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IT Support Specialist II
The AME GroupIT Support Specialist II providing advanced technical support for complex issues at AME. Delivering exceptional customer service and resolving escalated technical problems.
Tech Stack
Tools & technologiesDNSJamfMacOS
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- Microsoft 365 administration (Exchange Online, SharePoint, security configurations)
- Active Directory administration, including Group Policy troubleshooting and user/group management
- Advanced desktop/application troubleshooting (performance issues, conflicts, complex problems)
- macOS troubleshooting plus basic Jamf/MDM support
- Network fundamentals (VPN, DNS, DHCP, basic diagnostics)
- Backup/recovery knowledge (file/folder restore workflows)
- Security awareness (phishing identification, malware response, MFA implementation)
- Excellent customer service skills; comfortable working escalated client issues
- Strong written/verbal communication; able to explain technical concepts to non-technical users
- Strong decision-making and the ability to troubleshoot independently (even without an SOP)
- Ownership mindset: accountable for driving issues to resolution and knowing when to escalate
- Team-oriented collaboration and willingness to share knowledge
- Commitment to continuous learning and improvement.
Benefits
Comp & perks- Competitive salary and benefits package.
- Opportunities for professional growth and development.
- Collaborative and supportive work environment.
- Flexibility to work on a variety of interesting projects.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Microsoft 365 administrationActive Directory administrationdesktop/application troubleshootingmacOS troubleshootingJamfMDMnetwork fundamentalsbackup/recovery solutionssecurity awarenesshardware diagnostics
Soft Skills
customer service skillswritten communicationverbal communicationdecision-makingtroubleshooting independentlyownership mindsetteam-oriented collaborationknowledge sharingcommitment to continuous learningprocess improvement