Advanced Technical Support Specialist
2 days ago
Pacvue is the leading software suite for eCommerce advertising, sales and intelligence. We help some of the world's largest brands grow their business on Amazon, Walmart, Instacart and other marketplaces.
Our team is seeking an advanced technical support specialist to provide high-level technical assistance and maintain operational continuity across our systems, hardware and software platforms.
Key Responsibilities- Provide tier 2 support and escalated troubleshooting for complex issues including hardware, software, network and application problems.
- Manage and resolve incidents and service requests using ITSM tools ensuring proper documentation, ticket updates and timely communication with stakeholders.
- Configure, deploy and troubleshoot laptops, desktops, mobile devices (macOS, Windows, iOS, Android) and business-critical software.
- Administer user accounts, permissions and security groups across Active Directory, SSO platforms, SaaS applications and collaboration tools.
- Perform scheduled system checks, software installations, updates and patching to maintain compliance and system health.
- Contribute to internal documentation and support knowledgebase articles to improve resolution efficiency and promote self-service.
- 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.
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