Senior IT Support Specialist

Job Description

This is a remote position.

Job Overview

As a Senior IT Support Specialist, you will drive seamless IT operations by combining hands-on foundational support—including daily user requests, onboarding/offboarding workflows, asset management, and procurement logistics—with advanced system administration, AI-driven productivity tools, and complex troubleshooting.

You will serve as a senior technical escalation point and act as the primary point of contact (POC) in the absence of the IT Consultant or IT Manager, taking immediate ownership of urgent requests and high-impact incidents.

Job Responsibilities

Technical Support, Requests & Incident ManagementProvide comprehensive Level 1, Level 2, and Level 3 technical support to internal users via phone, email, chat, or in person.Handle day-to-day IT service requests, ticket fulfillment, and troubleshooting for hardware, software, and network connectivity.Act as the primary point of contact (POC) during the absence of the IT Consultant or IT Manager, managing urgent requests, high-impact incidents, and critical escalations.Coordinate incident response, drive resolution efforts, and communicate updates to stakeholders during operational bottlenecks or system outages.Document support activities, solutions, and procedures to continuously improve and maintain the team knowledge base. System Administration, AI & AutomationAdminister, configure, and maintain core enterprise environments, including Microsoft ecosystems, Zoho Workplace, Sophos security tools, and similar operational platforms.Manage user permissions, system policies, directory services, and security hardening across cloud and on-premise environments.Leverage AI tools and automation platforms to streamline repetitive IT support tasks, optimize ticket routing, automate onboarding processes, and enhance self-service capabilities. User Lifecycle & Device ManagementExecute end-to-end user account management, including onboarding, offboarding, password resets, and access control.Configure, deploy, and maintain IT devices, including laptops, desktops, mobile devices, and peripherals.Support endpoint management activities, including software updates, patch management, and compliance checks.Enforce enterprise security policies, including EDR/antivirus deployment, device encryption, and user security awareness. Procurement, Logistics & Asset ManagementOversee the complete procurement and logistics process for IT equipment and peripherals, including vendor coordination, purchasing, and shipping/delivery tracking.Maintain an accurate and up-to-date IT asset inventory, tracking assignments, transfers, and decommissions throughout the asset lifecycle.Monitor equipment condition and coordinate repairs, warranty claims, and replacements as required.Prepare regular reports on asset utilization, procurement status, and inventory updates for management. Departmental ContributionsContribute to a positive department image by demonstrating professionalism, adaptability, integrity, teamwork, and mutual respect.Provide recommendations and proactive suggestions to improve the overall performance and efficiency of the department and company.

Requirements

Must-Haves

Experience

Minimum 4–6 years of experience in IT support, helpdesk operations, or system administration.Experience combining foundational Level 1/2 support with advanced troubleshooting and technical escalation.

System Administration

Hands-on experience managing and administering Microsoft environments, including Microsoft 365 and Azure AD/Entra ID.Experience with Zoho Workplace.Experience with enterprise security tools such as Sophos or similar EDR/antivirus platforms.

Operational Skills

Experience managing user onboarding/offboarding workflows.Experience with IT asset inventory and lifecycle management.Experience handling IT procurement, vendor coordination, and logistics.

Core Competencies

Strong knowledge of networking and connectivity troubleshooting.Strong hardware diagnostics and endpoint management skills.Understanding of IT security, compliance, and endpoint protection.

Good-to-Haves

Certifications

Microsoft Certified: Modern Desktop Administrator AssociateCompTIA Network+CompTIA Security+ITIL Foundation

Automation & AI

Experience developing scripts using PowerShell or Python.Experience using workflow automation tools and AI assistants to improve IT processes and productivity.

Vendor & Incident Management

Experience with vendor management and software licensing.Experience handling major incidents and technical escalations.Previous experience acting in a senior escalation, team lead, or proxy-management capacity.

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