Information Technology Support Technician

**Position Overview**

Mid-level L2 IT Support Engineer role focused on escalated troubleshooting, with strong expertise in networking (including firewalls and switches) and Mac laptop (macOS) support. Suited for experienced professionals handling complex infrastructure issues.

**Key Responsibilities**

- Resolve escalated L1 tickets with advanced diagnostics and root-cause analysis.

- Advanced Mac laptop support: macOS reinstalls, recovery, Terminal scripting, MDM (JAMF), hardware diagnostics, and permissions/file system issues.

- Intermediate/advanced networking: VLANs, routing/switching, packet analysis (Wireshark), VPN/IPsec, DNS/DHCP.

- Configure and troubleshoot firewalls rules, NAT, VPN tunnels, logging.

- Manage and troubleshoot switches port configuration, PoE, spanning tree, trunking, diagnostics.

- Support network devices, wireless access points, and basic security implementations.

- Assist with admin tasks: Active Directory, Microsoft 365/Entra ID,

- Document solutions, and mentor L1 staff.

**Required Skills & Experience**

- 3+ years of IT support experience, with at least 2 years in L2/network-focused roles.

- Proven hands-on experience with firewalls (configuration, rule management, troubleshooting).

- Proven hands-on experience with managed switches (CLI/GUI configuration, port-level troubleshooting).

- Strong macOS expertise on Mac laptops (system recovery, profiling, Terminal proficiency).

- Solid networking foundation: TCP/IP, subnetting, OSI model, tools (ping, traceroute, Wireshark).

- Experience with enterprise tools: JAMF Pro/MDM, ticketing systems , remote support.

- Excellent analytical and communication skills.