IT Support Specialist 2.5

About AMEAME is a Managed Service Provider (MSP) focused on delivering excellent client experiences through reliable support, smart processes, and continual improvement. Our OSC Desktop team handles the issues that require deeper troubleshooting, strong judgment, and clear communication—especially when automation can’t fully complete the work.Role SummaryThe IT Support Specialist II plays a vital role in client support and satisfaction at AME. In this role, you’ll provide advanced technical support for complex desktop and application issues, take ownership of escalated tickets, and deliver exceptional customer service. Success requires strong technical expertise, great communication, sound prioritization, and a commitment to learning and improving how we work.What We Offer: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.Key ResponsibilitiesResolve 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 successfullyAdminister 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 administrationTroubleshoot network-related issues (VPN connectivity, DNS/DHCP problems, basic network diagnostics)Implement and support backup/recovery solutions, including file/folder restores from client backup systemsIdentify and respond to security issues (phishing attempts, malware removal, MFA implementation)Manage software installations, deployments, and licensing issuesPerform hardware diagnostics and coordinate replacements or on-site support when neededDocument 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 improvementsMentor Level 1 technicians through shadowing, ticket reviews, and hands-on trainingCollaborate with specialized teams (server, network, security) for escalations and complex issuesParticipate in client onboarding and migration/projects as neededTop 3 PrioritiesResolve tickets requiring human judgmentHandle advanced troubleshooting and nuanced decision-making that automation can’t complete.Create and maintain client-specific SOPsDocument unique client environments and repeatable solutions to improve consistency and support future automation.Deliver personalized support to complex client needsStep in when clients need a human touch, deeper context, or direct communication.

Advanced troubleshooting, DNS, security awareness; experience with Microsoft 365, Active Directory, macOS, Jamf, VPN, backup solutions; strong communication and documentation skills.

Key Responsibilities

• resolving escalated tickets
• administering Microsoft 365
• mentoring Level 1 technicians

Skills & Tools

Microsoft 365, Exchange Online, Microsoft SharePoint, Active Directory, Group Policy, macOS, Jamf, MDM, VPN, DNS, DHCP, Microsoft Azure, Intune, ConnectWise, PowerShell, Citrix, VDI, Android, iOS

Job Details

• Category: Information Technology
• Seniority: Mid Level
• Commitment: Full Time
• Workplace: Remote — United States
• Salary: USD 65,000 – 140,000 / year
• Languages: English

About The AME Group

A managed service provider delivering reliable support and continual improvement. — Industry: Information Technology