We are currently looking for an
IT Senior Support Technician to join our team
Key ResponsibilitiesAdvanced Technical Support & Escalation- Serve as the final escalation point for complex hardware, software, and network issues.
- Diagnose root causes of recurring or systemic issues and implement permanent fixes, not just workarounds.
- Own and resolve the highest-priority and highest-impact tickets, coordinating with vendors and other departments as needed.
- Support and troubleshoot Office 365 applications at an advanced level, including custom configurations, conditional access, and integration issues.
Project & Process Ownership- Lead end-to-end projects such as onboarding/offboarding automation, and knowledge library development.
- Design and document IT processes and standards for the wider support team to follow, rather than only executing existing procedures.
- Partner with Manager of IT Support on architecture and tooling decisions, including input on vendor evaluations.
- Identify opportunities for automation and efficiency across the support function and drive implementation.
Onboarding and Offboarding- Coordinate with P&C to manage onboarding and offboarding processes, adhering to company security policies.
- Own the technical design of provisioning and deprovisioning workflows, including Entra ID and HiBob-driven automation.
- Prepare and provision hardware, software, and user accounts for new hires; audit and refine the process over time.
- Revoke access and recover company assets during offboarding, and troubleshoot exceptions Level 1/2 escalate.
System Administration & Security- Administer Microsoft Intune, Entra ID (Azure AD), Exchange, SharePoint, Teams, and Slack at an advanced administrative tier.
- Own periodic security log reviews and compliance measures for the support function; report findings to Andreu Gill's Cybersecurity & Compliance team where relevant.
- Lead patch management and vulnerability remediation planning, not just deployment.
- Conduct and improve IT asset inventory audit processes.
Network & Infrastructure- Configure and maintain network resources, including servers and critical infrastructure, in coordination with Global Network Infrastructure.
- Own advanced troubleshooting of LAN/WAN connectivity, TCP/IP, DNS, and firewall issues.
- Contribute technical input on network-related workstreams (e.g., DCG removal, UPN change) as needed.
Mentorship, Documentation & Training- Train and mentor Level 1 and Level 2 technicians on tools, applications, and troubleshooting best practices.
- Maintain detailed, high-quality documentation of solutions, technical processes, and systems for the knowledge library.
- Act as a subject-matter resource for the wider IT team on assigned systems and projects.
Required System Knowledge- Microsoft Intune, Entra ID (Azure AD), M365 Suite (Exchange, SharePoint, Teams), Slack Admin
- Jira, Confluence
- Microsoft Defender, Apple Business Manager, pfSense, 3CX
- Tailscale or comparable VPN administration
Required Technical Skills- Active Directory (AD): advanced user management, group policy design, and permissions structuring.
- Troubleshooting: diagnose and resolve complex, cross-system hardware, software, and network issues independently.
- Networking: LAN/WAN, TCP/IP, DNS, and firewall configuration and design.
- Software Support: advanced configuration and support for Office 365 and related enterprise tools.
- Project Management: able to scope, plan, and deliver IT process or infrastructure projects end to end.
Interpersonal and Professional Skills- Leadership: mentors junior technicians and sets an example for ticket quality and professionalism.
- Customer Service: delivers professional, empathetic support to users, including in escalated or sensitive situations.
- Communication: clearly conveys technical solutions and project updates in written and verbal formats, including to non-technical stakeholders.
- Ownership and Agility: operates with a high degree of autonomy and sound judgment in ambiguous situations.
Education and Experience- College diploma or degree in Computer Science, Information Technology, or related field.
- 5 to 8 years of experience in IT support, with demonstrated progression into more senior or project-owning responsibilities.
Preferred Certifications- CompTIA Security+
- Microsoft Certified: Azure Administrator Associate or Security Operations Analyst Associate
- CCNA or equivalent networking certification
- Microsoft 365 Certified: Enterprise Administrator Expert
