Technical Support Specialist II

MRE Consulting; Houston (TX); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) Retirement Plan

Paid Time Off (PTO)

Company-Paid Holidays

Job summary

MRE Consulting is seeking a Technical Support Specialist II to lead advanced technical support within a fast-paced MSP environment. You will escalate issues, mentor junior technicians, and drive service improvements across endpoint, cloud, and infrastructure systems.

The role requires 3–5 years of IT support experience, strong troubleshooting, and a solid foundation in Microsoft 365, identity management, and security tooling.

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
• 3–5 years of IT support, systems administration, or MSP experience
• Experience working within SLA-driven, ticket-based environments

Responsibilities

• Serve as the primary escalation point for Tier 1 technicians
• Manage and resolve escalated incidents, service requests, and alerts
• Perform advanced troubleshooting and root cause analysis across endpoint, cloud, and infrastructure systems
• Maintain ownership of tickets through resolution, ensuring SLA compliance and clear communication
• Prioritize and manage multiple client issues simultaneously
• Participate in major incident response and service restoration
• Administer and troubleshoot Microsoft 365 & identity management tasks
• Manage user provisioning, licensing, and access requests
• Troubleshoot MFA, Conditional Access, authentication, and email delivery issues
• Support tenant administration and migration activities
• Support Windows 10 and Windows 11 environments
• Manage endpoints using Intune, Group Policy, and RMM tools
• Deploy software, security policies, and configurations
• Troubleshoot performance, OS issues, and application failures
• Monitor patching and endpoint compliance
• Maintain accurate ticket documentation with IT Glue
• Develop SOPs, knowledge base articles, and technical documentation
• Identify recurring issues and recommend improvements
• Contribute to automation and standardization efforts
• Mentor Tier 1 technicians and support skill development
• Assist with onboarding and training initiatives
• Reinforce accountability, consistency, and best practices
• Communicate clearly with end users and stakeholders
• Provide timely updates and resolution summaries
• Provide occasional onsite support as needed
• Participate in on-call rotations and after-hours work
• Support project implementations and technology upgrades

Skills

Windows 10/11

Windows Server

Active Directory

Intune

Group Policy

DNS

DHCP

VPN

LAN/WAN

Endpoint security tools

Backup monitoring

RMM platforms

PSA systems

PowerShell scripting

Microsoft Defender

Education

Bachelor’s degree in IT, Computer Science, or related field

Tools

HaloPSA

Ninja One

Microsoft Intune

Job description

As a Technical Support Specialist II at MRE Consulting, you will provide advanced technical support and operational leadership within a fast-paced Managed Services environment. This role serves as the primary escalation point for Tier 1 technicians and is responsible for resolving complex technical issues, maintaining client infrastructure, and delivering an exceptional client experience.

The ideal candidate demonstrates strong troubleshooting ability, a sense of urgency, accountability for outcomes, and pride in delivering high-quality work. You will escalate issues from identification through resolution, mentor junior technicians, and contribute to continuous service improvement.

Key Responsibilities

Service Desk Operations

• Serve as the primary escalation point for Tier 1 technicians
• Manage and resolve escalated incidents, service requests, and alerts
• Perform advanced troubleshooting and root cause analysis across endpoint, cloud, and infrastructure systems
• Maintain ownership of tickets through resolution, ensuring SLA compliance and clear communication
• Prioritize and manage multiple client issues simultaneously
• Participate in major incident response and service restoration

Microsoft 365 & Identity Management

• Administer and troubleshoot:
• Manage user provisioning, licensing, and access requests
• Troubleshoot MFA, Conditional Access, authentication, and email delivery issues
• Support tenant administration and migration activities
• Support Windows 10 and Windows 11 environments
• Manage endpoints using Intune, Group Policy, and RMM tools
• Deploy software, security policies, and configurations
• Troubleshoot performance, OS issues, and application failures
• Monitor patching and endpoint compliance

Infrastructure & Networking

• Support and troubleshoot:
• Active Directory and Windows Server
• DNS, DHCP, VPN
• LAN/WAN and wireless networking
• Printers and peripherals
• Assist with firewall, switching, and network environments
• Escalate advanced infrastructure issues as needed

Monitoring, Maintenance & Security

• Respond to RMM alerts and monitoring notifications
• Validate backups and escalate failures
• Assist with vulnerability remediation and security initiatives
• Support endpoint protection, Microsoft Defender, and email security tools
• Identify and escalate potential cybersecurity incidents
• Perform routine maintenance to improve system reliability

Documentation & Process Improvement

• Maintain accurate ticket documentation experience with IT Glue
• Develop SOPs, knowledge base articles, and technical documentation
• Identify recurring issues and recommend improvements
• Contribute to automation and standardization efforts

Team Development

• Mentor Tier 1 technicians and support skill development
• Assist with onboarding and training initiatives
• Reinforce accountability, consistency, and best practices

Client Engagement

• Communicate clearly with end users and stakeholders
• Provide timely updates and resolution summaries
• Provide occasional onsite support as needed

Additional Responsibilities

• Participate in on-call rotations and after-hours work
• Support project implementations and technology upgrades

Required Qualifications

Education & Experience

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
• 3–5 years of IT support, systems administration, or MSP experience
• Experience working within SLA-driven, ticket-based environments

Technical Skills

• Windows 10/11 and Windows Server
• Active Directory
• Microsoft Intune and Group Policy
• DNS, DHCP, VPN, LAN/WAN
• Endpoint security tools and backup monitoring
• RMM platforms and PSA systems (HaloPSA, Ninja One preferred)

Operational Skills

• Strong troubleshooting and analytical ability
• Effective prioritization and time management
• Excellent documentation habits and attention to detail
• Strong written and verbal communication
• Ability to explain technical concepts to non-technical users
• Demonstrated ownership and accountability

Preferred Qualifications

• Hands-on experience with Microsoft Azure and cloud environments
• Hands-on experience with Intune deployments
• Familiarity with Cisco, Meraki, Fortinet, or SonicWall
• PowerShell scripting and automation
• MS-900, MD-102)

Core MRE competencies

• Accountability & Ownership – Follows through and resolves issues end-to-end
• Technical Expertise – Troubleshoots across cloud, endpoint, and infrastructure systems
• Urgency & Initiative – Acts quickly to minimize client impact
• Leadership & Mentorship – Develops junior technicians through coaching
• Communication – Clear, professional, and proactive
• Attention to Detail – Accurate documentation and follow-through
• Professional Pride – Delivers high-quality, consistent work

MRE Consulting provides a comprehensive benefits package designed to support your health, financial well-being, and professional growth.

• Medical, Dental, and Vision Insurance
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Life Insurance
• Disability Insurance
• Supplemental Life Insurance Options
• 401(k) Retirement Plan
• Employee Referral Program
• Paid Time Off (PTO)
• Company-Paid Holidays

Professional Development

• Technical Training and Certification Support
• Mentorship from Senior Engineers and Technical Leaders
• Hands-on Experience with Enterprise, Cloud, and Security Technologies
• Collaborative Team Environment
• Company-Sponsored Events and Activities
• Merit-Based Career Advancement
• Access to Modern Tools and Technologies
• Opportunity to Work Alongside Experienced Engineers and Architects

Paid Holidays

MRE observes major U.S. business holidays, including:

• New Year’s Day
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving Day (and the following day)