Technical Support Specialist – L2

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Gruve

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Artificial Intelligence • Cybersecurity • Enterprise

Gruve is an enterprise technology company that designs, builds, and operates AI-ready data center networks and delivers AI-driven solutions for businesses. The company provides Enterprise AI services (including LLM and advanced analytics deployments), AI infrastructure and GPU-rich compute environments, network automation, cybersecurity advisory and managed security services, and workload migration and platform modernization. Gruve positions itself as a provider of AI teammates, customer experience automation, and applied data strategy to help large organizations adopt and scale AI securely.

201 - 500 employees

Founded 2024

🤖 Artificial Intelligence

🔒 Cybersecurity

🏢 Enterprise

📋 Description

• Act as the primary escalation point for complex issues from Level 1 support, ensuring thorough investigation, resolution, and documentation. • Diagnose and resolve advanced hardware and software issues for workstations (macOS and Windows), peripherals, and collaboration tools such as Slack, Zoom, and Miro. • Administer and maintain Active Directory, Okta, Microsoft Intune, Apple Business Manager, Google Workspace and client-specific identity and device management systems. • Perform mid-level configuration and troubleshooting for network and connectivity components, including routers, switches, firewalls, wireless access points, etc. • Manage client-side infrastructure such as SCEP, RADIUS, power UPS units, and meeting room technologies (e.g., Polycom). • Perform user account provisioning, policy management, and access control across platforms like Microsoft 365 and Google Workspace. • Monitor client systems using RMM and alerting tools, responding proactively to performance, security, or availability issues. • Perform remote support as needed, including system imaging, patch management, peripheral setup and asset tracking for client environments. • Collaborate with senior engineers on system upgrades, migrations, and network improvement projects. • Contribute to documentation and process improvement, ensuring consistent and efficient service delivery. • Provide mentorship and guidance to Level 1 technicians and technical training initiatives. • Maintain high levels of customer satisfaction through professional communication and consistent follow-up.

🎯 Requirements

• A Bachelor’s or Master's in one of: Computer Science or Related filed • 2 - 4 years of experience in IT support, service desk, or systems administration — ideally within a Managed Service Provider (MSP) environment. • Strong troubleshooting ability across macOS and Windows operating systems, including system imaging and remote diagnostics. • Working knowledge of network fundamentals (TCP/IP, DNS, DHCP, VPNs, VLANs) and experience supporting network and security devices. • Hands-on experience with identity and device management tools such as Active Directory, Okta, Intune, and Apple Business Manager. • Familiarity with collaboration and productivity platforms, including Slack, Zoom, Google Workspace, and Microsoft 365. • Experience with RMM and PSA systems (e.g., Nagios, Kaseya, ConnectWise, Datto, N-able) for monitoring and ticket management. • Excellent communication, documentation, and multitasking skills with a strong customer-service mindset. • Relevant technical certifications such as CompTIA Network+, Microsoft 365 Certified, or Apple Certified Support Professional are a plus.

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Remote work options