Technical Support Specialist Tier 1 2

Job Overview

Our client is seeking a highly technical Tier 1/2 Support Specialist with a background in Managed Services (MSP). You will support end users, assist with administration of Office 365 and Google Workspace, provide general break-fix support, and serve as an escalation point for issues that require deeper investigation than standard helpdesk tasks.

Job Highlights:

• Schedule: Monday - Friday, 8:00 AM - 5:00 PM EST (40 work hours per week)
• Work Arrangement: Work from home
• Contract: Independent Contractor

Independent Contractor Perks:

• Health Insurance Coverage for eligible locations
• Permanent work-from-home
• Immediate hiring

Key Responsibilities

Support Operations (Intake, Triage, and Communication)

• Monitor inbound support channels (ticketing queue, email, chat, phone).
• Categorize and prioritize requests/incidents; confirm impacted users and services.
• Collect required information (device, OS, error messages, screenshots, steps to reproduce).
• Provide timely updates to users and stakeholders while maintaining an initial response within the first 15 minutes of receiving the ticket

End-User Support & Standard Request Fulfillment

• Resolve common identity and access issues (password resets, account unlocks, MFA assistance).
• Perform workstation troubleshooting (Wi‑Fi, printers, peripherals, audio/video).
• Answer “how do I” questions for standard business applications (email, collaboration tools).
• Troubleshoot basic SaaS access issues (licensing, group membership, SSO at a basic level).
• Install standard software from approved catalogs and follow documented deployment procedures.
• Provide basic mobile device assistance (MAM enrollment, email setup, etc...) where applicable.
• Support onboarding/offboarding by executing checklist items and routing equipment requests as needed.
• Fulfill access requests via documented procedures (e.g., group adds, shared mailbox access request submissions).

Tier 2 Systems Administration & Ecosystem Management

• Administer and troubleshoot Microsoft 365 (including Entra ID/Azure AD, Exchange, Teams, and SharePoint) and Google Workspace environments.
• Investigate and remediate escalated issues requiring deeper root-cause analysis across identity, email, collaboration, and endpoint services.
• Execute security and platform maintenance tasks (patching, configuration hygiene, and standardized changes) aligned to client requirements.
• Coordinate with Tier 3 or vendors as needed to resolve complex incidents and implement durable fixes.

Automation & Scripting

• Develop and maintain PowerShell scripts to streamline repetitive administrative tasks and improve consistency.
• Build and manage Power Automate workflows to reduce manual effort and improve service delivery.
• Document automation workflows and operational runbooks; ensure safe change control and rollback plans.

Web/PC Security (Client Sites)

• Manage WordPress security patches, plugin updates, and general site maintenance (where applicable).
• Manage monthly Endpoint checks to ensure patches and PC’s are optimally running with security software and are up to date

Documentation, Knowledge Management, and Continuous Improvement

• Leverage existing knowledge-base articles to resolve issues efficiently and consistently.
• Create and update KB articles based on repeated issues and newly documented procedures.
• Identify recurring problems and recommend preventative improvements (automation, standardization, training, or tooling).

Escalation & Coordination

• Escalate incidents or non-standard requests to Tier 3/engineering with clear problem statements and business impact.
• Include troubleshooting already performed, relevant logs/screenshots, impact/urgency, and user contact details.
• Track escalations through to resolution and keep users informed throughout the lifecycle.

Scope Boundaries (Typically Out of Scope for Tier 1; Tier 2 Triage/Coordinate)

Some work may require Tier 3/engineering involvement. This role may assist with triage, gathering diagnostics, and coordinating resolution but does not generally own the following workstreams without documented runbooks:

• Server/network changes and advanced routing/VLAN/firewall work.
• Complex application debugging or code-level issues.
• Security incident response (Tier 2 may identify indicators and escalate).
• Deep endpoint management packaging/scripting beyond established standards.
• Complex identity and access management changes beyond documented procedures.

Requirements

• Strong proficiency in administering Microsoft 365 (M365/Azure/Entra) and Google Workspace environments.
• Proven experience with PowerShell scripting and Power Automate workflow development/maintenance.
• Experience working in a multi-client environment (MSP background strongly preferred).
• Excellent troubleshooting and communication skills; customer-first approach to support.
• Ability to utilize search engines, AI, and other tools to research issues and come up with a plan before escalation to Tier 3
• Ability to document procedures clearly and contribute to a maintainable knowledge base.

Preferred / Bonus

• Experience with WordPress security hardening and maintenance.
• Familiarity with endpoint management tools and standardized software deployment practices.
• Understanding basic security principles (least privilege, MFA, patch management, phishing awareness).

Side Note

• This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.

Reminder

• Please follow the provided link to BruntWork’s Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions with all requirements fulfilled will receive priority review.