L2 IT Heldpesk

Tier 2 IT Support Engineer Position Summary We are seeking a skilled and customer-focused Tier 2 IT Support Engineer to provide remote support for a multi-site healthcare organization operating in a cloud-managed Microsoft environment. The successful candidate will be responsible for end-user support, Microsoft 365 administration, application deployment, RingCentral administration, peripheral troubleshooting, and security alert triage while adhering to HIPAA and security compliance requirements. Key Responsibilities User Administration Perform password resets, MFA resets, account unlocks, and user access management. Manage group memberships and user permissions within Microsoft Entra ID. Support user onboarding and offboarding activities. Assign printers and troubleshoot user access issues. Microsoft Intune Administration Package, deploy, and manage applications using Microsoft Intune. Execute staged application rollouts following established deployment procedures. Perform device synchronization, retirement, and compliance troubleshooting. Support Windows 11 endpoints and mobile device management activities. Microsoft 365 Support Manage Exchange Online shared mailboxes and user mailbox permissions. Troubleshoot scan-to-email functionality. Support Microsoft Defender security alert triage. Monitor and assist with Purview DLP-related alerts as assigned. RingCentral Administration Manage phone system users, extensions, and device configurations. Configure and update IVRs, call routing, and physician on-call schedules. Support BYOD mobile app onboarding. Follow change-management procedures including mandatory pre- and post-change IVR snapshots. Peripheral & Hardware Support Troubleshoot and support: Xerox and Brother printers Fujitsu scanners Ambir scanners Dymo label printers Ingenico payment devices Coordinate vendor escalations when required. Security & Incident Support Conduct first-level security operations triage. Review Defender alerts and validate potential incidents. Re-onboard offline Microsoft Defender agents when required. Escalate security incidents to Tier 3 engineering teams. Ticket Management Accurately document all support activities. Log time and updates in Wrike. Maintain detailed case notes and handover documentation. Adhere to established SLA and escalation procedures. Required Technical Skills Microsoft Technologies Microsoft 365 Administration Microsoft Entra ID (Azure AD) Microsoft Intune Exchange Online Microsoft Defender Microsoft Purview (basic awareness) Windows 11 Administration and Support Communication & Collaboration Tools RingCentral Administration Wrike Ticketing Platform SharePoint Online General IT Support Endpoint troubleshooting Remote support tools Network troubleshooting fundamentals Printer and scanner support Software deployment and patching Hardware diagnostics and vendor coordination Qualifications 3+ years of Tier 2 IT Support experience. Experience supporting Microsoft 365 cloud environments. Hands-on experience with Intune application deployment and endpoint management. Experience administering Exchange Online and Entra ID. Strong troubleshooting and analytical skills. Excellent verbal and written English communication skills. Experience working in a healthcare or highly regulated environment is preferred. Familiarity with HIPAA compliance requirements is preferred. Security & Compliance Requirements Must follow least-privilege access principles. Must use named accounts only. Must comply with HIPAA and organizational security policies. Must adhere to change control processes and approved deployment procedures. Must maintain strict confidentiality of all organizational data and systems. Preferred Certifications Microsoft 365 Certified: Endpoint Administrator Associate Microsoft Certified: Modern Desktop Administrator ITIL Foundation CompTIA Network+ CompTIA Security+ Working Environment Remote support role. Supports approximately 87 Microsoft 365 users across multiple healthcare clinics. Provides support for cloud-managed Windows 11 devices and healthcare-related technology systems. Escalates infrastructure, firewall, VPN, and Azure platform issues to Tier 3 engineering