IT Support Specialist
No salary listed
Mid
Nashville, TN, USA
In Person
IT OperationsIT Service Desk & End User Support
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, conflicts, and complex issues.
- Troubleshoot macOS and provide basic Jamf and mobile device management support.
- Understand network fundamentals, including VPN, DNS, DHCP, and basic diagnostics.
- Understand backup and recovery, including file and folder restore workflows.
- Identify phishing attempts, respond to malware, and implement multifactor authentication.
- Provide customer service while handling escalated client issues.
- Communicate technical concepts to non-technical users in writing and verbally.
- Make sound decisions and troubleshoot independently, including when no standard operating procedure exists.
- Take ownership of issues through resolution and know when to escalate.
- 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 AI or automation systems when automated tools cannot complete requests 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 and 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, including 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, using advanced troubleshooting and nuanced decision-making when automation cannot complete the work.
- 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 requiring deeper context or 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 synchronization 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 using Citrix or VMware Horizon.
- Mobile device support for iOS or Android.
- Support for Zoom or Teams room systems.
- Earn Microsoft 365 Certified: Endpoint Administrator Associate certification.
- Cross-train in other technical areas.
- Complete advanced training pathways as assigned.
About the company
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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Simplify's Take
What believers are saying
- The official news page posted August 27, 2026 defense-prototyping content, signaling active demand capture.
- Jamie Corden's CEO promotion on August 3, 2026 strengthens continuity after growth-focused leadership changes.
- Careers page showed no vacancies on August 20, 2026, implying controlled hiring and preserved cash.
What critics are saying
- No current vacancies on August 20, 2026 suggest weak hiring momentum after earlier NPIF expansion.
- AME Group remains dependent on Mercia-linked capital from 2021 and 2022 fundraising rounds.
- A large defense-client loss would quickly starve AME-3D's utilization and force shutdown.
What makes AME Group unique
- AME-3D runs concept-to-production, combining design, SLA, MJF, vacuum casting, and finishing in Sheffield.
- Its parent rebrand to AME-3D on June 3, 2026, clarifies a focused manufacturing identity.
- ISO 9001:2015 certification and in-house design reduce vendor handoffs for UK clients.
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Benefits
- Remote Work Options
- Flexible Work Hours