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IT Senior Support Specialist

4 hours, 22 minutes ago
Mexico, United States
Contract
Senior
Technical Support Engineer
DevOps and Infrastructure
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 for laptops, mobile devices, and peripherals.
  • Run onboarding and offboarding, including account setup, access provisioning, and equipment management.
  • Administer Microsoft 365, Active Directory, and Entra ID, including users, groups, licensing, MFA, and access requests.
  • Support Microsoft Intune app deployment, patching, and endpoint policies.
  • Create documentation, runbooks, and training materials to improve first-contact resolution.
  • 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 working knowledge of Microsoft 365, Windows, and macOS.
  • Experience with Active Directory and Entra ID, including user management, hybrid identity, and MFA.
  • Hands-on experience with Microsoft Intune, app deployment, patching, and endpoint policies.
  • Experience supporting virtual desktop environments.
  • Experience with ITSM platforms such as Freshservice, ServiceNow, or similar.
  • Excellent spoken and written English communication skills, including explaining technical issues to 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 with AI support tools, law firms or professional services, Nerdio/AVD tools, PowerShell, or website hosting technologies is preferred.

Benefits

  • 100% remote work arrangement.
  • Full-time independent contractor position.
  • Remote-first work supporting a distributed workforce.
  • Posting supports US Eastern Time working hours.
  • Inclusive work environment that values diverse perspectives.

Interested in this position?

Apply directly on the company website

Apply Now

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