IT Support Specialist, Tier 2

About the role

Kraken Robotics is currently recruiting for an IT Support Specialist, Tier 2 to join our Houston, Texas office.

The IT Support Specialist (Tier 2) is the primary onsite IT resource for the Kraken Houston offices with periodic travel to regional offices providing hands-on support. The role owns support requests from initial contact through resolution, delivering first-line service for day-to-day needs while also acting as the Tier 2 escalation point for complex endpoint, identity, application, network, and infrastructure issues.

This is a broad, hands-on role suited to an experienced support professional who can move comfortably between end user support and junior systems administration. The successful candidate will resolve issues independently where practical, perform approved administrative and infrastructure tasks, coordinate with specialized IT teams and vendors when deeper expertise is required, and maintain a high standard of service, security, and documentation.

Roles and Responsibilities

End-User Support and Service Ownership

• Serve as the first point of contact for onsite and remote users, responding through the approved ticketing system, email, phone, chat, and walk-up support channels.
• Own incidents and service requests from intake through resolution, including triage, prioritization, troubleshooting, user communication, escalation, and closure.
• Diagnose and resolve issues involving laptops, desktops, mobile devices, printers, peripherals, operating systems, business applications, Microsoft 365, collaboration tools, VPN, Wi-Fi, and general connectivity.
• Complete routine service requests such as password and MFA support, software installation, device setup, access changes, equipment replacement, and onboarding and offboarding activities.
• Provide clear, professional, and timely updates to users and confirm that service has been restored before closing requests.
• Provide practical user guidance and short training sessions where recurring questions or technology changes create a need.

Tier 2 Escalation Support

• Act as the local escalation point for complex, recurring, high-impact, or administratively restricted technical issues.
• Use system logs, command-line tools, remote management platforms, monitoring data, and structured troubleshooting methods to identify root causes and restore services.
• Troubleshoot advanced endpoint, account, permissions, application, device management, network, and connectivity issues that cannot be resolved through standard first-line procedures.
• Coordinate with infrastructure, cybersecurity, enterprise applications, vendors, internet service providers, and other technical owners when issues require specialized access or expertise.
• Identify recurring incidents and recommend corrective actions, knowledge articles, configuration improvements, or problem-management follow-up.

Junior Systems and Network Administration

• Perform pre-approved routine administration and maintenance of user accounts, groups, permissions, endpoints, servers, network equipment, storage, backups, and cloud services.
• Support Microsoft 365 and identity administration, including Exchange Online, Teams, SharePoint, OneDrive, Entra ID, MFA, licensing, group membership, and role-based access in accordance with approved processes.
• Assist with endpoint deployment and management, including device configuration, software distribution, compliance policies, patching, security controls, and lifecycle activities.
• Monitor local infrastructure and respond to alerts or service degradation involving servers, switches, wireless access points, internet connectivity, backup jobs, and related systems.
• Perform basic network administration and troubleshooting involving LAN/WAN, TCP/IP, DNS, DHCP, VPN, Wi-Fi, switching, routing, firewalls, and ISP services, escalating material changes to the appropriate owner.
• Assist with server and system upgrades, patching, configuration changes, backup verification, recovery activities, and other planned maintenance under established change controls.
• Support onsite technology for meeting spaces, communications equipment, and other office systems within the IT support scope.

Projects, Documentation, and Continuous Improvement

• Participate in infrastructure rollouts, device deployments, office changes, application implementations, migrations, upgrades, and other cross-functional IT projects.
• Create and maintain clear technical documentation, including knowledge base articles, troubleshooting guides, system configuration records, asset information, and incident and change records.
• Follow service-management processes and contribute to meeting service levels, improving ticket quality, reducing repeat incidents, and strengthening the user experience.
• Share technical knowledge with Tier 1 and Tier 2 support staff and provide practical guidance during escalations.
• Identify opportunities to standardize, automate, simplify, or improve support and administration processes.

Security, Compliance, and Operational Practices

• Follow organizational IT policies, cybersecurity requirements, data protection standards, access controls, and change management procedures.
• Protect company systems and information by applying least-privilege principles, validating requests, documenting administrative actions, and promptly escalating suspected security events.
• Maintain accurate asset, configuration, ticket, and change records for supported equipment and services.
• Participate in planned after-hours work or urgent support when required for business-critical incidents, maintenance, or project activities.

Education and Experience

• Post-secondary education in Information Technology, Computer Science, or a related discipline, or an equivalent combination of education, certifications, and practical experience.
• Approximately 4 or more years of progressive experience in IT support, service desk, desktop support, or systems administration, including experience resolving complex Tier 2 or Tier 3 issues.
• Demonstrated experience serving as an escalation resource and working independently in an onsite support environment.
• Experience supporting users, systems, and services across multiple offices or business locations is preferred.

Technical Skills

• Strong knowledge of Windows desktop environments, modern endpoint hardware, mobile devices, printers, peripherals, and common business applications.
• Hands-on experience administering and supporting Microsoft 365 services, Entra ID, identity and access, MFA, permissions, and collaboration platforms.
• Working knowledge of endpoint management and security tools, device configuration, software deployment, patching, compliance, and remote support.
• Solid understanding of networking fundamentals, including LAN/WAN, TCP/IP, DNS, DHCP, VPN, Wi-Fi, switches, routers, firewalls, and internet connectivity.
• Working knowledge of Windows Server, Active Directory, Group Policy, virtualization, storage, backups, monitoring, and hybrid cloud environments.
• Ability to use command-line tools, logs, diagnostics, and basic scripting such as PowerShell to troubleshoot issues or automate routine tasks.
• Working knowledge of IT service-management practices, ticketing systems, documentation standards, incident handling, request fulfilment, and change controls.

Professional Skills

• Strong customer service orientation with the ability to explain technical information clearly to both technical and non-technical users.
• Excellent troubleshooting, analytical, and problem-solving skills, with the judgment to resolve issues independently and escalate appropriately.
• Ability to prioritize multiple requests, manage competing demands, and maintain ownership in a fast-paced environment.
• Professional, dependable, approachable, and comfortable working both independently and collaboratively across teams and locations.
• Strong written documentation skills and attention to detail.
• Proactive approach to learning, knowledge sharing, process improvement, and adopting new technologies.

Preferred Qualifications

• Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft 365, Azure, ITIL Foundation, or equivalent.
• Experience with Microsoft Intune, Entra ID, Exchange Online, Teams, SharePoint, Windows Server, Active Directory, Group Policy, virtualization, backup platforms, and infrastructure monitoring tools.
• Experience supporting hybrid environments that include both on-premises infrastructure and cloud services.
• Experience with PowerShell or other scripting and automation tools.

Work Location & Travel

• This is an office-based role located primarily at one of our Kraken Houston offices, with onsite presence required to support employees, equipment, and local infrastructure.
• Periodic travel to a secondary Houston office is required to provide onsite IT support and assist with local technology needs.
• Periodic travel to the Longmont, Colorado office is also required for support, projects, deployments, maintenance, or other business needs.
• Occasional work outside normal business hours may be required for planned maintenance, projects, urgent incidents, or business-critical support.