Senior Support Technician

Summary

Join our team as a Senior Support Technician! This fully remote position requires 8+ years of IT support experience with expertise in resolving complex issues across various platforms. You will be the highest escalation point for technical problems, providing advanced support for Microsoft 365, Azure, Intune, Google Workspace, and more. The ideal candidate possesses strong troubleshooting skills for both Mac and Windows, along with experience in cloud technologies and networking. You will also participate in IT projects, mentor junior staff, and maintain detailed documentation. We offer an attractive benefit package.

Requirements

• 8+ years of experience in technical support roles
• 5+ years of experience in advanced technical roles - Level 2 or 3, systems engineer etc
• Expertise in Microsoft 365, Entra, Azure, Intune, and Mosyle MDM
• Strong knowledge of VPN configuration, Email filtering and DNS
• Experience supporting Windows, macOS, and mobile device environments
• Excellent problem-solving skills and ability to work independently on complex issues
• Strong communication skills and ability to explain technical concepts to end users

Responsibilities

• Act as the highest escalation point for technical issues within the support team
• Diagnose and resolve complex hardware, software, and networking issues
• Provide advanced support for Microsoft 365, Entra, Azure, and Intune environments
• Support and maintain Google Workspace environment
• Manage and troubleshoot Mosyle MDM for Apple device management
• Administer and support AWS infrastructure and cloud-based applications
• Configure, monitor, and troubleshoot VPN connections and DNS records
• Ensure timely resolution of IT tickets while maintaining high customer satisfaction
• Participate in IT infrastructure projects, including system migrations, security enhancements, and cloud deployments
• Implement and maintain security best practices across all systems
• Assist in automating IT processes and improving system efficiencies
• Work closely with cross-functional teams on IT projects, system upgrades, and technology implementations
• Maintain detailed documentation of IT processes, troubleshooting steps, and system configurations
• Train and mentor junior IT staff on advanced troubleshooting techniques and best practices

Preferred Qualifications

• Proficiency in PowerShell or other scripting languages for automation
• Familiarity with IT security best practices, including MFA, endpoint protection, and compliance standards
• Experience with DLP platforms
• IT certifications (such as Microsoft, AWS, or CompTIA)

Benefits

• 100% remote position
• Attractive Benefit Package