Job Description

The Role: Senior IT Specialist
As a Senior IT Specialist, you will serve as the first point of contact for employees experiencing technical issues. Leveraging your 5+ years of relevant experience in IT support and troubleshooting, your primary responsibility will be to provide timely and effective technical assistance, diagnose and resolve a wide range of IT problems, and ensure high levels of customer satisfaction.
You will apply your deep understanding of enterprise systems, hardware, and software to maintain operational continuity and contribute to process improvements. A Microsoft certification in Azure, Office 365, or other relevant technologies is required, demonstrating your proficiency in managing and supporting modern cloud-based and productivity solutions. Your ability to communicate clearly and empathetically will be key in delivering a seamless support experience across the organization.
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Key Responsibilities

• Customer Support: Provide technical assistance via phone, email, and chat.
• Issue Diagnosis & Resolution: Troubleshoot basic hardware and software problems.
• Incident Management: Log and track issues using a ticketing system.
• Escalation Handling: Escalate complex issues to L2/L3 support teams.
• Follow-Up: Ensure complete resolution and follow up with customers.
• Documentation: Maintain up-to-date technical documentation and service catalogues.
• Team Collaboration: Participate in team meetings and contribute to knowledge sharing.
• Technical Expertise:

• Proficient in Microsoft 365, Azure, Intune, and virtual machines (VMs).
• Experience managing issues in AWS and Azure environments.

Qualifications

• Education: Bachelor's degree.
• Experience: Prior experience in technical support or customer service roles.

Skills

• Strong problem-solving and troubleshooting skills.
• Knowledge of networking, firewalls, and cloud security best practices.
• Excellent verbal and written communication abilities.
• Ability to work independently and manage multiple tasks efficiently.
• Customer-focused with strong interpersonal skills.
• Basic understanding of networking concepts.
• Proficient in Windows, Linux, and macOS operating systems.
• Experience with ticketing systems such as ServiceNow and Service Desk, Zoho.
• Skilled in using remote desktop tools.
• Solid grasp of fundamental IT concepts and terminology.
• Effective time management and organizational skills.
• In-depth knowledge of Office 365, Azure, VMs, Intune, and antivirus solutions.
• Integration Monitoring: Utilize Azure Monitor, Log Analytics, and Application Insights to track and resolve integration issues.
• Automation & Scripting: Use PowerShell and other scripting tools to automate tasks and enhance support efficiency.
• Azure API Management: Support and troubleshoot APIs published via Azure API Management, including policy configuration, throttling, and authentication.
• Cross-Team Collaboration: Work closely with development, DevOps, and cloud teams to ensure seamless integration and deployment of services.

Working Conditions

• Shift Work: May require working in shifts to provide 24/7 support.
• Working from the office

Simeio is an equal opportunity employer. If you require assistance with completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to any of the recruitment team at recruitment@simeio.com or +1 404-882-3700.
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