Technical Support Specialist

Job Summary:

We are seeking a seasoned Technical Support Engineer with hands-on experience in Windows/macOS environments, SaaS tools, and cloud services. The ideal candidate is customer-focused, solutions-driven, and capable of managing complex support scenarios in a fast-paced enterprise setting.

Key Responsibilities:

Provide technical support for Windows, macOS, and Linux systems
Troubleshoot hardware, software, and network issues with minimal supervision
Manage SaaS platforms including Google Workspace, Zoom, Slack, Atlassian (JIRA/Confluence), and Dropbox
Support onboarding activities: laptop provisioning, user setup, and technical orientation
Maintain and update IT documentation and knowledge base articles
Collaborate with vendors (e.g., Microsoft, AWS, SHI) to resolve escalated issues
Use PowerShell scripting for task automation and efficiency improvements
Assist in managing IT assets and lifecycle tracking
Support network infrastructure, including routers, switches, firewalls (Cisco Meraki)
Act as an escalation point during major incidents and contribute to post-incident reviews
Deliver training to end-users and help improve internal technical proficiency

Preferred Skills & Experience:

10+ years of experience in a technical support or systems role
Strong knowledge of Azure AD, Windows Server, and scripting (PowerShell)
Hands-on experience with AWS (Cloud Practitioner or Solutions Architect Associate certification preferred)
Proven ability to manage IT infrastructure, endpoint devices, and enterprise software
Exceptional communication and problem-solving skills

Certifications (Preferred):

AWS Certified Solutions Architect – Associate
AWS Certified Cloud Practitioner