Respond to and manage IT tickets raised via JIRA ITSM, Slack, and drive-bys per SLAs.
Provide exceptional customer service throughout the lifecycle of tickets.
Document troubleshooting steps with internal customers.
Provide remote support with on-site 2-3 days/week, occasional ad hoc.
Conduct new hire onboarding sessions remotely across locations/timezones.
Proactively support through monitoring, incident prevention, and IT best practices.

🎯 Requirements

3-5 years' experience diagnosing hardware/software/network issues
Extensive macOS and Windows experience
Jamf and Intune endpoint management
Okta and SSO identity management
Admin experience with Google Workspaces, Zoom, Slack, M365
Security fundamentals and awareness of SOC2/ISO 27001/NIST 800-171

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