Senior IT Support Specialist

2 weeks ago

Cambridge, United States 24M Technologies Full time

Senior IT Support Specialist:

We are seeking a dynamic and experienced Senior IT Support Specialist to join our support team. This role is ideal for an individual who excels in advanced IT support and is eager to take on higher-level responsibilities, driving both personal growth and team success. The Senior IT Support Specialist will serve as the key escalation point for complex issues, contribute to the development of IT processes, and engage in both end-user support and advanced infrastructure tasks. This position offers the opportunity to assist with the management of both on-premises and cloud-based systems, perform server and network maintenance, and actively participate in strategic IT and security initiatives.


Key Responsibilities:


  • Advanced End-User Support: Deliver all levels of end-user support, including new PC builds, hardware/software troubleshooting, and mobile device management.
  • Escalation Expert: Act as the senior escalation point for the support team, providing expert troubleshooting, guidance, and resolution for complex technical issues.
  • Advanced Technical and Security Support: Provide comprehensive support for hardware, network, and software troubleshooting, maintenance of server systems (e.g., VMware, Windows Server, Hyper-V, SQL, etc.), and basic to intermediate network service operations.
  • Network and Security Management: Assist with maintenance of firewalls, manage network modifications for switches, routers, and firewalls, and ensure network performance optimization.
  • Server and Cloud Management: Perform server maintenance, manage on-premise and cloud services (e.g., Active Directory, EntraID), and utilize Microsoft Intune for device management and security.
  • Security-Focused IT Process Development: Contribute to the development and documentation of IT processes, ensuring they are secure, efficient, and repeatable.
  • Continuous Improvement: Drive initiatives aimed at improving IT processes and systems, with a focus on enhancing security, contributing to the overall efficiency and effectiveness of the IT department.
  • Reporting and Documentation: Prepare and present detailed reports on network operations, server health, and other IT metrics.
  • IT Administrative Tasks: Handle other IT administrative tasks as required.
  • Standby and Off-Hours Support: As needed, provide standby support and join calls outside of business hours.
  • Additional Responsibilities: Perform other duties and responsibilities as assigned.
  • Security-Focused Mindset: Proactive and eager to expand skillset into higher-level sysadmin and network admin tasks, with a strong focus on security and continuous learning.
  • Process Development: Ability to assist with the development of secure processes that ensure consistent and efficient IT operations.
  • Growth-Oriented: Proactive and eager to expand skillset into higher-level sysadmin and network admin tasks, with a strong desire for continuous learning and development.
  • Problem-Solving: Proven ability to tackle complex technical and security challenges, independently drive projects to completion, and seek out opportunities for improvement.
  • Technical Proficiency and Expertise: Deep understanding of computer systems, mobile devices, and a broad range of tech products with a focus on secure configurations. Proficiency in Microsoft tools and the Microsoft 365 stack; familiarity with Meraki, Hyper-V, VMware, and Windows Server; experience with Cisco and Palo Alto firewalls preferred; knowledge of Linux, routing protocols, and OT networking is a plus.
  • Comprehensive IT Knowledge: Expertise in both on-premise and cloud services, including Active Directory (AD) and Entra; experience with Microsoft Intune for secure device management.
  • Collaboration: Strong team player with a positive, collaborative mindset.
  • Organizational Skills: Excellent organizational abilities, capable of managing multiple projects and tasks simultaneously.


Required Experience:


  • Education: Bachelor’s degree in Information Systems, Information Technology, Computer Science, or related field preferred.
  • Experience: 3-5 years of IT support experience, ideally within a Managed Service Provider (MSP) environment.
  • Certifications: Relevant certifications such as MCSE, CCNA, CompTIA Network+, and CompTIA Security+ are highly desirable.

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