Level-II IT Support Specialist

Infrastructure Support Technician

Quick Summary

TriCom is seeking an Infrastructure Support Technician to provide Level II end-user and infrastructure support in a mixed Windows and Mac enterprise environment. This role is ideal for someone who has progressed beyond traditional Help Desk work and can independently troubleshoot more complex hardware, software, endpoint, and user issues while delivering a high-touch customer service experience. The technician will support both onsite and remote users, including executive-level and global employees.

Daily Tasks & Key Responsibilities

Primary responsibility: Provide Level II Infrastructure and End User Support for a global organization of approximately 650 users.

• Troubleshoot and resolve escalated Level II support issues involving Windows, Mac, hardware, software, connectivity, applications, and user access.
• Support a mixed endpoint environment consisting of approximately 75% Windows and 25% Mac devices.
• Manage incidents, service requests, and escalations through ServiceNow.
• Provide both remote and onsite technical support to end users.
• Handle technical issues that require deeper troubleshooting and administrative knowledge beyond basic password resets and ticket routing.
• Support walk-up users and proactively engage employees who need technical assistance.
• Troubleshoot endpoint, device, application, and operating system issues through resolution.
• Assist with endpoint setup, deployment, configuration, and lifecycle support.
• Perform basic system administration and infrastructure support tasks as needed.
• Support Microsoft 365 applications and related end-user issues.
• Work with users across multiple locations and time zones.
• Provide professional, high-touch support to executive-level and high-expectation users.
• Clearly communicate technical issues, next steps, and resolutions to both technical and non-technical users.
• Prioritize competing incidents and requests while maintaining appropriate service levels.
• Escalate issues when necessary while maintaining ownership through resolution.
• Document troubleshooting steps, resolutions, and technical information within the ITSM platform.
• Work independently as part of a small infrastructure support team.
• Participate in rotational onsite coverage to ensure an Infrastructure Support Technician is available onsite.

Required Qualifications

• Professional experience providing Level II Desktop, End User, or Infrastructure Support.
• Demonstrated progression beyond entry-level Help Desk responsibilities.
• Strong troubleshooting experience with Windows operating systems.
• Experience troubleshooting and supporting macOS devices.
• Experience with ServiceNow or a similar ITSM/ticketing platform.
• Strong hardware, software, application, and user support troubleshooting skills.
• Experience resolving tickets escalated from a Level I Help Desk or Service Desk.
• Ability to support both onsite and remote users.
• Strong technical problem-solving and root-cause troubleshooting skills.
• Ability to work independently with minimal supervision.
• Strong customer service orientation and ability to provide a positive user experience.
• Excellent verbal and written communication skills.
• Ability to prioritize multiple support requests in a fast-paced environment.

Preferred Qualifications

• System administration experience.
• Enterprise infrastructure support experience.
• Microsoft 365 administration or support experience.
• Experience supporting executive-level users.
• Experience supporting global users across multiple time zones.
• Experience communicating with international users or teams where language barriers may exist.
• Endpoint management, imaging, provisioning, or device deployment experience.
• Experience supporting mixed Windows and Mac environments.
• ITIL or broader IT service management knowledge.
• Experience working within a small infrastructure or end-user support team.