Senior IT Support Specialist

This is a fully remote position, open to applicants in Chile.

📋 Description

• Act as the primary escalation point for intricate or high-priority incidents and requests from the IT support team.

• Diagnose and resolve issues related to Microsoft 365, Windows, macOS, Azure Virtual Desktop, user access, and remote connectivity.

• Lead the response efforts for major incidents and communicate effectively with impacted users and stakeholders.

• Oversee the endpoint lifecycle, which includes provisioning, configuring, shipping, and maintaining laptops, mobile devices, and peripherals.

• Manage the onboarding and offboarding processes, covering account setup, access provisions, and equipment distribution.

• Administer Microsoft 365, Active Directory, and Entra ID, focusing on users, groups, licensing, MFA, and access requests.

• Support Microsoft Intune operations, including app deployment, patching, and endpoint policy implementation, in collaboration with the Infrastructure team.

• Develop and maintain knowledge base articles, runbooks, and instructional guides while training the IT support team.

• Manage incidents, requests, and problems; monitor ticket trends to ensure compliance with SLAs.

• Identify recurring issues, conduct root cause analysis, and propose permanent solutions.

• Discover opportunities to automate routine tasks and enhance self-service options, incorporating AI-driven tools.

• Assist the Security team with access reviews, device compliance, phishing reports, and data protection initiatives.

⛳️ Requirements

• A minimum of 5 years of experience in IT support, particularly in managing escalated and complex issues.

• Strong practical knowledge of Microsoft 365, Windows, and macOS platforms.

• Experience with Active Directory and Entra ID, particularly in user management, hybrid identity, and MFA.

• Hands-on experience with Microsoft Intune, including app deployment, patching, and endpoint policy management.

• Familiarity with supporting virtual desktop environments.

• Experience with ITSM platforms such as Freshservice, ServiceNow, or similar tools.

• Excellent written and verbal communication skills in English.

• Strong skills in troubleshooting, prioritization, and time management.

• Proven ability to create clear, current, and easy-to-follow documentation for non-technical audiences.

• Comfortable working asynchronously in a remote-first, distributed environment.

• Practical experience using AI tools to automate or expedite support tasks.

• Experience in a law firm or professional services environment is a plus.

• Familiarity with Nerdio or other AVD management tools is a plus.

• PowerShell scripting skills are advantageous.

• Experience with website hosting and administration, including DNS, domain management, SSL/TLS certificates, CMS administration, cloud or managed hosting, and CDN/WAF services such as Cloudflare is desirable.

🏝️ Benefits

• 100% remote work arrangement.

• Full-time independent contractor engagement.

• Remote-first, distributed work environment.