Tier 2 IT Support Specialist

**Kraken Robotics | Transforming Subsea Intelligence**

**NEW CAREER OPPORTUNITY**

Build your career with Kraken Robotics. Make a difference to others. If innovation drives you, and you want a career that makes a difference to the world, helping humanity overcome the challenges in our oceans - safely, efficiently, and sustainably -** then come join us at Kraken Robotics.**

**Kraken Robotics**is currently recruiting for as** IT Support Specialist 2**to join our** Dartmouth, NS**office**.**

Full-Time - Permanent | Job Reference: KRSI-2025-40

As an IT Support Specialist, you will provide high-quality, customer-focused technical support for end users, handling all IT support requests as well as be an escalation point for complex issues. This role will also perform system and network administration tasks across on-premises and hybrid (cloud-integrated) IT infrastructure ensuring its smooth operation, security, and reliability. This role will work to meet service level agreements (SLAs) and performance metrics, drive continuous improvement initiatives, and play a key role in IT projects.

**ROLES AND RESPONSIBILITIES**

**Key Responsibilities**
- Provide prompt Tier 1 and Tier 2 support by troubleshooting, diagnosing, and resolving hardware, software, and network issues for end users, ensuring a high standard of customer service.
- Perform routine administration and maintenance of user accounts, permissions, backups, desktops, laptops, printers, servers, network equipment, and cloud services across both on-premises and hybrid environments.
- Support the deployment, configuration, and continuous improvement of IT infrastructure; participate in IT projects and assist with migrations or upgrades as required.
- Collaborate with IT teams and other departments to resolve incidents, share knowledge, provide training and guidance to end users and junior staff, and maintain clear technical documentation and knowledge base articles.
- Ensure adherence to organizational IT policies, security standards, and best practices; participate in after-hours support as needed.

**IT Support**
- Diagnose and resolve common hardware, software, and connectivity issues for end users.
- Log, track, and document all support requests, incidents and resolutions in the ticketing system.
- Ensure all incidents are managed according to established procedures and resolved within agreed service levels (SLAs).
- Escalate unresolved or complex issues to higher tiers as necessary.

**System and Network Administration**
- Administer, monitor, and maintain IT infrastructure—including servers, storage, network equipment, and backups—across both on-premises and hybrid cloud environments (e.g., Microsoft 365, SharePoint, Azure, AWS).
- Support the deployment, configuration, updates, patches, and security of IT systems and infrastructure, ensuring reliable integration and performance between on-premises and cloud resources.
- Troubleshoot and resolve infrastructure, storage and network connectivity issues, utilizing management tools for provisioning, monitoring, automation, and compliance.
- Participate in cloud migrations, hybrid deployments, and continuous improvement initiatives for IT infrastructure solutions.

**Collaboration & Documentation**
- Collaborate with IT team members and other departments to resolve incidents, implement solutions, and address organizational IT needs.
- Participate in IT projects, rollouts, and cross-functional initiatives to support business objectives and technology improvements.
- Mentor and provide guidance to junior IT staff and Tier 1 support personnel, fostering knowledge sharing and skill development.
- Create, update, and maintain technical documentation, including knowledge base articles, troubleshooting guides, and records of system configurations, changes, and incidents.
- Document recurring issues and solutions to support continuous improvement, ensuring all documentation is clear, concise, and accessible to the IT team.

**QUALIFICATIONS AND EXPERIENCE**
- Associate or bachelor’s degree in computer science, Information Technology, or a related field, or equivalent experience.
- IT related post-secondary degree, diploma, or relevant certifications (e.g., CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft 365Certified, AWS, etc.) are a plus.

**PREFERRED SKILLS**

**Technical Skills**
- Deep understanding of desktop and server OS environments and user support issues
- Command line familiarity, log analysis, and system diagnostics
- Endpoint Management:

- Strong background in deploying and managing device configuration policies, compliance rules, and software distribution using Microsoft Intune.
- Experience with endpoint security and mobile device management (MDM) strategies, including device imaging, patching, and policy enforcement.
- Networking Fundamentals
- Familiarity with network (LAN/WAN, VPN, DNS, DHCP, and Wi-Fi) troubleshooting and basic network administration (e.g., switches, routers, fi