Technical Support Specialist

Robert Half Technology is partnering with a growing global technology and managed services organization to hire a Technical Support Specialist for a dedicated client environment in Ladera Ranch. This is an excellent opportunity for an experienced Tier II IT support professional who enjoys working directly with end users, resolving escalated technical issues, and supporting a diverse environment that includes Windows PCs, Apple Mac devices, Microsoft technologies, and Android and iOS mobile devices. Responsibilities Serve as the Tier II escalation point for technical issues that cannot be resolved by the Tier I Service Desk. Provide professional, timely, and customer-focused onsite IT support. Troubleshoot hardware, software, connectivity, account access, and end-user technology issues. Support Windows PCs, Apple Mac devices, Android devices, iPhones, and iPads. Administer and support Microsoft 365, Office 365, Outlook, Teams, OneDrive, Exchange, and Azure-related services. Create, modify, and disable user accounts through Active Directory and Microsoft Entra ID. Assist with new-hire onboarding, workstation deployments, hardware configurations, and user terminations. Troubleshoot LAN, WAN, Wi-Fi, VPN, DNS, DHCP, TCP/IP, and general network connectivity issues. Support printers, conference room technology, VoIP systems, mobile devices, and related peripherals. Review, prioritize, document, and resolve requests through the company’s ticketing system. Escalate infrastructure, network, security, and application issues to the appropriate technical teams. Monitor open tickets and incidents to ensure service-level expectations are met. Assist with Microsoft 365, endpoint, backup, remote-access, and user-management solutions. Create and improve technical documentation, knowledge-base articles, and standard operating procedures. Identify opportunities to improve service-desk workflows and technical support processes. Provide guidance and mentorship to Tier I Service Desk analysts. Maintain confidentiality and follow all company and client security policies. Participate in occasional urgent or after-hours support when required. Qualifications At least two years of professional IT support, desktop support, help desk, or service desk experience. Experience serving as a Tier II or Level II escalation resource is strongly preferred. Strong knowledge of Microsoft 365, Office 365, Microsoft Office, and Windows 10/11. Experience with Active Directory, Microsoft Entra ID, account provisioning, permissions, and password administration. Familiarity with Microsoft Azure and cloud-based business environments. Experience using a ticketing or IT service-management platform such as ServiceNow, ConnectWise, Autotask, HaloPSA, Freshservice, Zendesk, Jira Service Management, ManageEngine, or a comparable system. Experience supporting Apple Mac devices is preferred, but candidates with a willingness to learn will be considered. Familiarity with Android and iOS mobile-device support. Foundational knowledge of networking concepts, including DNS, DHCP, TCP/IP, VPN, LAN, WAN, and Wi-Fi. Strong troubleshooting, prioritization, and problem-solving abilities. Excellent written and verbal communication skills. Strong customer-service orientation and professional interpersonal skills. Ability to work independently in an environment with limited existing documentation or formal SOPs. Ability to manage multiple tickets, incidents, priorities, and user requests simultaneously. Education and Certifications Bachelor’s degree in information technology, computer science, or a related technical discipline is preferred. An associate degree, technical diploma, college certificate, or equivalent professional experience will also be considered. Microsoft certifications are strongly preferred, including: Microsoft 365 Fundamentals – MS-900 Azure Fundamentals – AZ-900 Endpoint Administrator Associate – MD-102 Azure Administrator Associate – AZ-104 Microsoft 365 Administrator Expert ITIL Foundation certification is a plus. Fortinet certifications are a plus. Compensation and Work Environment The expected salary range for this position is $70,000–$80,000 annually , depending on experience, education, certifications, and technical background. The position is also eligible for an annual discretionary bonus, which will be prorated based on the employee’s start date. This is a 100% onsite position in Ladera Ranch, California . The selected candidate will provide dedicated day-to-day IT support within the client’s office while remaining part of the managed services organization. Apply Today!