Tier 2 IT Support & Automation Specialist (100% Remote)

Summary:

We are hiring a Tier 2 IT Support & Automation Specialist with deep experience operating secure access, VOIP/contact center platforms, modern device provisioning, and cross‑tool automation. You will be the point of escalation for complex incidents, own Zscaler administration, manage Storm Studio/Talkdesk call flows, and design reliable automations across our core stack: Jira, Google Workspace, Microsoft 365, Intune/Autopilot, NinjaOne, SentinelOne, Snipe-IT, Airtable, Make.com, n8n, Zabbix, AWS, 1Password, HubSpot, Mailgun, QuickBooks Time (TSheets), Monday.com, and internal tools (QA ProdTool CredSimple).

Responsibilities:

• • Tier 2 Escalations and SLA Ownership
  • Act as the L2 escalation point across endpoints, identity, networking, VOIP, and SaaS; drive incidents to resolution within SLA, document RCA, and maintain runbooks/KB.
  • Zscaler Administration
  • Operate and troubleshoot ZIA/ZPA: policy design, SSL inspection, PAC/Client Connector, forwarding profiles, App Segments, connectors/tunnels, SSO/IdP integration, and log/ZDX analysis.
  • VOIP/Contact Center
  • Administer Storm Studio, RingCentral, and Talkdesk: IVR/flow design, business hours/holiday sets, skills/queues, callback, QA/recording, reporting, and API/webhook integrations.
  • Device Provisioning and Security
  • Lead Windows Autopilot and macOS zero‑touch deployments via Intune/Jamf/Addigy; enforce baselines (BitLocker/FileVault, AV/EDR, firewall, disk encryption, compliance).
  • Manage endpoint posture with NinjaOne (RMM) and SentinelOne (EDR); standardize build profiles and post‑provisioning automations.
  • Productivity and Identity Platforms
  • Administer Google Workspace and Microsoft 365: user/group/OU management, mail flow, DLP, transport rules, SPF/DKIM/DMARC, and identity/SSO integrations.
  • Manage 1Password for enterprise secrets and access hygiene.
  • ITSM and Work Management
  • Operate Jira Service Management for request types, workflows, SLAs, and automation; collaborate within Monday.com boards for cross‑team delivery.
  
  
  • Asset and Finance‑adjacent Systems
  • Maintain Snipe‑IT for asset lifecycle and reconciliations; support QuickBooks Time (TSheets) integrations and data integrity with HR/Finance as needed.
  • Sales/Marketing Integrations
  • Support HubSpot and Mailgun integrations for operational automations, ensuring deliverability, suppression handling, and compliance.
  • Monitoring and Infra
  • Build and maintain Zabbix monitoring for endpoints/services; basic AWS operations (IAM, S3, EC2 fundamentals) for internal apps and automation backends.
  • Automation and Internal Tools
  • Design, build, and maintain workflows in Make.com and n8n across Jira, VOIP, identity, email, and internal systems (ProdTool), with robust error handling, retries, idempotency, alerts, and metrics.
  • Maintain Airtable schemas used for operational data and pipeline orchestration.

Requirements:

• 3+ years in IT support with 1–2 years in Tier 2/escalation roles.
• Proven hands‑on with:
• Nice to have: HubSpot/Mailgun operational experience; QuickBooks Time (TSheets) admin; Monday.com automation; 1Password enterprise policies; experience with ProdTool or similar internal tool ecosystems.
• Scripting in PowerShell, Bash, or Python for task automation.
• Excellent communication, documentation, and cross‑functional collaboration.

What we offer:

• Competitive salary and benefits.
• Growth in secure access, VOIP/contact center tech, and automation at scale.
• Remote‑first culture focused on measurable reliability, security, and SLA performance.
• Direct impact across company‑wide automations and IT operational excellence.

About Bold Business:

Bold Business is a US-based global business process outsourcing (BPO) firm with over 25 years of experience and $7B+ in client engagements. We help fast-growing companies scale through smart talent strategies, automation, and technology-driven solutions.

Bold Business recruiters always use a “@boldbusiness.com” email address and/or from our Applicant Tracking System, Greenhouse. Any variation of this email domain should be considered suspicious. Additionally, Bold Business recruiters and authorized representatives will never request sensitive information in email or via text.