Executive IT Support Specialist II

TenCate Americas; Bay Shore (NY); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid time off

Holidays

401(k)

Job summary

TenCate Grass in Bay Shore, NY is seeking an IT Support Specialist II to bridge front-line support with the IT Infrastructure & Operations team, handling complex escalations and delivering high-touch service to executives and VIP users across the organization.

The role emphasizes escalation management, cross-functional IT coordination, and proactive documentation to support continuous improvement. Travel may be required for cross-site support.

Qualifications

• Associate's or Bachelor's degree in IT or related field or equivalent practical experience.
• CompTIA A+, Network+, or Security+ certification preferred.
• ITIL Foundation certification preferred.
• Microsoft 365, Azure, or cloud-platform certification preferred.

Responsibilities

• Receive, triage, and resolve escalated incidents and service requests beyond first-line support.
• Diagnose complex hardware, software, network, and application issues across on-premises and cloud environments.
• Maintain ownership of escalated tickets through resolution with SLA adherence.
• Provide feedback and coaching to first-line support to reduce escalations.
• Document root-cause findings and resolution steps in the ITSM knowledge base.
• Prepare incident documentation for handoff or escalation with symptoms and diagnostics.

Skills

Executive-level communication

Customer service mindset

Problem solving under pressure

Cross-functional collaboration

Education

Associate's or Bachelor's degree in IT or related field

CompTIA A+, Network+ or Security+ certification preferred

Tools

Microsoft 365 administration

Exchange Online

Teams

SharePoint

Intune

Active Directory / Entra ID

HaloITSM / ServiceNow / Jira Service Management / Freshservice

TCP/IP networking, VPN, wireless troubleshooting

Endpoint-management tools

Job description

TenCate Grass in Bay Shore, NY is seeking an IT Support Specialist II to bridge front-line support with the IT Infrastructure & Operations team, handling complex escalations and delivering high-touch service to executives and VIP users across the organization.

The role emphasizes escalation management, cross-functional IT coordination, and proactive documentation to support continuous improvement. Travel may be required for cross-site support.