Sr. IT Support Specialist

Job Description

Making a career change is a big decision. Why consider Aptos

Become a part of a team that is passionate about creating and delivering cutting-edge solutions for retailers worldwide. At our company, were dedicated to supporting your career aspirations and helping you exceed your goals. Youll benefit from industry-leading training, global development opportunities, and the chance to collaborate within a diverse culture across our offices in nine countries. Our inclusive culture reflects our purpose: to make a difference for every colleague, every client, every day.

As a leading provider of Unified Commerce solutions for retail, our technology empowers top retail brands by optimizing product management, promotions, merchandising, and store operations. With the global shift toward our cloud-native, microservices architecture, opportunities for career growth have never been more exciting. Today, more than 100,000 retail stores in fashion, grocery, footwear, general merchandise, discount, and sporting goods rely on our solutions to generate nearly $2 trillion in annual revenue.

We hope youll join us in driving innovation and delivering impactful solutions as we continue leading the Unified Commerce revolution.

Position Overview

We are seeking a highly skilled and motivated IT Support Specialist to join our IT team. This senior-level role is responsible for managing, maintaining, and supporting IT systems and infrastructure across the organization. The successful candidate will be well-versed in desktop support, server administration, cloud services, network troubleshooting, and endpoint management, with a strong focus on delivering exceptional IT service to end-users.

Key Responsibilities

- Provide first- to third-line technical support across desktop, server, and cloud environments.
- Manage procurement, configuration, deployment, and lifecycle of IT hardware and software.
- Administer and support Microsoft 365, Intune, Jamf, Okta, and related enterprise IT platforms.
- Maintain IT infrastructure including servers, networking equipment, and cloud-based services.
- Monitor and maintain IT ticket queues, ensuring adherence to internal service level agreements (SLAs).
- Support user onboarding and offboarding processes (hardware setup, account provisioning, access configuration, etc.).
- Assist in IT projects such as system upgrades, migrations, deployments, and asset inventory updates.
- Troubleshoot and resolve issues with Windows, macOS, mobile devices, peripherals, VPN, and conferencing systems.
- Provide hands-on and remote support to local and remote staff.
- Participate in after-hours on-call support on a rotational basis.
- Document IT procedures, configurations, and technical solutions.
- Collaborate with cross-functional teams and escalate complex issues when necessary.
- Ensure compliance with internal IT policies and security protocols.

Required Qualifications & Experience

- 5+ years of experience in IT support across both office-based and remote environments.
- Strong experience with:
- - Windows and macOS systems
- - Mobile device management (MDM)
- - Multi-function printers (MFPs) and peripherals
- - Microsoft 365 Suite (Teams, Outlook, SharePoint, etc.)
- - Intune and Jamf for device management
- - Okta (SSO, MFA)
- - Client VPN support
- - Atlassian Jira and Confluence
- - Active Directory (on-premises and/or Azure AD)
- Proficient in managing ticketing systems (JIRA) and maintaining service performance metrics.
- Excellent troubleshooting and analytical skills.
- Strong communication and interpersonal skills with a customer-focused mindset.
- Ability to work independently and manage priorities in a fast-paced environment.
- Experience working in a hybrid/remote team setup.

Preferred Qualifications (Good To Have)

- Experience with cloud infrastructure platforms (e.g., AWS, Azure).
- Relevant industry certifications are a plus, including:
- - CompTIA A+, Network+, Server+
- - Microsoft certifications (MCP, MCSA, MS-102, AZ-104)

Work Environment

- In-office presence required based on business needs.
- Occasional travel may be required.
- Participation in on-call rotation for after-hours support.

Why Join Us

Youll be joining a dynamic team where your technical skills and proactive support mindset will have a direct impact on business operations. This role offers professional growth opportunities, the chance to work with modern technologies, and the ability to shape IT practices in a collaborative environment.

We offer a competitive total rewards package including a base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. By submitting an application for this job, you acknowledge that any personal data or personally identifiable information that you provide to us will be processed in accordance with our Candidate Privacy Notice.