Senior Technical Support Specialist

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

📋 Description

• You will be the engineer that our clients depend on when issues surpass the help desk's capabilities.

• The challenges presented to you will often lack straightforward solutions, frequently involving multiple systems and requiring careful thought before taking action.

• Some days may involve tracing an authentication issue across various identity providers, endpoints, and a SaaS application to identify the single misconfiguration causing the issue.

• Other days might require you to guide a credit union employee through a problem patiently and clearly, ensuring they understand what occurred and why.

• Our clients operate in diverse environments. Some are primarily cloud-based, while others are traditionally on-premises, with most being a combination of both.

• You will transition between these environments throughout the week, making strong foundational knowledge more crucial than deep expertise in any one product.

• The capacity to quickly learn a new platform and adapt your existing knowledge to a new context is one of the most valuable skills for this role.

⛳️ Requirements

• A few years of practical IT support experience, ideally including time spent at a help desk or service desk.

• Proficient understanding of Microsoft 365 administration, Active Directory, and Windows Server.

• Strong grasp of networking fundamentals, including DNS, DHCP, VLANs, and basic routing and switching.

• Familiarity with at least one virtualization platform and one cloud-based security or networking technology (specific vendors can be learned).

• Comfort in navigating uncertainty and a systematic approach to troubleshooting.

• Availability to work a 7-day rotating on-call schedule (currently every 6 weeks) for which we provide an additional $250 stipend.

• Excellent written and verbal communication skills, particularly when conveying technical concepts to non-technical individuals.

• The discernment to identify when to escalate issues and the discipline to document your attempts.

🏝️ Benefits

• Competitive compensation based on experience.

• Comprehensive benefits package including health, dental, and vision insurance.

• Funding for certification and training.

• Flexible work arrangement that includes a mix of remote and on-site opportunities.