IT Network Support Level 2 Specialist

Platinum Global Talent Solutions Ltd.; Newark (NJ); On-site; USD 90,000 - 130,000; Full time

Job summary

Platinum Global Talent Solutions Ltd. seeks an IT Network Support Level 2 Specialist to join a fast-paced, multi-office team supporting ~400 users in NY/NJ. You will lead advanced end-user support, MS 365 administration, Intune management, and network operations for the Hudson Tunnel Project.

The role emphasizes cybersecurity, endpoint management, and collaboration with vendors, delivering reliable, secure IT infrastructure in a modern, cloud-first environment.

Qualifications

• 6-8+ years of progressive IT support, systems administration, or related technical experience.
• Experience supporting medium-to-large enterprise environments.
• Experience serving as an escalation point for advanced technical issues.

Responsibilities

• Serve as the primary escalation point for incidents unresolved by Level 1 personnel.
• Administer Microsoft 365 services including Exchange Online, Teams, SharePoint Online, OneDrive, and Entra ID.
• Manage user provisioning, licensing, and permissions.
• Administer Intune and endpoint management platforms.
• Provide operational support for Cisco Meraki infrastructure and network services.
• Support cybersecurity initiatives with Defender, Sentinel, and EDR tooling.

Skills

End-user support

Escalation management

Customer service

Communication

Tools

Microsoft 365

Microsoft Intune

Microsoft Entra ID

Exchange Online

Teams

SharePoint Online

OneDrive

Cisco Meraki

Defender

Sentinel

EDR tools

NinjaOne

Job description

About the Company & Role

Our client is a leading global consultancy renowned for delivering high-profile, complex, iconic, large-scale capital projects.

We're looking for a dynamic and motivated IT Network Support Level 2 Specialist to join our growing team. In a full-time, permanent role, you will initially be working on the Hudson Tunnel Project. If you're excited to build real‑world experience in a modern, cloud‑first environment, this role gives you the foundation to grow fast. You'll serve as a senior technical resource responsible for advanced end-user support, systems administration, endpoint management, network operations, cybersecurity support, and infrastructure project delivery. This position provides technical leadership within the IT support organization and serves as the primary escalation point for complex issues that cannot be resolved by Tier 1 support personnel.

This role supports a fast‑paced, multi‑office environment with approximately 400 users across New York and New Jersey locations. The successful candidate will be expected to provide exceptional customer service while maintaining the reliability, security, and performance of the organization's technology infrastructure. The position requires significant hands‑on involvement with Microsoft 365, Microsoft Intune, Cisco Meraki networking, cybersecurity tools, endpoint management, and vendor coordination. Responsibilities align with the support model described in IT staffing, Network Manager, and infrastructure transition discussions.

The busiest rail connection between New York, New Jersey, and the Northeast Corridor, the Hudson Tunnel Project will improve capacity, reliability, and resiliency of commuter and intercity rail transit serving 800,000 daily passengers from Washington, D.C. to New York and New England. This is a milestone project that is slated to receive nearly $12 billion in federal funding, the largest investment in a mass transit project in modern history.

This is a great opportunity for someone who enjoys solving problems, helping people, and developing strong technical skills in a supportive, team‑oriented environment.

What You'll Do:

Advanced Technical Support & Escalation Management

• Serve as the primary escalation point for incidents unresolved by Level 1 personnel.
• Perform advanced troubleshooting of Windows 11 workstations, laptops, mobile devices, printers, peripherals, docking stations, and collaboration technologies.
• Troubleshoot Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint Online, and Exchange Online.
• Support conference room technology, Teams Rooms, audiovisual systems, and executive meeting environments.
• Provide white‑glove support to executive leadership and VIP users.
• Analyze recurring issues and implement permanent corrective actions.
• Maintain ownership of incidents through resolution while ensuring effective stakeholder communication.

Microsoft 365 & Systems Administration

• Administer Microsoft 365 services including:
  • Exchange Online
  • Microsoft Teams
  • SharePoint Online
  • OneDrive
  • Microsoft Entra ID
• Manage user provisioning, deprovisioning, licensing, and permissions.
• Configure and maintain security groups, distribution lists, shared mailboxes, and collaboration sites.
• Support identity management, multifactor authentication (MFA), Conditional Access policies, and account security initiatives.
• Assist with tenant administration and implementation of Microsoft best practices.
• Participate in Microsoft 365 migrations, upgrades, and rollout activities.

Endpoint Management & Device Administration

• Administer Microsoft Intune and endpoint management platforms.
• Deploy and maintain:
  • Device compliance policies
  • Configuration profiles
  • Application deployment packages
  • Security baselines
  • Mobile device management (MDM) policies
• Manage Windows Autopilot deployments and device onboarding processes.
• Support Apple Business Manager and iOS device enrollment.
• Coordinate lifecycle management of desktops, laptops, mobile devices, and peripheral equipment.
• Perform software packaging, deployment, patching, and update management.

