IT Support Specialist
Core
First line of escalated IT support for employees across North America and Latin America, handling complex technical issues and identity administration to keep core platforms running.
Role type
IT Support Specialist (L2/L3)
Builds
Internal IT operations and user productivity for a globally distributed engineering firm
Domain
IT Operations / Enterprise Software Support
Deliverable
client delivery
Required skills
IT support ticket management, hardware/software troubleshooting, Microsoft 365 administration, Microsoft Entra ID (Azure AD) management, Exchange Online administration, SharePoint administration, Teams administration, MFA troubleshooting, knowledge base documentation
Preferred skills
Experience with macOS and Windows environments, ability to work autonomously, familiarity with SLA targets
Technologies
Slack, macOS, Windows, Microsoft 365, Microsoft Entra ID, Exchange Online, SharePoint, OneDrive, Teams
Responsibilities
Handle IT support requests via Slack covering routine and complex technical issues; Resolve hardware, software, connectivity, and account-related issues for remote employees; Triage, prioritize, and manage own ticket queue with minimal supervision; Escalate issues outside L2 scope with full context; Document resolutions and contribute to internal IT knowledge base; Manage user accounts, groups, and licenses in Microsoft Entra ID and Microsoft 365 admin center; Handle access requests, permission changes, and offboarding tasks across Exchange Online, SharePoint, OneDrive, and Teams; Troubleshoot MFA issues and assist users with account access problems
