Advanced Technical Support Specialist
1 week ago
This role involves providing advanced technical support, escalated troubleshooting, and assisting in maintaining operational continuity across our systems, hardware, and software platforms.
">As a member of the Corporate IT team, you 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. Perform root cause analysis and implement permanent solutions.">
- 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.">
- ">
- 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 with potential annual performance-based increases.">
- Work From Home option.">
- Annual contractor bonus.">
- Comprehensive benefits package includes HMO for the contractor and immediate family (spouse and children).">
- Sick leave and paid time off after three months.">
- Maternity/Paternity leave (applicable after six months).">
- Internal training opportunities.">
- Personal and professional growth within a supportive team.">
Join us as an ITSD Technical Support Specialist and contribute to delivering exceptional technical support experiences to our users.
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