IS Product Support Specialist II

Position Summary
The IS/Product Support Specialist II provides Level 1 and Level 2 support for internal information systems and business applications, ensuring reliable access, performance, and user experience. The role is responsible for troubleshooting application, access, authentication, Microsoft 365, VPN, and system-related issues; supporting user onboarding and access management; maintaining support documentation; and collaborating with internal teams and vendors to resolve incidents and service requests as well as supporting all release management activities.
In addition, the position supports day-to-day operations through basic windows and Linux administration, system monitoring, operational maintenance, and process improvement initiatives. The incumbent assists with user and permission management, investigates operational alerts and application issues, and identifies opportunities to automate routine administrative tasks using scripting tools where appropriate. This role is ideal for an experienced support professional with a strong operational mindset who is comfortable working in both Microsoft o365 and Linux environments and interested in developing their technical and automation skills.

Key Responsibilities
Helpdesk & User Support

Provide Level 1 and Level 2 technical support for internal users.
Troubleshoot issues related to:

Business applications
User accounts and permissions
Authentication and access
Microsoft 365
VPN and remote access
Linux and Windows environments
General system and connectivity issues

Investigate incidents and service requests and escalate more complex issues when required.
Support user onboarding, offboarding, and internal role changes.
Maintain clear records of incidents, requests, resolutions, and recurring issues.
Create and maintain basic support documentation and knowledge-base articles.
Communicate effectively with both technical and non-technical users.

Linux & Systems Administration

Perform basic Linux system administration and troubleshooting.
Work with Linux command-line tools to investigate system and application issues.
Review logs, services, system status, disk usage, processes, and other basic system information.
Assist with user and permission management in Linux environments.
Strong knowledge of SFTP and secure file transfer practices
Support routine operational and maintenance activities.
Escalate infrastructure or application issues when deeper technical expertise is required.

The incumbent is not expected to be a senior Linux administrator but should be comfortable working in a Linux environment and willing to develop their skills.
IT Operations & Administration

Monitor applications, services, scheduled processes, and operational alerts.
Investigate failed jobs, application errors, service interruptions, and access-related issues.
Assist with general system administration and operational maintenance.
Coordinate with internal IT teams, application teams, and external vendors when required.
Help maintain operational documentation and standard procedures.
Participate in access management, security, compliance, and audit-related activities where appropriate.

Automation & Process Improvement

Identify repetitive support and administrative activities that could be simplified or automated.
Use basic scripting where appropriate to improve efficiency.
PowerShell experience or familiarity is considered an asset.
Assist with automation of tasks such as:

User administration
Account provisioning
Permission management
Reporting
Log collection
System checks
Routine administrative activities

Help improve existing support and operational processes.

The incumbent is not expected to be a software developer. The focus is on using scripting and automation to support IT administration and operations.

Education and Experience

Minimum 5 years of experience in Helpdesk, IT Support, IT Operations, Systems Administration, or a similar role.
Diploma or degree in Information Technology, Computer Systems, Computer Science, or a related field, or equivalent practical experience.
Experience supporting Microsoft 365 or similar enterprise productivity tools.
Experience is helpful, but not required, in the following areas:

Microsoft Entra ID
Microsoft Azure
Active Directory
PowerShell
Microsoft Intune
Identity and Access Management
Microsoft Graph
REST APIs
Git or version control
Monitoring and alerting tools
Log management
Cloud platforms
Security tools
Virtualization
Basic scripting or automation

Competencies, Working Skills & Attributes

Strong troubleshooting and problem-solving skills.
Basic understanding of user accounts, permissions, authentication, and access management.
Comfortable working with Linux systems and command-line tools.
Basic understanding of networking concepts such as TCP/IP, DNS, VPNs, and connectivity troubleshooting.
Ability to review logs and error messages when investigating technical issues.
Good communication and documentation skills.
Willingness to learn new technologies and take on additional technical responsibilities.
Strong Interpersonal skills, able to work independently as well as part of a team, as needed

Working Conditions, Mental Effort & Physical Requirements

Must work under deadlines and related stresses in a timely and efficient manner
Must be able to professionally handle various personnel and other situations as they arise
Ability to sit for extended periods of time
Ability to focus on computer screen for long periods of time
Must be able to participate in afterhours and holiday support rotation