Senior Technical Support Engineer

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

📋 Description

• Delivering prompt, high-quality assistance to end users via remote support tools, acting as an escalation point for intricate or urgent issues.

• Independently assessing, investigating, and resolving technical problems while documenting findings, actions taken, and results in the ticketing system.

• Developing and maintaining both internal and user-facing documentation to enhance support efficiency, consistency, and self-service options.

• Training personnel on supported platforms and systems, emphasizing the effective and secure use of Microsoft 365 tools.

• Contributing to project-related initiatives within Microsoft 365 and other cloud environments, including implementation, testing, and process enhancements.

⛳️ Requirements

• 5-10 years of extensive, tier 2/3 IT support experience in M365, Windows, and Mac environments.

• Associate or bachelor’s degree in computer science, information technology, or a related discipline.

• Current and verifiable technical certifications such as Microsoft 365 Certified Endpoint Administrator Associate, Administrator Expert, or Security Operations Analyst Associate, CompTia A+, Security+, or equivalent.

• Advanced troubleshooting abilities, including root cause analysis, research, testing, and resolution of complex technical challenges.

• Strong knowledge of Microsoft 365 administration and the implications of tenant-level modifications on users, security, and organizational workflows.

• Experience with ticketing systems for tracking issues and documentation purposes.

• Capability to evaluate, investigate, and determine if messages are spam, phishing, or malicious, utilizing technical indicators, user context, and security best practices.

🏝️ Benefits

• Excellent benefits package