Tech Support Engineer II - Windows, AD & M365

Specialized Education Services, Inc.; Washington (District of Columbia); On-site; USD 70,000 - 85,000; Full time

Job summary

CharacterStrong, a FullBloom Company, is seeking a Technical Support Specialist (L2) to provide advanced technical support to customers, troubleshoot escalated issues, and collaborate with Product Management and Engineering to improve service quality. The role is customer-facing and includes managing customer support inboxes and handling inbound calls.

The position requires strong troubleshooting across Windows, macOS, and Microsoft 365, plus Active Directory and IAM experience; excellent

Qualifications

• 3-4 years of experience in a technical support or helpdesk environment.
• Strong knowledge of Windows and macOS operating systems.
• Proficiency with Microsoft 365, Teams, OneDrive, Outlook.
• Experience with Active Directory and identity provisioning.
• Solid IT security best practices and endpoint protection.
• Excellent analytical and problem-solving skills.
• Strong verbal and written communication abilities.
• Ability to work independently in a fast-paced environment.

Responsibilities

• Troubleshoot and resolve advanced technical issues related to operating systems and user accounts.
• Support enterprise apps like Microsoft 365 and collaboration tools.
• Administer Active Directory, Group Policy, and identity tools.
• Assist with network connectivity, including VPN and Wi‑Fi.
• Document troubleshooting steps, resolutions, and knowledge-base articles.
• Monitor and triage customer support inboxes and calls.
• Collaborate with Product Management, Engineering, and Infrastructure teams.
• Mentor Level 1 Support Specialists with guidance and knowledge sharing.
• Participate in on‑call rotations or after‑hours support as required.
• Uphold a customer-first mindset with accuracy and depth.

Skills

Technical support experience

Windows

macOS

Microsoft 365

Active Directory

Networking basics

Security best practices

Communication skills

Tools

Active Directory

VPN

Job description

CharacterStrong, a FullBloom Company, is seeking a Technical Support Specialist (L2) to provide advanced technical support to customers, troubleshoot escalated issues, and collaborate with Product Management and Engineering to improve service quality. The role is customer-facing and includes managing customer support inboxes and handling inbound calls.

The position requires strong troubleshooting across Windows, macOS, and Microsoft 365, plus Active Directory and IAM experience; excellent