Technical Support Specialist
21 hours ago
We are seeking a Technical Support Specialist to join our Corporate IT team and support our growing global user base.
This role provides advanced technical support, escalated troubleshooting, and assists in maintaining operational continuity across our systems, hardware, and software platforms.
The Technical Support Specialist will work closely with Tier 1 support, system administrators, and other IT functions to ensure efficient issue resolution, system reliability, and user satisfaction.
Key Responsibilities:- Tier 2 Support & Troubleshooting Handle escalated issues from Tier 1 support, including hardware, software, network, and application issues.
- Incident & Request Management Manage and resolve incidents and service requests using ITSM tools, ensuring proper documentation, ticket updates, and timely communication with stakeholders.
- Hardware & Software Support Configure, deploy, and troubleshoot laptops, desktops, mobile devices, and business-critical software.
- Account & Access Management Administer user accounts, permissions, and security groups across Active Directory, SSO platforms, SaaS applications, and collaboration tools.
- System Maintenance Perform scheduled system checks, software installations, updates, and patching to maintain compliance and system health.
- Knowledgebase & Documentation Contribute to internal documentation and support knowledgebase articles to improve resolution efficiency and promote self-service.
- Onboarding & Offboarding Support Ensure smooth onboarding and offboarding by preparing devices, accounts, and resources, coordinating with HR and ITAM for asset handling.
- Collaboration & Escalation Collaborate with engineering, security, and vendor support teams for high-complexity incidents, infrastructure issues, and service outages.
- Compliance & Audits Support IT audits and compliance efforts by maintaining secure practices and accurate logs.
- Experience supporting and managing IAM platforms such as Okta, including Universal Directory, SSO, MFA, and application assignments.
- Familiarity with enterprise applications such as Microsoft 365, Intune MDM, Kandji, Microsoft Exchange, GSuite, Atlassian Jira/Confluence, Zoom, and Slack.
- Solid understanding of SAML, SCIM, and OAuth-based application integrations.
- Experience supporting macOS, Windows 10/11, and Linux environments.
- Ability to juggle multiple requests, 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.
- Competitive salary
- Work From Home
- Annual contractor bonus
- Comprehensive benefits package includes HMO for the contractor and immediate family
- Sick leave and paid time off
- Maternity/Paternity leave
- Internal training
- Opportunities for personal and professional growth within a supportive team
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