Level 2 IT Support

The Tidal Financial Group is a leading ETF investment technology platform dedicated to creating, operating, and growing ETFs. We combine expertise and innovative partnership approaches to offer comprehensive, value-generating ETF solutions.

Our platform offers best-in-class strategic guidance, product planning, trust and fund services, legal support, operations support, marketing and research, and sales and distribution services.

The Tidal Financial Group is a leading ETF investment technology platform dedicated to creating,operating, and growing ETFs. We combineexpertiseand innovative partnership approaches to offer comprehensive, value-generating ETF solutions. 

 Our platform offers best-in-class strategic guidance, product planning, trust and fund services, legal support, operations support, marketing and research, and sales and distribution services.

About the role

The Level 2 IT Support role provides advanced technical support, resolves escalated issues from Level 1, and assists with system administration tasks across the organization. This role requires deeper troubleshooting skills, elevated access, and strong understanding of Microsoft 365, Entra ID, endpoint management, and SaaS applications.

Level 2 acts as the bridge between daily frontline support and the IT Manager, ensuring complex issues are resolved effectively while helping improve processes, documentation, and overall support quality

Work Rhythm & Availability

• Standard working hours: 9:00 AM – 5:00 PM Eastern Time, with consistent responsiveness via Teams, email, and the ticketing system.
• Maintain a professional remote environment, reliable connectivity, and secure access using approved devices, VPN, and MFA.
• Provide steady engagement with escalated tickets and system tasks while supporting Level 1 as needed.

What you’ll do

Advanced Technical Support

• Resolve escalations from Level 1 including authentication failures, identity issues, device configuration problems, Teams/Outlook/OneDrive issues, and performance-related concerns.
• Troubleshoot advanced problems across Microsoft 365, Entra ID, Intune-managed devices, Rippling MDM, VPN, and basic networking.
• Perform root-cause analysis for recurring or complex issues and propose long-term solutions.
• Assist in diagnosing outages or service disruptions and help coordinate responses.

System Administration Support

• Assist the IT Manager with system administration tasks across Microsoft platforms, SaaS applications, endpoints, and identity systems.
• Perform advanced provisioning/deprovisioning tasks that require elevated access.
• Support SSO and SCIM integrations by validating configurations and reviewing logs.
• Help maintain DNS, domain records, and identity-dependent configurations.

Ticket Handling & Documentation

• Own escalated tickets from intake through to resolution, meeting expected SLAs.
• Document detailed troubleshooting steps, outcomes, and follow-up notes in the ticketing system.
• Expand internal documentation in Notion to support Level 1 learning and consistency.
• Help refine ticket categories, workflows, and escalation paths within the ticketing platform.

Support & Collaboration with Level 1

• Act as the main escalation point for Level 1 Support.
• Provide guidance, best practices, and troubleshooting explanations to help Level 1 resolve similar issues in the future.
• Identify areas where Level 1 can become more efficient through training, documentation, or workflow improvements.

Device, Hardware & Endpoint Work

• Diagnose deeper device issues such as configuration conflicts, compliance failures, system corruption, and profile issues.
• Assist with advanced laptop setup, security configurations, and wipe/reset workflows.
• Support hardware lifecycle processes and ensure devices meet company standards.

Documentation & Reporting

• Provide weekly updates to the IT Manager summarizing escalations resolved, ongoing issues, and items requiring higher-level review.
• Document new processes, fixes, and troubleshooting playbooks to support both Level 1 and Level 2 operations.
• Track patterns in support issues and recommend improvements to systems or workflows.

Professional Values & Growth

• Ownership: Take responsibility for escalated issues and see them through to completion.
• Communication: Explain complex technical issues clearly to both technical and non-technical staff.
• Initiative: Investigate deeper causes, propose improvements, and help raise the quality of support.
• Collaboration: Actively support Level 1 and partner with the IT Manager to keep systems stable.
• Continuous Learning: Develop advanced skills in Microsoft, identity, device management, and SaaS systems.

Qualifications

• 3–5+ years of IT support or system administration experience.
• Strong troubleshooting skills with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive), Entra ID, and Intune-managed endpoints.
• Understanding of authentication workflows (SSO, MFA, SAML, OAuth, SCIM).
• Familiarity with DNS, domains, identity behavior, and conditional access.
• Ability to diagnose complex endpoint issues across Windows devices.
• Strong written and verbal communication skills.
• Experience supporting SaaS business applications.

Preferred Skills

• Experience with MDM, MSPs, or similar device management platforms.
• Experience working with ticketing systems (Jira, Monday.com, Zendesk, or similar).
• Basic PowerShell or scripting experience is a plus.
• Exposure to SOC 2, BCP/DR, or IT compliance processes.