Network Operations & Infrastructure Support

• Provide operational support for Cisco Meraki infrastructure, including:
  • Switches
  • Wireless access points
  • Security appliances
  • VPN connectivity
• Troubleshoot user connectivity, network performance, and infrastructure‑related incidents.
• Support office relocations, network hardware deployments, and technology refresh projects.
• Monitor network alerts and performance indicators and elevate issues appropriately.
• Assist in maintaining network documentation and topology diagrams.
• Coordinate with network engineers, vendors, and service providers during maintenance and outage events. Responsibilities aligned with network support and infrastructure activities identified in staffing and infrastructure planning discussions.

Cybersecurity Operations Support

• Support cybersecurity initiatives and operational security programs.
• Assist with administration and monitoring of:
  • Microsoft Defender
  • Microsoft Sentinel
  • Endpoint Detection & Response (EDR) tools
  • Vulnerability management platforms
  • Security monitoring solutions
• Coordinate activities with Security Operations Centers (SOC) and managed security service providers.
• Participate in security investigations and incident response activities.
• Review security alerts and elevate threats according to established procedures.
• Assist with remediation of vulnerabilities and implementation of security recommendations.
• Support enforcement of corporate security policies and compliance requirements.

Operational Support & Service Delivery

• Provide support coverage across multiple office locations.
• Participate in onboarding and offboarding activities.
• Configure workstations, user accounts, and technology resources for new employees.
• Maintain inventory management and asset tracking processes.
• Ensure timely resolution of support tickets in accordance with established service levels.
• Coordinate with third‑party vendors and managed service providers.
• Participate in after‑hours maintenance and support activities when required.

Documentation & Continuous Improvement

• Develop and maintain:
  • Standard Operating Procedures (SOPs)
  • Knowledge Based articles
  • Technical runbooks
  • Infrastructure documentation
  • Asset inventories
• Identify opportunities for automation and process improvement.
• Recommend technologies and solutions that improve operational efficiency.
• Contribute to IT policies, standards, and support processes.

Leadership & Mentorship

• Provide technical guidance for Level 1 support personnel.
• Assist with training, knowledge transfer, and skill development activities.
• Review escalated tickets and provide coaching on troubleshooting methodologies.
• Promote a culture of continuous learning and customer service excellence.
• Serve as a technical lead on assigned projects and initiatives.

What You Bring:

Experience

• 6-8+ years of progressive IT support, systems administration, infrastructure support, or related technical experience.
• Demonstrated experience supporting medium-to-large enterprise environments.
• Experience serving as an escalation point for advanced technical issues.

Technical Skills

• Strong Microsoft 365 administration experience.
• Advanced knowledge of:
  • Windows 11
  • Microsoft Intune
  • Microsoft Entra ID
  • Exchange Online
  • Microsoft Teams
  • SharePoint Online
• Experience supporting Cisco Meraki environments.
• Experience with endpoint security, patch management, and vulnerability remediation.
• Familiarity with cloud‑first technology environments.
• Experience using NinjaOne service management and ticketing platform.

Preferred Qualifications

• Microsoft Certified: Endpoint Administrator Associate
• Microsoft Certified: Administrator Associate certifications
• Cisco Meraki certifications
• CompTIA Network+
• CompTIA Security+
• ITIL Foundation certification
• Experience supporting cybersecurity operations programs
• Experience working within regulated or compliance‑focused environments

Attributes We Value:

• Customer Focus: Demonstrates professionalism, responsiveness, and commitment to exceptional customer service.
• Ownership: Take accountability for issues and follow them through to resolution.
• Initiative: Identifies opportunities for improvement and proactively implement solutions.
• Problem Solving: Applies structured analytical thinking to diagnose and resolve complex technical challenges.
• Communication: Effectively communicates technical information to both technical and non‑technical audiences.
• Collaboration: Works effectively with infrastructure teams, security teams, vendors, and business stakeholders.
• Continuous Learning: Maintains awareness of emerging technologies, industry trends, cybersecurity threats, and best practices.

Who You Are

• Proactive: You take initiative and look for ways to help.
• Growth‑oriented: You're excited to learn and expand your technical skills.
• Accountable: You take ownership and follow through with care.
• Team‑First: You collaborate naturally and support colleagues at all levels.

Why Join Us

You'll join a team that values learning, mentorship, and collaboration. This role gives you the chance to work with modern tools, build foundational IT skills, and contribute to meaningful projects. You'll be supported by experienced professionals who want to see you grow — and you'll have the opportunity to make a real impact early in your career. If you're eager to learn and ready to take the next step, we'd love to connect.

Platinum Global Talent Solutions is committed to providing equal employment opportunities to all qualified individuals. We refer candidates based on their qualifications and experience, without regard to race, color, religion, national origin, sex, age, disability, veteran status, or any other legally protected status.