Key responsibilities

• Service desk and SLAs

  • Provide professional IT support via Zendesk; triage, troubleshoot, and resolve tickets within agreed SLAs.

  • Manage and prioritize the support ticket queue using an SLA-driven approach, ensuring that highest to lowest priority tickets are responded to and resolved within agreed service levels. 

  • Maintain high CSAT, provide clear ticket communication, and timely escalations.

  • Identify opportunities for improvement and adopt automation and AI (such as Zendesk AI features, AI support assistants) to improve and accelerate the support workflow (for example to aide in triage and draft responses).

• Team Development

• Flexible and engaged in the adoption new tools and workflows, including AI-assisted support tools, as part of a continuously evolving IT environment.

• Endpoints and operating systems

  • Deliver in-depth desktop support for Windows and macOS.

  • Provision and manage devices using AutoPilot, Intune/Endpoint Manager, and Jamf/Mosyle.

  • Manage full laptop lifecycle: purchasing, replacements, warranty, returns, secure wipe/disposal, and accurate asset tracking (Workday).

• Identity, collaboration, and SaaS

  • Administer Microsoft 365, Entra ID (Azure AD), and Exchange Online; support Teams, SharePoint, OneDrive.

  • Support and manage onboarding/offboarding access provisioning, MFA, conditional access, and least-privilege practices.

  • Support additional cloud platforms such as Citrix ShareFile, Okta, and Zendesk.

• Mobile Device Management (MDM) through Microsoft Intune, Jamf and Mosyle.

• Network and remote access

  • Troubleshoot basic networking (DHCP, DNS, VPN, NAT, Wi‑Fi) and coordinate with network engineers/ISPs as needed.

• Security, compliance, and continuity

  • Follow security and privacy standards (e.g., ISO 27001, GDPR) and participate in security incident response and phishing triage.

• Document and maintain internal and user-facing knowledge base articles.

• Collaboration

  • Work effectively with a remote IT team across time zones; communicate proactively with stakeholders.

Education

• Bachelor’s degree in Computer Science, Information Systems, or equivalent experience.

• Relevant certifications are an advantage.

Experience

• 3+ years of hands-on IT support in a corporate environment.

• Strong experience with Windows and macOS support.

• Proven administration of Microsoft 365, Entra ID (Azure AD), Intune/Endpoint Manager, and device provisioning (AutoPilot).

• Mobile device management with Intune, Jamf, or Mosyle.

• Scripting/automation with PowerShell; experience with Power Apps/Logic Apps is highly desirable.

• Networking fundamentals (DHCP, DNS, VPN, NAT) and troubleshooting.

• Experience with major cloud/SaaS platforms (e.g., Okta, Citrix ShareFile, Zendesk) is a plus.

Key competencies

• Excellent customer service, communication, and stakeholder management.

• Comfortable adopting new tools and workflows, including AI-assisted support tools, as part of a continuously evolving IT environment.

• Methodical troubleshooting and problem-solving.

• Strong organization, prioritization, and time management; able to balance local and remote user needs.

• Ability to work independently and as part of a distributed team; proactive and accountable.