Senior IT Support Specialist

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

📋 Description

• Act as the primary escalation contact for complex 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 during 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, including account setup, access, and equipment distribution.

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

• Support Microsoft Intune operations, encompassing app deployment, patching, and endpoint policies in collaboration with Infrastructure.

• Develop and maintain knowledge base articles, runbooks, and instructional guides.

• Train the IT support team to enhance first-contact resolution rates.

• Manage incidents, requests, and problems, tracking ticket trends and ensuring SLA compliance.

• Identify recurring issues, conduct root cause analysis, and propose long-term solutions.

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

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

⛳️ Requirements

• Minimum of 5 years of experience in IT support, including managing escalated and complex issues.

• In-depth knowledge of Microsoft 365, Windows, and macOS.

• Proficiency in Active Directory and Entra ID, including user management, hybrid identity, and MFA.

• Practical experience with Microsoft Intune, specifically in app deployment, patching, and endpoint policies.

• Familiarity with supporting virtual desktop environments.

• Experience with ITSM platforms like Freshservice or ServiceNow.

• Exceptional written and verbal communication skills in English.

• Ability to articulate technical issues clearly to non-technical users, including senior executives and partners.

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

• Proven track record of producing clear, current, and accessible documentation for non-technical audiences.

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

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

• Must be available to work during US Eastern Time hours.

• Nice-to-have: Experience in a law firm or professional services setting.

• Nice-to-have: Experience with Nerdio or similar AVD management tools.

• Nice-to-have: Skills in PowerShell scripting.

• Nice-to-have: Experience in website hosting and administration, including DNS and domain management, SSL/TLS certificates, CMS administration, cloud or managed hosting, and CDN/WAF services like Cloudflare.

🏝️ Benefits

• 100% remote work opportunity.

• Full-time independent contractor arrangement.

• Work within a diverse and inclusive environment.

• Opportunity to collaborate with world-class talent and gain valued perspectives.