Senior Support Technician

Senior Support Technician

Summary

We are seeking an experienced Senior Support Technician with at least 8 years of IT support experience. This role will focus on resolving complex support issues and contributing to IT projects that enhance our operations. The ideal candidate will have strong troubleshooting skills for both Mac and Windows with expertise in Microsoft 365, Entra, Azure, Intune, Google Workspace, Mosyle MDM, AWS, and various enterprise applications. Mid level networking knowledge around VPN configuration is a plus.

This is a 100% remote position.

Job Description & Duties

• Act as the highest escalation point for technical issues within the support team.
• Diagnose and resolve complex hardware, software, and networking issues.
• Provide advanced support for Microsoft 365, Entra, Azure, and Intune environments.
• Support and maintain Google Workspace environment 
• Manage and troubleshoot Mosyle MDM for Apple device management.
• Administer and support AWS infrastructure and cloud-based applications.
• Configure, monitor, and troubleshoot VPN connections and DNS records.
• Ensure timely resolution of IT tickets while maintaining high customer satisfaction.
• Participate in IT infrastructure projects, including system migrations, security enhancements, and cloud deployments.
• Implement and maintain security best practices across all systems.
• Assist in automating IT processes and improving system efficiencies.
• Work closely with cross-functional teams on IT projects, system upgrades, and technology implementations.
• Maintain detailed documentation of IT processes, troubleshooting steps, and system configurations.
• Train and mentor junior IT staff on advanced troubleshooting techniques and best practices.

Requirements

• 8+ years of experience in technical support roles.
• 5+ years of experience in advanced technical roles - Level 2 or 3, systems engineer etc.
• Expertise in Microsoft 365, Entra, Azure, Intune, and Mosyle MDM.
• Strong knowledge of VPN configuration, Email filtering and DNS
• Experience supporting Windows, macOS, and mobile device environments.
• Proficiency in PowerShell or other scripting languages for automation (preferred).
• Familiarity with IT security best practices, including MFA, endpoint protection, and compliance standards.
• Excellent problem-solving skills and ability to work independently on complex issues.
• Strong communication skills and ability to explain technical concepts to end users.
• Experience with DLP platforms are a plus
• IT certifications (such as Microsoft, AWS, or CompTIA) are a plus