IT Specialist providing advanced IT support for Windows and macOS systems in a hybrid environment. Managing endpoints, onboarding, and ensuring compliance with security standards.
Responsibilities
Provide advanced IT support for Windows and macOS systems in a hybrid (onsite + remote) environment.
Manage endpoints through Kandji and Intune, including configuration, patching, and compliance enforcement.
Administer Microsoft 365/O365 services (Exchange Online, Teams, SharePoint, OneDrive).
Handle Freshservice tickets and escalations with a focus on timely, high-quality resolutions.
Manage employee onboarding and offboarding, including account provisioning, device setup, and access control.
Support Microsoft Entra ID for user management, MFA, and SSO.
Perform endpoint patching, security updates, and health checks across the managed fleet.
Collaborate with Tier I staff and escalate complex issues to Infrastructure or Engineering as needed.
Provide support for conference room AV systems, Zoom/Teams meeting setups, and executive presentations.
Assist with light network troubleshooting (connectivity, Wi-Fi, VLAN, or DHCP issues as escalated).
Participate in weekly queue reviews, prioritization meetings, and ticket trend analysis to improve service quality and reduce repeat incidents.
Ensure all support activity adheres to internal SLAs, documenting actions clearly within Freshservice.
Follow established security and privacy standards in handling company data, in line with CYDERES’ SOC 2 and ISO 27001 frameworks.
Contribute to endpoint hardening, IT security initiatives, and process documentation.
Maintain and expand the IT knowledge base with troubleshooting steps and configuration standards.
Requirements
3–5 years of IT support experience (Tier II/III level).
Strong knowledge of Windows 10/11 and macOS.
Proven experience with Kandji and Microsoft Intune MDM solutions.
Proficiency in Microsoft 365 administration (Exchange, SharePoint, Teams).
Experience with Freshservice or other ITSM platforms.
Working knowledge of Microsoft Entra ID for identity and access management.
General understanding of network fundamentals (TCP/IP, DNS, DHCP, Wi-Fi).
Excellent communication, documentation, and customer service skills.
Familiarity with SOC 2, ISO 27001, or PCI DSS compliance environments.
Certifications- CompTIA A+ and Network+ or Microsoft 365 Certified: Modern Desktop Administrator Associate
Benefits
Medical Insurance - Employee + dependents covered
Life Insurance - Protection for what matters most
Hybrid Work Model - 2–3 days in office
Maternity & Paternity Leave - Time for the moments that matter
Paid Time Off - PTO + sick & casual leave
Bereavement & Volunteer Time - Give back to your community
Professional Development - Reimbursement program
LinkedIn L&D Platform - Thousands of courses at your fingertips
Mobile Phone Reimbursement - Stay connected, on us
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