IT Support Technician II – Escalations & Standards

JMS Talent Partners; Buffalo (NY); On-site; USD 60,000 - 90,000; Full time

Job summary

JMS Talent Partners seeks an experienced Level 2 Technician to bridge frontline support and higher-level resources. You will resolve escalated issues, document resolutions, and reinforce CTS standards while ensuring a consistent, high-quality service delivery across Managed Services.

You will support Microsoft 365, modern IT, legacy systems, networking, and cybersecurity, contributing to improved documentation and training to prevent recurring problems and enhance customer experience.

Qualifications

• Experience resolving advanced and escalated technical issues.
• Knowledge of Microsoft 365 identity, access, and sign-in impacts.
• Ability to document resolutions and update SOPs to improve service consistency.

Responsibilities

• Resolve advanced and escalated technical issues within scope.
• Troubleshoot across users, workstations, Microsoft 365, networking, and customer environments.
• Own tickets through resolution or proper escalation with clear notes.

Skills

Microsoft 365

Modern Cloud & Endpoint Management

Legacy Infrastructure

Networking

Cybersecurity

Documentation & Escalation Quality

Customer & Team Communication

Tools

ConnectWise Manage

IT Glue

Job description

JMS Talent Partners seeks an experienced Level 2 Technician to bridge frontline support and higher-level resources. You will resolve escalated issues, document resolutions, and reinforce CTS standards while ensuring a consistent, high-quality service delivery across Managed Services.

You will support Microsoft 365, modern IT, legacy systems, networking, and cybersecurity, contributing to improved documentation and training to prevent recurring problems and enhance customer experience.