IS Product Support Specialist II
Russell A. Farrow Limited
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Job summary
Russell A. Farrow Limited seeks an IS/Product Support Specialist II to provide Level 1–2 support for internal systems and business apps, ensuring reliable access and user experience. The role covers troubleshooting, onboarding, access management, and supporting release management in a mixed Windows/Linux environment.
The position emphasizes scripting for automation, operational improvements, and clear incident documentation, with collaboration across internal teams and vendors to resolve issues.
Qualifications
- Minimum 5 years of experience in Helpdesk, IT Support, IT Operations, Systems Administration, or a similar role.
- Diploma or degree in Information Technology, Computer Systems, Computer Science, or a related field, or equivalent practical experience.
- Experience supporting Microsoft 365 or similar enterprise productivity tools.
- Familiarity with Windows and Linux environments.
Responsibilities
- Provide Level 1 and Level 2 technical support for internal users.
- Troubleshoot issues related to business applications, user accounts, authentication, Microsoft 365, VPN, and Linux/Windows environments.
- Investigate incidents and service requests and escalate complex issues as needed.
- Assist with Linux system administration, monitoring, and basic maintenance.
- Support user onboarding/offboarding and access management.
- Create and maintain basic support documentation and knowledge-base articles.
- Communicate effectively with both technical and non-technical users.
- Identify opportunities to automate routine tasks using scripting.
Skills
Education
Tools
Job description
The IS/Product Support Specialist II provides Level 1 and Level 2 support for internal information systems and business applications, ensuring reliable access, performance, and user experience. The role is responsible for troubleshooting application, access, authentication, Microsoft 365, VPN, and system-related issues; supporting user onboarding and access management; maintaining support documentation; and collaborating with internal teams and vendors to resolve incidents and service requests as well as supporting all release management activities.
In addition, the position supports day-to-day operations through basic windows and Linux administration, system monitoring, operational maintenance, and process improvement initiatives. The incumbent assists with user and permission management, investigates operational alerts and application issues, and identifies opportunities to automate routine administrative tasks using scripting tools where appropriate. This role is ideal for an experienced support professional with a strong operational mindset who is comfortable working in both Microsoft o365 and Linux environments and interested in developing their technical and automation skills.
- Provide Level 1 and Level 2 technical support for internal users.
- Troubleshoot issues related to:
- Business applications
- User accounts and permissions
- Authentication and access
- Microsoft 365
- VPN and remote access
- Linux and Windows environments
- General system and connectivity issues
- Investigate incidents and service requests and elevate more complex issues when required.
- Support user onboarding, offboarding, and internal role changes.
- Maintain clear records of incidents, requests, resolutions, and recurring issues.
- Create and maintain basic support documentation and knowledge-base articles.
- Communicate effectively with both technical and non-technical users.
- Perform basic Linux system administration and troubleshooting.
- Work with Linux command-line tools to investigate system and application issues.
- Review logs, services, system status, disk usage, processes, and other basic system information.
- Assist with user and permission management in Linux environments.
- Strong knowledge of SFTP and secure file transfer practices
- Support routine operational and maintenance activities.
- Escalate infrastructure or application issues when deeper technical expertise is required.
The incumbent is not expected to be a senior Linux administrator but should be comfortable working in a Linux environment and willing to develop their skills.
- Monitor applications, services, scheduled processes, and operational alerts.
- Investigate failed jobs, application errors, service interruptions, and access-related issues.
- Assist with general system administration and operational maintenance.
- Coordinate with internal IT teams, application teams, and external vendors when required.
- Help maintain operational documentation and standard procedures.
- Participate in access management, security, compliance, and audit-related activities where appropriate.
- Identify repetitive support and administrative activities that could be simplified or automated.
- Use basic scripting where appropriate to improve efficiency.
- PowerShell experience or familiarity is considered an asset.
- Assist with automation of tasks such as:
- User administration
- Account provisioning
- Permission management
- Reporting
- Log collection
- System checks
- Routine administrative activities
- Help improve existing support and operational processes.
The incumbent is not expected to be a software developer. The focus is on using scripting and automation to support IT administration and operations.
- Minimum 5 years of experience in Helpdesk, IT Support, IT Operations, Systems Administration, or a similar role.
- Diploma or degree in Information Technology, Computer Systems, Computer Science, or a related field, or equivalent practical experience.
- Experience supporting Microsoft 365 or similar enterprise productivity tools.
- Experience is helpful, but not required, in the following areas:
- Microsoft Entra ID
- Microsoft Azure
- Active Directory
- PowerShell
- Microsoft Intune
- Identity and Access Management
- Microsoft Graph
- REST APIs
- Git or version control
- Monitoring and alerting tools
- Log management
- Cloud platforms
- Security tools
- Virtualization
- Basic scripting or automation
- Strong troubleshooting and problem-solving skills.
- Basic understanding of user accounts, permissions, authentication, and access management.
- Comfortable working with Linux systems and command-line tools.
- Basic understanding of networking concepts such as TCP/IP, DNS, VPNs, and connectivity troubleshooting.
- Ability to review logs and error messages when investigating technical issues.
- Good communication and documentation skills.
- Willingness to learn new technologies and take on additional technical responsibilities.
- Strong Interpersonal skills, able to work independently as well as part of a team, as needed
- Must work under deadlines and related stresses in a timely and efficient manner
- Must be able to professionally handle various personnel and other situations as they arise
- Ability to sit for extended periods of time
- Ability to focus on computer screen for long periods of time
- Must be able to participate in afterhours and holiday support rotation
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