. The successful candidate will have hands-on experience with Microsoft Azure, Office 365 administration, and a solid understanding of ITIL and IT Service Management (ITSM) principles.

You will be responsible for delivering high-quality technical support to end-users, resolving incidents, managing service requests, and assisting with infrastructure maintenance and improvement tasks.

Key Responsibilities:

  • Provide Level 12 technical support for end-user hardware, software, and network issues.

  • Administer and troubleshoot Microsoft 365 services (Exchange Online, Teams, SharePoint, OneDrive, Intune, etc.).

  • Support and maintain Azure Active Directory, including user account management, group policies, and security controls.

  • Manage incident, problem, and request tickets within an ITSM tool, following ITIL best practices.

  • Escalate complex technical issues to Level 3 or specialized teams as required.

  • Assist in onboarding/offboarding users, ensuring proper access and compliance with security policies.

  • Maintain accurate documentation of systems, processes, and resolutions.

  • Participate in system updates, patching, and routine maintenance tasks.

  • Contribute to continuous improvement initiatives within the IT Service Desk.

Required Skills & Qualifications:

  • 13 years of experience in an IT support or service desk environment.

  • Strong knowledge of Microsoft 365 administration and troubleshooting.

  • Hands-on experience with Azure Active Directory and cloud-based environments.

  • Understanding of ITIL principles and experience working within an ITSM framework (e.g., ServiceNow, Jira Service Management, Freshservice).

  • Basic networking knowledge (TCP/IP, DNS, DHCP, VPN).

  • Excellent communication and customer service skills.

  • Strong problem-solving and time management abilities.

Preferred Qualifications:

  • ITIL Foundation Certification or equivalent.

  • Microsoft Certified: Azure Fundamentals (AZ-900) or Microsoft 365 Certified: Fundamentals (MS-900).

  • Experience with device management using Intune or Endpoint Manager.

  • Familiarity with Windows Server administration or PowerShell scripting.

Personal Attributes:

  • Proactive, adaptable, and eager to learn new technologies.

  • Strong attention to detail and documentation.

  • Team player with a positive, service-oriented attitude.