Tier 2 IT Support Engineer - Windows & M365

EMR Group USA; Camden (NJ); On-site; USD 62,000 - 69,000; Full time

Job summary

EMR USA Metal Recycling is seeking an experienced IT Service Desk Analyst Tier 2 to provide hands-on technical support for employees across the organization. You will troubleshoot hardware, software, and network issues, manage Windows devices, and support Microsoft 365, Exchange, and AD.

The role requires strong troubleshooting, customer service, and the ability to work independently while collaborating with the IT team. On-site with typical daytime hours; Camden, NJ area.

Qualifications

• 3+ years of desktop/IT support experience.
• Experience providing Tier 2/second-line support.
• Strong Windows desktop troubleshooting skills.
• Experience with Microsoft 365 and Office.
• Experience with Active Directory, including users and groups.
• Experience with Exchange mailbox administration.
• Experience with Intune or another MDM platform.
• Basic TCP/IP, LAN/WAN troubleshooting knowledge.
• Experience with VoIP systems such as Dialpad/3CX.
• Familiarity with IT service management or ticketing systems.
• Strong troubleshooting and communication skills, customer service oriented.

Responsibilities

• Provide Tier 2 technical support for hardware, software, networking, and related issues.
• Own tickets through resolution with timely updates and SLA adherence.
• Diagnose Windows desktop/laptop issues and peripheral devices.
• Image, configure, deploy, and maintain laptops/desktops.
• Install/ configure operating systems and security tools.
• Support Microsoft 365; mailbox administration and access control.
• Perform basic Exchange administration and mailbox provisioning.
• Manage users, groups, and permissions in Active Directory.
• Troubleshoot mobile devices via Intune/MDM and VoIP systems.
• Troubleshoot network connectivity (TCP/IP, LAN/WAN) and document resolutions.
• Escalate appropriately and share knowledge to improve processes.
• Maintain accurate tickets, asset info, and KB materials.
• Periodically visit EMR locations to support service improvement.
• Provide clear communication to non-technical users.

Skills

Tier 2 support

Windows troubleshooting

Microsoft 365

Active Directory

Exchange mailbox admin

Microsoft Intune / MDM

VoIP systems

Network basics TCP/IP

IT service management

Customer service

Tools

Microsoft Intune

Dialpad / VoIP

3CX

IT ticketing system

Job description

EMR USA Metal Recycling is seeking an experienced IT Service Desk Analyst Tier 2 to provide hands-on technical support for employees across the organization. You will troubleshoot hardware, software, and network issues, manage Windows devices, and support Microsoft 365, Exchange, and AD.

The role requires strong troubleshooting, customer service, and the ability to work independently while collaborating with the IT team. On-site with typical daytime hours; Camden, NJ area.