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IT Senior Support Specialist

4 hours, 57 minutes ago
Costa Rica
Contract
Senior
Technical Support Engineer
DevOps and Infrastructure
Active Directory Cloudflare DNS macOS PowerShell WordPress
Apply Now
Sterlington

Sterlington

Sterlington is an international virtual law firm specializing in sophisticated transactional and litigation work, as well as legal contract outsourcing, with notable expertise in handling complex cases such as crypto bankruptcy and significant loan res...

Specialized Consumer Services
51-250
View All Jobs 17

Description

  • Serve as the escalation point for complex and high-priority IT incidents and requests.
  • Troubleshoot Microsoft 365, Windows, macOS, Azure Virtual Desktop, access, and remote connectivity issues.
  • Lead major-incident response and communicate with affected users and stakeholders.
  • Manage the endpoint lifecycle, including provisioning, configuration, shipping, and maintenance.
  • Coordinate onboarding and offboarding, including account access and equipment setup.
  • Administer Microsoft 365, Active Directory, and Entra ID users, groups, licenses, MFA, and access requests.
  • Support Microsoft Intune app deployment, patching, and endpoint policies.
  • Create documentation, runbooks, and training materials for the IT support team.
  • Manage incidents, requests, problems, ticket trends, and SLA performance.
  • Perform root-cause analysis, recommend permanent fixes, and identify automation and self-service opportunities.

Requirements

  • 5+ years of IT support experience handling escalated and complex issues.
  • Strong knowledge of Microsoft 365, Windows, and macOS.
  • Experience with Active Directory and Entra ID, including user management, hybrid identity, and MFA.
  • Hands-on Microsoft Intune experience with app deployment, patching, and endpoint policies.
  • Experience supporting virtual desktop environments.
  • Experience with Freshservice, ServiceNow, or a similar ITSM platform.
  • Excellent written and spoken English communication skills, including communication with nontechnical users and executives.
  • Strong troubleshooting, prioritization, time management, and documentation skills.
  • Comfort working asynchronously in a distributed, remote-first environment and during US Eastern Time hours.
  • Experience using AI tools for support automation; law firm or professional services experience, Nerdio/AVD, PowerShell, or website administration experience is preferred.

Benefits

  • 100% remote work environment.
  • Full-time independent contractor arrangement.
  • Work with a distributed team supporting a full-service law firm.
  • Inclusive workplace that values diverse perspectives.

Interested in this position?

Apply directly on the company website

Apply Now

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