
Expert Remote IT Support Specialist
18 hours ago
Job Overview
We are seeking experienced Technical Support Professionals to provide expert remote IT support with a focus on Microsoft 365, Azure AD/Active Directory, Intune device management, Exchange, and SharePoint.
Key Responsibilities
- Microsoft 365 & Collaboration
- Provide advanced support for Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint).
- Work with an Architect for Exchange Online and SharePoint Online migrations, including cut-over and hybrid scenarios.
- Device & Endpoint Management
- Configure and support Intune device enrollment, compliance policies, and app deployments for Windows, iOS, and Android endpoints.
- Administer on-prem AD and Azure AD: user lifecycle, group policies, authentication issues, and conditional access troubleshooting.
- Troubleshooting & Monitoring
- Diagnose and resolve Level 2 incidents remotely, minimizing downtime and ensuring system availability.
- Proactively monitor infrastructure via RMM tools and escalate systemic issues.
- Support & Triage Leadership
- Serve as the escalation point for Level 1 (Service Desk) tickets, providing triage guidance and knowledge-sharing to upskill junior technicians.
- Customer Engagement
- Deliver user-focused support with clear communication, set expectations, and ensure timely resolution.
- Compliance & Documentation
- Maintain precise records of incidents, fixes, and system configurations.
- Uphold asset-management and preventive-maintenance standards.
- Collaboration & Escalation
- Partner with Level 3 / Engineering teams on complex problems and root-cause analysis.
- Contribute to continuous improvement of knowledge bases and SOPs.
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