Tier 2 IT Operations & Automation Associate (100% Remote)

Summary: We are seeking a proactive Tier 2 IT Support Associate with strong troubleshooting skills and hands-on experience in workflow automation using tools like Make.com, Zapier, and APIs. This role will focus on providing escalated IT support, resolving technical issues efficiently, and building automation solutions to optimize internal workflows and reduce manual effort.

The ideal candidate combines excellent end-user support expertise with a passion for automation, scripting, and process improvement.

Responsibilities:

• Act as the Tier 2 escalation point for IT support, handling complex technical issues unresolved by Tier 1.
• Provide support for Windows, macOS, cloud services (Google Workspace, Office 365), and enterprise applications.
• Design, implement, and maintain automation workflows using Make.com, Zapier, APIs, and scripts.
• Troubleshoot API integrations and support custom workflows between SaaS platforms.
• Manage helpdesk tickets: track, resolve, and document escalated incidents in a timely manner.
• Collaborate with cross-functional teams to identify opportunities for automation and process optimization.
• Maintain IT knowledge base with solutions, workflows, and automation documentation.
• Support system updates, user provisioning, and application configuration.
• Assist in monitoring IT systems for performance, uptime, and security compliance.

Requirements:

• 3+ years of IT support experience, with at least 1–2 years in a Tier 2 support role.
• Strong knowledge of troubleshooting hardware, software, networking, and SaaS platforms.
• Hands-on experience with Make.com, Zapier, or similar automation tools.
• Familiarity with basic APIs (REST, JSON) and ability to set up integrations.
• Scripting knowledge (e.g., PowerShell, Python, or Bash) is a plus.
• Excellent problem-solving, communication, and documentation skills.
• Experience with ticketing/helpdesk systems (e.g., Jira, Zendesk, Freshservice).
• Relevant IT certifications (CompTIA, ITIL, or cloud certifications) are a plus.

What we offer:

• Competitive compensation and benefits package.

• Opportunities for professional growth and technical certifications.

• Supportive and collaborative team environment.

• A chance to work with impactful technologies and contribute to the organization’s success.

About Bold Business:

Bold Business is a US-based global business process outsourcing (BPO) firm with over 25 years of experience and $7B+ in client engagements. We help fast-growing companies scale through smart talent strategies, automation, and technology-driven solutions.

Bold Business recruiters always use a “@boldbusiness.com” email address and/or from our Applicant Tracking System, Greenhouse. Any variation of this email domain should be considered suspicious. Additionally, Bold Business recruiters and authorized representatives will never request sensitive information in email or via text.