Advanced Technical Support Specialist
16 hours ago
We are seeking an experienced 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.
- 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 (e.g., Jira Service Management), ensuring proper documentation, ticket updates, and timely communication with stakeholders.
- Hardware & Software Support — Configure, deploy, and troubleshoot laptops, desktops, mobile devices (macOS, Windows, iOS, Android), 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 (ISO, SOC 2, internal controls) by maintaining secure practices and accurate logs.
Requirements:
- 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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