Advanced System Technical Support Specialist
23 hours ago
Our organization is seeking a System Technical Support Specialist to provide advanced technical support and troubleshooting services.
This role involves handling escalated issues from initial support, performing root cause analysis, and implementing permanent solutions.
- Tier 2 Support & Troubleshooting: Resolve complex hardware, software, network, and application issues. Conduct thorough investigations and implement corrective actions.
- Incident & Request Management: Manage and resolve incidents and service requests using IT service management tools (e.g., Jira Service Management). Ensure accurate documentation, timely communication with stakeholders, and adherence to organizational standards.
- Hardware & Software Support: Configure, deploy, and troubleshoot laptops, desktops, mobile devices (macOS, Windows, iOS, Android), and business-critical software. Perform routine system checks, software installations, updates, and patching to maintain system health and compliance.
- Account & Access Management: Administer user accounts, permissions, and security groups across Active Directory, single sign-on platforms, SaaS applications, and collaboration tools. Implement secure practices and maintain accurate logs for auditing purposes.
- System Maintenance: Perform regular system checks, software installations, updates, and patching to ensure system health and compliance. Collaborate with engineering, security, and vendor support teams for high-complexity incidents, infrastructure issues, and service outages.
- Knowledgebase & Documentation: Contribute to internal documentation and support knowledgebase articles to enhance resolution efficiency and promote self-service. Develop and maintain accurate, up-to-date knowledgebase content to support the team's success.
- Collaboration & Escalation: Collaborate with cross-functional teams, including engineering, security, and vendor support, to resolve complex incidents and improve overall system performance.
- Experience supporting and managing IAM platforms, including Universal Directory, single sign-on, multi-factor authentication, and application assignments.
- Familiarity with enterprise applications such as Microsoft 365, Intune MDM, Kandji, Microsoft Exchange, GSuite, Atlassian Jira/Confluence, Zoom, and Slack.
- Strong understanding of SAML, SCIM, and OAuth-based application integrations.
- Experience supporting macOS, Windows 10/11, and Linux environments.
- Ability to manage multiple tasks, prioritize appropriately, and resolve technical issues independently.
- Working knowledge of system provisioning, OS configuration, and patch management.
- Proactive approach to continuous learning and problem-solving in a dynamic IT environment.
- Certifications or coursework in IT or a related field are highly valued.
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