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About the Role

Deliver Level 2 technical support across the TileBar team, with a primary focus on showroom locations and their technology. This role requires at least five years of hands-on support experience and the ability to resolve issues independently. Approximately sixty percent of your time will support showroom teams and technology, including kiosks, networking, AV solutions, and endpoint devices. The remaining time supports the broader TileBar workforce. As a Microsoft shop, fluency in Microsoft 365 is essential.

Responsibilities

Serve as the escalation point for showroom technology issues, resolving Level 2 incidents across in-store kiosks, point-of-sale-adjacent hardware, and customer-facing displays.
Support in-store networking, including WiFi access points, switching, and connectivity troubleshooting, in coordination with the infrastructure team.
Maintain conference room and audiovisual solutions, ensuring reliable video conferencing, displays, and presentation systems across showroom locations.
Provision, configure, and troubleshoot showroom endpoints: laptops, desktops, printers, tablets, and mobile phones.
Partner with field and site-deployment teams during showroom openings and remodels to bring technology online and support go-live.
Research, evaluate, test and deploy innovative showroom technologies, including modern POS systems and interactive displays, to elevate the in-store customer experience and support retail operations.
Provide Level 2 support to TileBar team members across corporate and remote environments.
Diagnose and resolve hardware, software, and connectivity issues, escalating to senior engineering or specialized teams only when required.
Manage the full endpoint lifecycle: imaging, deployment, configuration, and decommissioning.
Administer and support Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, and the Office suite.
Support user account lifecycle tasks in coordination with identity and directory services (Active Directory / Entra ID).
Assist with device management and policy enforcement through Microsoft Intune or equivalent MDM tooling.
Document incidents, resolutions, and known issues in the ticketing system with clarity and consistency.
Contribute to and maintain the internal knowledge base, with particular attention to recurring showroom scenarios.
Track ticket trends and surface patterns that indicate systemic issues or training gaps.

Requirements

5+ years of hands-on help desk or desktop support experience, with demonstrated Level 2 capability.
Strong troubleshooting skills across Windows endpoints, printers, and mobile devices (iOS and Android).
Working knowledge of networking fundamentals: WiFi, DNS, DHCP, VPN, and basic switching.
Hands-on experience supporting Microsoft 365 in a production environment.
Familiarity with Active Directory / Entra ID for user and device management.
Excellent communication skills and a customer-service orientation, with the ability to support non-technical users patiently and clearly.

Skills

Microsoft 365
Microsoft Intune
Active Directory / Entra ID
Windows endpoints
Printers
Mobile devices (iOS and Android)
Networking fundamentals (WiFi, DNS, DHCP, VPN, basic switching)
CompTIA A+
Network+
Microsoft 365 Certified: Modern Desktop Administrator
Retail technology support
Showroom technology support
Multi-site environments
In-store kiosks
Digital signage
Point-of-sale technology
Conference room and AV platforms (Microsoft Teams Rooms, Zoom Rooms, Crestron)
MDM and endpoint management (Intune, Jamf)

Location

New York, NY

Work Type

4 days onsite
1 day remote
Occasional after-hours or weekend support
Up to 25% travel to domestic showroom locations

Experience Level

5+ years of hands-on help desk or desktop support experience
Demonstrated Level 2 capability

Education Level

CompTIA A+
Network+
Microsoft 365 Certified: Modern Desktop Administrator

Salary/Compensations

$80,000 – 90,000 per year

Benefits

Medical
Dental
Vision
Life Insurance
Short-Term Disability
Company match on 401K
Free Weekly Lunch
Paid Time Off (PTO)
Holidays
Personal Days

About the Company

TileBar is an innovative industry leader transforming the tile, interiors and surfaces market in the United States.
As a rapidly growing company, we are redefining how homeowners and designers shop for projects.
With an ambitious vision to lead the multi-billion-dollar tile category, we are seeking a visionary, strategic, and hands-on creative leader to shape the future of our brand and join our dynamic team.
In this role, you will play a vital part in our growth trajectory.
At TileBar, we are committed to fostering a workplace that embraces and celebrates diversity, equity, and inclusion.
We believe that a diverse and inclusive workforce not only enhances our ability to innovate and succeed but also creates a more enriching and supportive environment for our employees.

Equal Opportunity

TileBar is an equal opportunity employer and welcomes applications from all qualified individuals, regardless of their race, color, religion, gender, sexual orientation, gender identity or expression, national origin, genetics, age, disability, or veteran status.