The AME Group

IT Support

• Resolve advanced desktop and application issues (performance problems, application conflicts, registry-level troubleshooting)
• Take over tickets escalated from AI/automation systems when automated tools can’t complete the request successfully
• Administer Microsoft 365 environments (Exchange Online, SharePoint permissions, security groups, conditional access policies)
• Perform Active Directory tasks (user/group management, GPO troubleshooting, basic modifications)
• Support macOS environments, including troubleshooting and basic Jamf/MDM administration
• Troubleshoot network-related issues (VPN connectivity, DNS/DHCP problems, basic network diagnostics)
• Implement and support backup/recovery solutions, including file/folder restores from client backup systems
• Identify and respond to security issues (phishing attempts, malware removal, MFA implementation)
• Manage software installations, deployments, and licensing issues
• Perform hardware diagnostics and coordinate replacements or on-site support when needed
• Document all work in the service desk system (clear resolution notes, next steps, and time entries)
• Create and maintain client-specific SOPs; contribute to ongoing process improvements
• Mentor Level 1 technicians through shadowing, ticket reviews, and hands-on training
• Collaborate with specialized teams (server, network, security) for escalations and complex issues
• Participate in client onboarding and migration/projects as needed

The AME Group

IT Support Specialist II

IT Support Specialist II