Senior Technical Support

Responsibilities

The role involves providing advanced technical support for hardware, software, and network issues while managing escalated problems within enterprise systems. The engineer will also monitor system performance, maintain technical documentation, and collaborate with various IT teams to ensure efficient service delivery.

Requirements

Candidates must have a bachelor's degree in a related field and at least 5 years of experience in technical support or systems administration. Strong proficiency in Windows environments, Microsoft 365, Active Directory, and enterprise networking is required.

Skills

• Technical Support
• Troubleshooting
• Windows
• MacOS
• Linux
• Microsoft 365
• Active Directory
• Network Connectivity
• VPN
• DNS
• DHCP
• TCP/IP
• Ticketing Systems
• System Administration
• Cloud Applications
• Cybersecurity

About this role

We are seeking an experienced Remote Senior Technical Support Engineer to provide advanced technical assistance, troubleshoot complex IT issues, and maintain reliable technology operations. The successful candidate will handle escalated technical problems, support enterprise systems, and work closely with IT infrastructure, engineering, and software teams to ensure efficient service delivery.
The ideal candidate should have extensive technical support experience, strong analytical skills, and the ability to resolve complex hardware, software, network, and system-related issues in a remote working environment.
Key Responsibilities
Provide advanced technical support for hardware, software, operating systems, and network-related issues.
Diagnose, troubleshoot, and resolve complex technical problems escalated by junior support staff or end users.
Monitor system performance and identify potential technical issues before they affect business operations.
Support Windows, macOS, and Linux operating environments.
Administer Microsoft 365, Active Directory, user accounts, permissions, and access controls.
Troubleshoot network connectivity, VPN, DNS, DHCP, TCP/IP, and remote access issues.
Manage and resolve support requests through ticketing systems such as ServiceNow, Jira, or Zendesk.
Assist with system installations, software configurations, updates, and security patches.
Support server environments, cloud applications, and enterprise IT infrastructure.
Maintain technical documentation, troubleshooting procedures, and knowledge-base resources.
Collaborate with cybersecurity, network, database, and infrastructure teams to resolve complex incidents.
Provide technical guidance and mentorship to junior technical support specialists.
Recommend improvements to IT support processes, system reliability, and user experience.
Ensure compliance with company IT policies, security standards, and data protection procedures.
Required Qualifications
Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or a related field, or equivalent professional experience.
5+ years of experience in technical support, IT operations, systems administration, or enterprise IT support.
Strong knowledge of Windows operating systems, Microsoft 365, and Active Directory.
Advanced troubleshooting skills across hardware, software, networking, and system environments.
Experience supporting enterprise networks, VPNs, remote desktops, and cloud-based applications.
Familiarity with IT service management and ticketing platforms.
Understanding of cybersecurity practices, endpoint protection, and access management.
Excellent communication, documentation, and problem-solving skills.
Ability to work independently and manage multiple technical priorities remotely.
Preferred Technical Skills
Microsoft Azure or AWS cloud environments.
Windows Server administration and Group Policy Management.
Active Directory, Entra ID, and Microsoft 365 administration.
Networking technologies including Cisco, Meraki, LAN/WAN, DNS, and DHCP.
Remote support tools such as TeamViewer, AnyDesk, and Remote Desktop.
IT service management platforms such as ServiceNow, Jira Service Management, or BMC Remedy.
PowerShell scripting and basic automation.
CompTIA Network+, Security+, Microsoft, or ITIL certifications.