Support Engineer II

Overview

IsI is seeking a skilled and service-oriented Tier 2 Support Engineer to join our growing IT Team. This role is ideal for professionals with solid hands-on experience in endpoint management, troubleshooting complex systems issues, and working in environments governed by compliance framework such as CMMC and NIST 800-171. As a Tier 2 Support Engineer, you will play a key role in resolving escalated support tickets, maintaining infrastructure stability, while ensuring operational excellence and client satisfaction.

Responsibilities

• Handle escalated support tickets requiring advanced troubleshooting across endpoints, networking, and system configurations
• Support Microsoft 365 (Commercial & GCC / GCC High), Azure AD, Addigy, Mac, DNS, and conditional access policy troubleshooting
• Mac and Google Workspace experience a must
• Monitor and manage endpoint configuration, monitoring, and support via RMM and MDM tools (e.g., Intune, JAMF, Defender)
• Assist with VPN setup, certificate deployment, SSO / MFA enforcement, and security incident triage
• Troubleshoot and resolve desktop virtualization, Group Policy, and identity-related issues
• Collaborate with Tier 1, Tier 3, and Cybersecurity teams on escalations and root cause analysis
• Proactively monitor system health, review alerts, and implement preemptive fixes
• Contribute to ticket hygiene through accurate documentation, time tracking, and resolution notes
• Update and refine SOPs and technical documentation based on resolved issues and best practices
• Participate in user onboarding / offboarding tasks, group and permission changes, and access reviews
• Support audit readiness efforts aligned with CMMC / NIST 800-171 compliance standards
• Serve as a technical escalation point during support operations and participate in after-hours on-call rotation if needed

Qualifications

This position requires applicants to have current, interim eligibility or previous security clearance.

Preferred Qualifications

What We Offer

Industrial Security Integrators, LLC ("IsI") is an equal opportunity employer committed to affirmative action and diversity in the workplace. It is the policy of IsI to provide Equal Employment Opportunities (EEO) to Employees and Applicants, without regard to race, color, religion, sex, age, marital status, citizenship status, national origin, sexual orientation, gender identity, veteran status or disability or any other factor protected by law. Advancement opportunities are available to minorities, women, disabled individuals, and veterans. IsI is stronger and more effective when our workforce includes highly qualified individuals with diverse backgrounds, cultures, and traditions.

IsI Enterprises does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies. Placement fees will not be paid unless IsI has an active agreement in place and the submission is made through the approved channels.

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