AME Group

Product design consultancy with 3D printing

IT Support Specialist 2

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeIndianapolis, IN, USANo salary listedIn-person

About the Job

Requirements

Administer Microsoft 365, including Exchange Online, SharePoint, and security configurations.
Administer Active Directory, including Group Policy troubleshooting and user and group management.
Troubleshoot advanced desktop and application issues, including performance problems and conflicts.
Troubleshoot macOS and provide basic Jamf or mobile device management support.
Apply network fundamentals, including VPN, DNS, DHCP, and basic diagnostics.
Understand backup and recovery workflows for file and folder restores.
Identify phishing attempts, respond to malware, and implement multifactor authentication.
Provide customer service and handle escalated client issues.
Communicate clearly in writing and verbally, explaining technical concepts to non-technical users.
Make sound decisions and troubleshoot independently, including when no standard operating procedure is available.
Own issues through resolution and determine when escalation is appropriate.
Collaborate with the team and share knowledge.
Commit to continuous learning and improvement.

Responsibilities

Resolve advanced desktop and application issues, including performance problems, application conflicts, and registry-level troubleshooting.
Take over tickets escalated from artificial intelligence or automation systems when automated tools cannot complete the request successfully.
Administer Microsoft 365 environments, including Exchange Online, SharePoint permissions, security groups, and conditional access policies.
Perform Active Directory tasks, including user and group management, Group Policy troubleshooting, and basic modifications.
Support macOS environments, including troubleshooting and basic Jamf or mobile device management administration.
Troubleshoot network-related issues, including VPN connectivity, DNS and DHCP problems, and basic network diagnostics.
Implement and support backup and recovery solutions, including file and folder restores from client backup systems.
Identify and respond to security issues, including phishing attempts, malware removal, and multifactor authentication implementation.
Manage software installations, deployments, and licensing issues.
Perform hardware diagnostics and coordinate replacements or on-site support when needed.
Document work in the service desk system with resolution notes, next steps, and time entries.
Create and maintain client-specific standard operating procedures and contribute to process improvements.
Mentor Level 1 technicians through shadowing, ticket reviews, and hands-on training.
Collaborate with specialized server, network, and security teams on escalations and complex issues.
Participate in client onboarding, migrations, and projects as needed.
Resolve tickets requiring human judgment by handling advanced troubleshooting and nuanced decisions that automation cannot complete.
Document unique client environments and repeatable solutions in client-specific standard operating procedures to improve consistency and support future automation.
Provide personalized support for complex client needs, including deeper context and direct communication.
Resolve a team-defined number of tickets per week.
Book 80% of work time toward client issues.
Complete three standard operating procedure updates or improvements per quarter.
Meet or exceed service-level agreements for response time and resolution.

Desired Qualifications

CompTIA A+ or Network+ certification.
Apple Certified Support Professional certification.
ITIL Foundation certification.
Intune or Microsoft Endpoint Manager administration experience.
Azure AD Connect sync troubleshooting.
Basic PowerShell scripting.
Experience with remote monitoring and management tools such as ConnectWise or NinjaOne.
Experience with professional services automation tools such as Autotask or ConnectWise Manage.
Virtual desktop support experience with Citrix or VMware Horizon.
Mobile device support for iOS or Android.
Zoom or Teams room systems support.
Earn Microsoft 365 Certified: Endpoint Administrator Associate certification.
Cross-train in other technical areas.
Complete advanced training pathways as assigned.

Description

About AME

AME is a Managed Service Provider (MSP) focused on delivering excellent client experiences through reliable support, smart processes, and continual improvement. Our OSC Desktop team handles the issues that require deeper troubleshooting, strong judgment, and clear communication—especially when automation can’t fully complete the work.

Role Summary

The IT Support Specialist II plays a vital role in client support and satisfaction at AME. In this role, you’ll provide advanced technical support for complex desktop and application issues, take ownership of escalated tickets, and deliver exceptional customer service. Success requires strong technical expertise, great communication, sound prioritization, and a commitment to learning and improving how we work.

What We Offer:

Competitive salary and benefits package.
Opportunities for professional growth and development.
Collaborative and supportive work environment.
Flexibility to work on a variety of interesting projects.

