IT Support Specialist II: Multi-Platform Escalation
SHINE Technologies, LLC
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Job summary
SHINE Technologies, LLC in Wisconsin seeks an IT Support Specialist II to provide advanced technical support to internal customers, act as escalation point for tier 1, and own incidents through resolution across Windows, macOS, and Linux.
You will improve end-user reliability, document issues clearly, and collaborate with security and network teams on escalations. The role requires 3–5 years in customer-facing IT support and strong communication.
Qualifications
- 3–5 years in a customer-facing IT support role, including tier 2/escalation support.
- Strong troubleshooting and analytical skills to resolve complex technical issues.
- Excellent written and verbal communication; able to work independently.
- Experience with Windows 10/11; basic to intermediate Linux support.
- Proficiency with Microsoft 365 and remote support tools.
Responsibilities
- Serve as escalation point for tier 1 support and resolve complex issues.
- Provide advanced troubleshooting for Windows, macOS, and Linux.
- Take ownership of incidents through resolution with clear user communication.
- Monitor and manage help desk tickets per priority and SLAs.
- Assist with provisioning, configuration, deployment of end-user devices.
- Contribute to knowledge base articles and support documentation.
Skills
Tools
Job description
SHINE Technologies, LLC in Wisconsin seeks an IT Support Specialist II to provide advanced technical support to internal customers, act as escalation point for tier 1, and own incidents through resolution across Windows, macOS, and Linux.
You will improve end-user reliability, document issues clearly, and collaborate with security and network teams on escalations. The role requires 3–5 years in customer-facing IT support and strong communication.
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