Senior IT Support & Endpoint Specialist

What You Will Do

• Own the Tier 1 and Tier 2 IT ticketing queue using platforms such as Jira Service Management or Zendesk, triaging and resolving complex user escalations within SLA targets.
• Administer Google Workspace and Microsoft 365 environments — inboxes, aliases, distribution groups, access routing, and license assignments.
• Manage hardware lifecycles and push security policies via MDM platforms such as Microsoft Intune, Jamf, or Kandji to enforce compliance across remote and on-site endpoints.
• Troubleshoot complex OS-level issues on macOS and Windows 11, including network, VPN, printer, and application-layer problems.
• Execute documented onboarding and offboarding security playbooks — provisioning and deprovisioning user accounts, hardware, and access across enterprise systems.
• Maintain and update internal IT knowledge-base documentation, runbooks, and troubleshooting guides.
• Collaborate with international IT managers during daily check-ins to prioritize backlogs, report metrics, and escalate systemic issues.

What We’re Looking For

• 2–4 years of corporate IT support or systems administration experience in a fast-paced environment.
• Hands-on experience with at least one enterprise MDM platform (Microsoft Intune, Jamf, or Kandji) for device enrollment, policy management, and remote troubleshooting.
• Proficiency administering Google Workspace and/or Microsoft 365, including user lifecycle management and group policies.
• Strong troubleshooting skills across macOS and Windows 11, including networking, VPN, and application-layer issues.
• Ability to strictly follow documented onboarding/offboarding security playbooks with zero deviation.
• A highly empathetic, patient, and professional communication style — you are the face of IT for the people you support.