Tier II IT Support Specialist

At Neostella, our mission is simple: empower legal teams to work smarter, faster, and more reliably. We deliver advanced technology solutions and satellite team support that streamline operations, boost efficiency, and transform the way firms and corporate legal departments work day to day. We’re relentlessly customer-centric. Everything we do is in service of making our clients’ work easier and helping them deliver better experiences to their clients. We’re also a true team: supportive, scrappy, and always in it together. We believe in showing up for one another, rolling up our sleeves, and celebrating the wins. It’s who we are, and it’s how we help our customers succeed. Neostella is in hyper-growth mode, leveraging cutting-edge technology to solve real challenges for our clients. And we’re looking for driven, people-first professionals to help us scale with purpose and heart. As we continue to expand, we are seeking a Tier II IT Support Specialist to join our team!

Why this role matters right now:

Neostella is scaling fast. Our teams are growing, our systems are becoming more complex, and the expectations around uptime, security, and internal efficiency continue to rise. As our technology environment expands, strong second-level IT support is critical to keeping the organization running smoothly.

This role exists because we need someone who can step beyond frontline troubleshooting and take ownership of complex technical issues—bridging the gap between Tier I support and senior engineering. Your work directly impacts employee productivity, system reliability, and the security posture of the entire organization.

What you'll manage:

We need a Tier II IT Support Specialist who can resolve advanced technical issues while ensuring our core IT platforms are properly administered and secured. You’ll manage escalated tickets, oversee user and device management across cloud environments, and enforce security best practices across the company.

Think Google Workspace administration, identity and access management, endpoint protection, onboarding/offboarding workflows, and infrastructure rollouts. You’ll partner with senior IT staff and engineering to ensure systems are stable, secure, and scalable.

This role demands strong technical depth, ownership mentality, and the ability to operate independently. You’ll navigate complex troubleshooting scenarios, improve documentation and processes, and mentor junior support staff—all while maintaining a high standard of service.

What you bring:

We’re looking for someone with strong technical instincts, attention to detail, and a proactive mindset. You don’t just resolve tickets—you identify root causes and look for opportunities to improve systems and workflows.

You’re comfortable explaining complex technical issues to non-technical users, balancing security with usability, and operating in a fast-paced, evolving environment. Most importantly, you take pride in being a dependable technical resource that others trust.

Curious what your day would look like as a Tier II IT Support Specialist? Check out the details below.

Key Responsibilities:

You’ll drive resolution and operational excellence across internal IT systems:

• Resolve second-level support tickets, including complex issues escalated from Tier I
• Administer and maintain user accounts, permissions, and groups across platforms (e.g., Google Workspace, JumpCloud)
• Support and enforce security policies, including endpoint protection (e.g., ThreatDown) and security awareness tools (e.g., KnowBe4)
• Manage onboarding and offboarding processes, ensuring compliance with security and asset management protocols
• Conduct advanced troubleshooting across hardware, software, cloud platforms, and connectivity issues
• Escalate critical infrastructure concerns to senior engineering when necessary
• Maintain and continuously improve IT documentation, procedures, and knowledge bases (Confluence)
• Collaborate on infrastructure projects, system upgrades, and technology rollouts
• Monitor and report on system health, endpoint security, and compliance metrics
• Mentor and support Tier I IT Support Specialists through training and knowledge sharing
• Identify opportunities for automation and process optimization

Requirements:
• 3+ years of experience in IT Support or Systems Administration roles
• Advanced troubleshooting and root-cause analysis skills
• Strong understanding of user and device management in cloud platforms
• Basic scripting and automation knowledge (PowerShell, Bash, or platform-specific tools)
• Solid understanding of endpoint security principles and best practices
• Clear communication skills with the ability to explain technical concepts to non-technical users
• Strong organizational skills and attention to detail
• Proactive mindset with initiative for continuous improvement
• Ability to mentor and train junior team members

Nice to Have:

• Experience working in a fast-scaling or SaaS environment
• Familiarity with identity management and zero-trust security frameworks
• Experience with system monitoring and reporting tools
• Exposure to infrastructure projects or cloud migrations
• Certifications in IT support, cloud platforms, or security (e.g., CompTIA, Google Workspace, etc.)