Onsite IT Support Specialist, Tier 2 – Hybrid Travel

Kraken Robotics

Houston (TX)

On-site

USD 60,000 - 90,000

Full time

14 days+

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Job summary

Kraken Robotics is seeking an IT Support Specialist, Tier 2 for its Houston, TX office. You will be the primary onsite IT resource, handling end-user support, escalation for complex issues, and junior systems administration tasks across Windows, Microsoft 365, and network services.

The role requires strong customer service, problem-solving, and documentation skills, with periodic travel to regional offices and collaboration with IT teams and vendors to maintain high service quality.

Qualifications

Post-secondary education in Information Technology, Computer Science, or a related discipline, or an equivalent combination of education, certifications, and practical experience.
4+ years of progressive IT support, service desk, desktop support, or systems administration experience, including Tier 2/3.
Experience serving as an escalation resource and working independently onsite.
Experience supporting users, systems, and services across multiple offices or locations is preferred.

Responsibilities

Serve as the first point of contact for onsite and remote users, through ticketing, email, phone, chat, and walk-up channels.
Own incidents and service requests from intake through resolution, including triage, prioritization, troubleshooting, user communication, escalation, and closure.
Diagnose and resolve issues involving laptops, desktops, mobile devices, printers, OS, business apps, Microsoft 365, VPN, Wi-Fi, and connectivity.
Complete routine requests such as password and MFA support, software install, device setup, access changes, and onboarding/offboarding.
Provide clear updates and ensure service restored before closing requests.