LDI Connect

Delivers digital office solutions and services

Tier 2 IT Support Specialist

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

Full-timeShelton, CT, USA$55k - $70k /yr

About the Job

Requirements

At least 3 years of IT support experience, including at least 1 year in a managed service provider or multi-client environment.
Proficiency with Microsoft 365 administration, including Exchange Online, Teams, SharePoint, OneDrive, and Intune.
Hands-on experience with Azure Active Directory or Entra ID, including user and group management, conditional access, multifactor authentication, and self-service password reset.
Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, routing, and subnetting.
Experience configuring and troubleshooting firewall and switching hardware such as Fortinet, Cisco, Meraki, or Ubiquiti equipment, or equivalent.
Ability to translate complex technical issues into clear, non-technical language for clients.
Ability to manage and prioritize multiple concurrent tickets in a service-level-agreement-driven environment.
A valid driver's license and reliable transportation for occasional client site visits in the New York City metropolitan area.

Responsibilities

Act as the primary escalation point for Level 1 tickets and drive timely resolution of complex technical issues within defined service-level agreements.
Provide direct client-facing support by phone, email, remote session, and occasional on-site visits throughout the New York City metropolitan area.
Administer Microsoft 365 environments, including Exchange Online, SharePoint, Teams, OneDrive, and Intune mobile device management.
Manage Azure Active Directory or Entra ID, including user lifecycle, group policies, conditional access policies, multifactor authentication enrollment, and single sign-on configurations.
Troubleshoot and configure network infrastructure, including Fortinet, Cisco, and Meraki firewalls, managed switches, virtual local area networks, and Wi-Fi access points.
Maintain accurate ticket documentation, resolution notes, and knowledge base articles within professional services automation and remote monitoring and management platforms such as ConnectWise and Autotask.
Collaborate with Level 3 and Level 4 engineers on escalated infrastructure and security issues and provide clear handoff context.
Identify patterns in recurring incidents and contribute to root cause analysis and permanent resolution strategies.
Participate in an after-hours or on-call rotation as required by business needs.

Desired Qualifications

Microsoft certifications such as MD-102 Endpoint Administrator, MS-102 Enterprise Administrator, or AZ-104 Azure Administrator.
CompTIA certifications such as A+, Network+, or Security+.
Experience with ConnectWise, Kaseya, or similar ticketing and professional services automation platforms.
Familiarity with the Information Technology Infrastructure Library framework and service management best practices.
PowerShell scripting experience for automation and administration tasks.

With headquarters on Long Island, come see why Long Island Business News honored LDI Connect with an award that recognizes our commitment to a high performing- yet people-centered workplace culture. Our other offices in CT, NYC (right in Time Square), NJ and LA share the same commitment!

LDI Connect is a high-performing technology services company with a proven track record of creating rewarding careers.

We do it all - from commercial security solutions, document management, managed IT services, hosted/cloud services, phone systems, and professional audio/video systems, AI and even copiers, printers, with a full line of production equipment.

The Level 2 IT Support Specialist serves as the primary escalation point for complex technical issues while also providing direct, client-facing support. This hybrid role requires strong diagnostic skills, professional communication, and the ability to manage concurrent tickets in a fast-paced, SLA-driven MSP environment. The ideal candidate thrives in a dynamic setting, brings solid Microsoft 365 and networking fundamentals, and takes pride in delivering a premium client experience.

**This role will require frequent travel throughout Connecticut, New Jersey, New York City, and Long Island. Qualified candidates in any of those areas can be considered if they are willing to travel as needed.

What You’ll Do

Act as the primary escalation point for tickets from Level 1, driving timely resolution of complex technical issues within defined SLAs.
Provide direct client-facing support via phone, email, remote session, and occasional on-site visits throughout the NYC Metro area. **CT/NYC/ LI/ NJ
Administer Microsoft 365 environments — Exchange Online, SharePoint, Teams, OneDrive, and Intune MDM/device management.
Manage Azure Active Directory / Entra ID: user lifecycle, group policies, conditional access policies, MFA enrollment, and SSO configurations.
Troubleshoot and configure network infrastructure including firewalls (Fortinet, Cisco, Meraki), managed switches, VLANs, and Wi-Fi access points.
Maintain accurate, detailed ticket documentation, resolution notes, and knowledge base articles within PSA/RMM platforms (ConnectWise, Autotask, or similar).
Collaborate with Level 3/4 engineers on escalated infrastructure and security issues, providing clear handoff context.
Identify patterns in recurring incidents and contribute to root cause analysis and permanent resolution strategies.
Participate in after-hours / on-call rotation as required by business needs.

What We’re Looking For

3+ years of IT support experience, with at least 1 year in an MSP or multi-client environment.
Proficiency with Microsoft 365 administration — Exchange Online, Teams, SharePoint, OneDrive, and Intune.
Hands-on experience with Azure Active Directory / Entra ID: user/group management, conditional access, MFA, and SSPR.
Solid understanding of networking fundamentals: TCP/IP, DNS, DHCP, VLANs, routing, and subnetting.
Experience configuring and troubleshooting firewall and switching hardware (Fortinet, Cisco, Meraki, Ubiquiti, or equivalent).
Strong client communication skills — ability to translate complex technical issues into clear, non-technical language.
Demonstrated ability to manage and prioritize multiple concurrent tickets in an SLA-driven environment.
Valid driver's license and reliable transportation for occasional client site visits in the NYC Metro area.

Nice to Have

Microsoft certifications: MD-102 (Endpoint Administrator), MS-102 (Enterprise Administrator), or AZ-104 (Azure Administrator).
CompTIA certifications: A+, Network+, or Security+.
Experience with ConnectWise, Kaseya, or similar ticketing/professional services automation platforms.
Familiarity with ITIL framework and service management best practices.
PowerShell scripting experience for automation and administration tasks.

A Bit More About LDI Connect
LDI Connect is a premier Managed Service Provider headquartered in the NYC Metro area, with offices in Connecticut, New Jersey, New York, and California. We deliver enterprise-grade IT solutions, managed services, and white-glove technical support to a diverse client base across finance, legal, healthcare, and professional services industries. Our team is built on deep technical expertise and a commitment to client satisfaction.

The typical base salary for this role is between $55,000 and $70,000. The offered base salary will depend on experience.

LDI Connect and affiliates provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

About the Company

LDI Connect

Delivers digital office solutions and services

LDI Connect provides a complete set of digital office solutions, combining Print, Document Management, Managed IT, Cloud Services, Pro AV, and Security Solutions. Its offerings work by assessing client needs with a consultative approach, then integrating hardware and software from leading manufacturers to create connected workflows—covering devices, software, cloud, and security, with ongoing service and support. Unlike many competitors, LDI Connect leverages long-standing manufacturer partnerships and a broad, integrated product suite to implement end-to-end solutions rather than single-point services. The company’s goal is to help businesses evolve with technology by solving operational challenges, improving efficiency, and strengthening security through managed, aligned solutions.

Company size: 201-500
Company stage: Not listed
Total funding: Not listed
Headquarters: New York City, New York
Founded: 1999

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