Key Responsibilities

Resolve advanced desktop and application issues (performance problems, application conflicts, registry-level troubleshooting)
Take over tickets escalated from AI/automation systems when automated tools can’t complete the request successfully
Administer Microsoft 365 environments (Exchange Online, SharePoint permissions, security groups, conditional access policies)
Perform Active Directory tasks (user/group management, GPO troubleshooting, basic modifications)
Support macOS environments, including troubleshooting and basic Jamf/MDM administration
Troubleshoot network-related issues (VPN connectivity, DNS/DHCP problems, basic network diagnostics)
Implement and support backup/recovery solutions, including file/folder restores from client backup systems
Identify and respond to security issues (phishing attempts, malware removal, MFA implementation)
Manage software installations, deployments, and licensing issues
Perform hardware diagnostics and coordinate replacements or on-site support when needed
Document all work in the service desk system (clear resolution notes, next steps, and time entries)
Create and maintain client-specific SOPs; contribute to ongoing process improvements
Mentor Level 1 technicians through shadowing, ticket reviews, and hands-on training
Collaborate with specialized teams (server, network, security) for escalations and complex issues
Participate in client onboarding and migration/projects as needed

Top 3 Priorities

Resolve tickets requiring human judgment
Handle advanced troubleshooting and nuanced decision-making that automation can’t complete.
Create and maintain client-specific SOPs
Document unique client environments and repeatable solutions to improve consistency and support future automation.
Deliver personalized support to complex client needs
Step in when clients need a human touch, deeper context, or direct communication.

Requirements

Required Skills & Qualifications

Microsoft 365 administration (Exchange Online, SharePoint, security configurations)
Active Directory administration, including Group Policy troubleshooting and user/group management
Advanced desktop/application troubleshooting (performance issues, conflicts, complex problems)
macOS troubleshooting plus basic Jamf/MDM support
Network fundamentals (VPN, DNS, DHCP, basic diagnostics)
Backup/recovery knowledge (file/folder restore workflows)
Security awareness (phishing identification, malware response, MFA implementation)
Excellent customer service skills; comfortable working escalated client issues
Strong written/verbal communication; able to explain technical concepts to non-technical users
Strong decision-making and the ability to troubleshoot independently (even without an SOP)
Ownership mindset: accountable for driving issues to resolution and knowing when to escalate
Team-oriented collaboration and willingness to share knowledge
Commitment to continuous learning and improvement

Nice to Have (Optional Skills)

CompTIA A+ and/or Network+
Apple Certified Support Professional (ACSP)
ITIL Foundation
Intune/MEM administration experience
Azure AD Connect sync troubleshooting
Basic PowerShell scripting
RMM tools (ConnectWise, NinjaOne, etc.)
PSA tools (Autotask, ConnectWise Manage)
VDI/virtual desktop support (Citrix, VMware Horizon)
Mobile device support (iOS/Android)
Zoom/Teams room systems support

Performance Goals (How Success Is Measured)

Resolve a set number of tickets per week (team-defined)
Book 80% of time toward client issues
Complete 3 SOP updates/improvements per quarter
Professional development goals, including:
- Earn Microsoft 365 Certified: Endpoint Administrator Associate
- Cross-train in other technical areas
- Complete advanced training pathways as assigned
Meet or exceed SLAs for response time and resolution

About the Company

AME Group

Product design consultancy with 3D printing

AME Group, trading as AME-3D, is a UK-based product design and development consultancy that guides clients from initial concept through to low-volume production. The team covers the full product development lifecycle, from industrial design and concept work to rapid prototyping and manufacturing using in-house capabilities like 3D printing (including SLA) and vacuum casting. By offering end-to-end services, AME-3D helps architects, product designers, and engineers test ideas and bring products to life. The company operates mainly in the UK, with a facility in Sheffield, and uses a fee-for-service model to provide both expertise and manufacturing capacity directly to clients. AME-3D’s goal is to help clients develop, validate, and productionize new products efficiently, turning concepts into tangible prototypes and, when needed, small-volume runs.

Company size: 11-50
Company stage: Grant
Total funding: $2M
Headquarters: Rotherham, United Kingdom
Founded: 1996

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