About the Role
Piccone IT Consulting is looking for a hands-on IT Support Specialist II to support and maintain the technology environments of our growing client base. This is an on-site, hands-on technical role based out of our Shrewsbury, PA office, with regular travel to local client sites: you'll resolve escalated support tickets, help administer and maintain client infrastructure (servers, networks, cloud, endpoints), and assist on technology projects and migrations under the guidance of our senior team.
You'll be the escalation point for our Tier 1 team and a trusted technical contact for clients. Success in this role means quickly diagnosing common-to-complex issues, communicating clearly with non-technical users, and keeping environments secure, stable, and well-documented.
This is a great fit for someone with a solid support foundation who wants to deepen their systems and cloud skills — with real room to grow toward senior administrator and engineer roles as you take on more.
Key Responsibilities
Support & Escalation
- Serve as the Tier 2 escalation point for tickets that exceed Tier 1 scope, troubleshooting hardware, software, network, and cloud issues to resolution.
- Respond to and resolve service requests and incidents within defined SLAs, keeping ticket documentation accurate and current in the PSA/ticketing system.
- Provide on-site and remote support from our Shrewsbury office and at client locations across the region.
- Mentor and assist Tier 1 technicians, sharing knowledge and helping them grow.
- Participate in the on-call rotation, providing after-hours support coverage on a scheduled basis.
Systems & Cloud Administration
- Perform day-to-day Microsoft 365 and Entra ID (Azure AD) administration: user/license management, mailboxes, security groups, MFA, and SharePoint/Teams/OneDrive support.
- Help manage and maintain Windows Server environments, Active Directory, Group Policy, DNS, DHCP, and file/print services.
- Handle endpoint management, patching, and antivirus/EDR through RMM tooling; monitor alerts and respond proactively.
- Support and verify backup and disaster recovery solutions; participate in restore testing.
Networking & Security
- Configure and troubleshoot firewalls, switches, wireless, VPNs, and basic routing across client sites.
- Apply security best practices and help clients meet baseline compliance requirements (e.g., MFA enforcement, patching, access reviews).
- Identify and escalate security concerns; assist with incident response as needed.
Projects & Growth
- Assist senior staff on client projects such as Microsoft 365 onboarding, server upgrades, new-site deployments, and cloud migrations — gaining hands-on exposure to engineering work.
- Document network diagrams, standard operating procedures, and client environment details.
- Suggest improvements to client environments and internal processes.