Senior Technical Support Specialist

Role Objective

Provide specialized technical support to remote agents, ensuring optimal performance of VoIP platforms, video conferencing tools, Microsoft Cloud environments, and collaboration systems. The specialist will be responsible for resolving incidents, managing identities through Microsoft Entra ID, administering devices via Intune, and maintaining availability of Microsoft Cloud PC / VDI environments while applying security best practices and operational efficiency in a distributed environment.

Key Responsibilities

1. Remote Technical Support

• Diagnose and resolve hardware, software, network, and connectivity issues for remote users.
• Provide support for VoIP, VRI platforms, and remote desktop tools.
• Troubleshoot and support Microsoft Cloud PC and general VDI environments.
• Configure and optimize devices and software to ensure a seamless user experience.

2. Access Management & Security (Microsoft Cloud Environment)

• Administer identities, credentials, and permissions through Microsoft Entra ID (Azure AD).
• Manage Conditional Access policies, MFA, and identity protection controls.
• Administer corporate and BYOD devices using Microsoft Intune.
• Implement and monitor device compliance and security policies.
• Collaborate with IT teams to apply updates, patches, and security configurations in Cloud PC / VDI environments.

3. Incident Management

• Monitor and respond to support tickets, escalating complex issues when necessary.
• Document solutions and procedures in knowledge bases for future reference.
• Prioritize incidents based on impact and urgency in a fast-paced environment.
• Analyze trends related to Cloud PC, identity management, and device compliance incidents.

4. Tools Administration & Configuration

• Assist in implementing and configuring collaboration tools (Microsoft 365, Teams, etc.).
• Support and maintain Virtual Desktop Infrastructure (VDI) environments.

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• Perform performance and availability testing on critical systems.
• Participate in device deployment and automated provisioning through Intune.

5. Training & Communication

• Train non-technical users on VoIP tools, video conferencing platforms, and Cloud PC environments.
• Educate users on security best practices and proper use of corporate-managed devices.
• Communicate solutions clearly and empathetically, adapting to different technical skill levels.

6. Compliance & Continuous Improvement

• Ensure adherence to IT policies and security standards.
• Support compliance controls aligned with frameworks such as NIST, HIPAA, or ISO 27001 (as applicable).
• Propose improvements in support processes, identity management, and device administration to enhance team efficiency.

Skills & Requirements

Required Qualifications

Experience:

• 2+ years of IT support experience, preferably in fully remote environments.
• Proven experience administering Microsoft Entra ID.
• Hands-on experience managing devices with Microsoft Intune.
• Experience supporting Microsoft Cloud PC or general VDI environments.

Technical Skills:

• Strong knowledge of VoIP and video conferencing platforms.
• Administration of Microsoft 365 identities, groups, and role-based access.

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• Experience with Conditional Access policies and MFA.
• Ability to diagnose network issues (latency, jitter, packet loss, DNS, firewall).
• Experience managing device compliance and endpoint security.

Soft Skills:

• Strong communication skills with non-technical users.
• Self-management and ability to prioritize under pressure.
• Customer-service mindset with a focus on user experience.

Preferred Qualifications

• Certifications such as CCNA, CompTIA Network+, or ITIL Foundation.
• Microsoft certifications (MD-102, MS-102, AZ-104, or related).
• Experience with automation (PowerShell, basic scripting).
• Experience with cloud platforms (Azure, AWS).
• Basic cybersecurity knowledge (NIST, HIPAA, Zero Trust principles).

Work Conditions

• Work Mode: 100% Remote.
• Schedule: Flexible, with availability to support extended hours based on operational needs.
• Environment: Fast-paced, collaborative, and security-focused.

Key Attributes of the Ideal Candidate

• Proactive: Anticipates issues in Cloud and identity environments and proposes improvements.
• Resilient: Handles high demand and stress professionally.
• Detail-Oriented: Meticulously documents processes, policies, and solutions.
• Security-Minded: Understands the importance of identity protection, compliance, and data security in distributed environments.