- Location: Mario Julia Industrial Park, San Juan, 00920
- Employment Type: Full‑Time/Non-Exempt/ On-Site
- Work shift - Monday to Friday from 8:30am to 5:30pm, 8-hour shift, possible overtime as needed, On Call / Weekends as needed
- Category: Level 2
- Salary Range: $ 55,000 - $65,000, commensurate with experience, certifications, and technical specialization. Compensation is aligned with Puerto Rico market benchmarks and applicable labor regulations.
- Benefits: Paid Vacations & Sick Leave /Medical Insurance: Individual coverage 100% / Professional Development Opportunities / Referral program.
Role Summary
The Level 2 IT Support Specialist manages and supports Microsoft 365 environments, including user administration, device management, and tenant configuration across Exchange Online, SharePoint, OneDrive, Teams, and Intune. This role delivers advanced technical support by troubleshooting issues related to email, identity, access, collaboration services and endpoint issues ensuring timely resolution of escalated incidents in alignment with SLA requirements.
The position also supports security and compliance initiatives, including Conditional Access, MFA, device security policies, Microsoft Defender, and basic data protection practices such as DLP and information governance. It contributes to secure collaboration by managing access controls, data protection in SharePoint and OneDrive, and supporting modern workplace security aligned with Zero Trust principles. Additionally, the role is exposed to Microsoft 365 AI capabilities such as Copilot, requiring awareness of secure data usage and governance. It supports remote work scenarios by enabling secure device access and policy enforcement across distributed environments.
The role involves precise documentation, effective communication with clients, and teamwork with technical staff, all within a fast-paced managed service provider setting. You'll work with various client infrastructures, use tools like Microsoft 365 and Intune, engage with security technologies, and have continuous chances for training, advancing your career, and participating in real-world cloud and IT projects.
Requirements
· Associate’s degree in Computer Science or related field; or equivalent experience.
· 2-5 years of experience in IT support or related roles.
· Availability to be on‑call and work flexible schedules, including weekends as needed.
· Bilingual proficiency in Spanish and English.
· Excellent verbal and written communication skills (both languages).
· Valid driver’s license and reliable personal vehicle.
· Willingness to perform fieldwork and travel to client sites as needed.
· Strong sense of responsibility and work ethic.
· Ability to work in a ticket-driven environment; work under pressure and manage multiple priorities.
· Ability to listen, understand, and guide users through outcomes.
· Ability to work collaboratively in a team environment.
· Strong problem-solving and troubleshooting skills; analytical thinking and attention to detail.
· Strong customer service mindset and focus on user satisfaction.
· Positive attitude and willingness to learn new tools and processes.
· Demonstrated interest in emerging technologies and professional growth in IT.
Technical Requirements
- Microsoft 365 Administrator and Azure:
* Proficient managing Email services (Exchange Online / Outlook)
*Proficient administering Collaboration platforms (Teams, SharePoint, OneDrive)
* Knowledge of Microsoft security policies, monitoring and controls for Office365 and Cloud Apps. (Entra ID - Access and Management Controls. Purview - data governance, protection, and compliance. Defender - Identities, devices, email, applications, and cloud workloads).
* Understanding Microsoft Purview, such as the principles of data classification and sensitivity labels, Data Loss Prevention (DLP) basics, and policies related to data lifecycle and retention.
* Experience with compliance principles and data visibility strategies
* Experience managing Microsoft 365 and AZURE (Exchange, SharePoint, Intune, Teams, VM, SaaS, IaaS and others).
- Basic knowledge of Windows Server (remote access and general concepts) and Server virtualization (Hyper-V, VMware)
- Proficient in Windows 10 and Windows 11, with specialized experience in troubleshooting Microsoft 365, Intune, and Defender for Endpoint.
- Proficient managing Active Directory; User and license administration.
- Knowledge of directory synchronization (AD Connect or Cloud Sync).
- Experience in hybrid environments (on-prem + cloud).
- Networking knowledge: TCP/IP, DNS, DHCP, VLANs, VPN.
- Fundamental knowledge of firewalls and networking equipment, including Cisco, Fortinet, WatchGuard, Ubiquiti, and similar technologies.
- Experience using ITSM tools (Autotask, ServiceDesk, Jira, etc.).
- Fundamental knowledge of EDR and XDR principles
- Familiarity with AI platforms, including Microsoft Copilot, ChatGPT, and Claude.
- Familiarity with Microsoft Graph fundamentals
- Prior experience or familiarity with the following is considered advantageous: managing tickets and supporting multiple clients within MSP environments, as well as participating in Microsoft 365 migration or implementation projects.
Primary Responsibilities
1. Oversee and maintain Microsoft 365 environments, ensuring proper administration and technical support.
2. Configure and manage users, permissions, and tenant settings.
3. Provide Support to users for Microsoft 365 Apps (Word, Excel, PowerPoint, Outlook, OneNote)
4. Manage and configure user devices utilizing Microsoft Intune.
5. Troubleshooting common Microsoft 365 issues across services.
6. Setting up and provide assistance for end-user devices.
7. Troubleshoot issues related to email, identity, access, and collaboration tools.
8. Provide Level 2 support for escalated incidents from multiple clients using the ticketing system.
9. Log and document work performed clearly on each support ticket.
10. Provide users with detailed, step-by-step guidance for troubleshooting procedures, ensuring clarity and maintaining a professional standard throughout.
11. Assists with security and compliance efforts, including Conditional Access, multifactor authentication (MFA), device security policies, Microsoft Defender, and foundational data protection methods like DLP and information governance.
12. Escalate complex or unresolved incidents, ensuring all information is complete and accurate to comply with SLAs.
13. Monitor and follow up on open tickets to ensure timely resolution.
14. Maintain clear, professional, and customer-focused communication with clients at all times.
15. Collaborate with team members to resolve issues and improve support processes.
16. Continue developing technical skills while working with support tools, systems, and technologies.
17. Attend technical meetings and join client calls as needed.
We are an equal opportunity employer and comply with all applicable Puerto Rico and U.S. federal employment laws, including laws prohibiting discrimination based on protected characteristics.
Pay: $55,000.00 - $65,000.00 per year
Work Location: In person
