Senior Information Technology Support Engineer

Our client is a rapidly scaling technology firm at the

forefront of financial services. With a focus on innovation and exceptional

service, they disrupting the fintech landscape and transforming

the way users interact with services. As they

expand our global footprint, we are seeking a talented and experienced

Senior IT Support Professional to join their remote team and provide world-

class support to their international customer base

Position Summary:

The Senior IT Support Professional is a critical role responsible for delivering

exceptional end-to-end IT support services to customers and internal

teams. This fully remote position requires extensive expertise in cloud

technologies, security, and a wide range of support disciplines, including

level 1-3 support, escalation management, and administration. You will play

a pivotal role in ensuring seamless operations, resolving complex technical

issues, and driving continuous improvement in support processes.

Key Responsibilities:

- Provide expert-level technical support across multiple platforms,

applications, and cloud environments, addressing a wide range of issues and

inquiries from internal teams and external customers.

- Act as an escalation point for complex technical issues, troubleshooting and

resolving problems through sound problem-solving skills, research, and

collaboration with cross-functional teams.

- Administer and maintain cloud infrastructure, servers, databases, and

network systems, ensuring optimal performance, security, and availability.

- Leverage scripting skills (PowerShell, SQL) to automate routine tasks,

enhance system efficiency, and streamline support processes.

- Manage and prioritize support tickets through ticketing systems, ensuring

timely resolution and clear communication with stakeholders.

- Stay up-to-date with emerging technologies, industry trends, and best

practices in IT support, cloud computing, and cybersecurity.

Qualifications:

- Bachelor's degree in Computer Science, Information Technology, or a

related field, or equivalent work experience.

- Minimum of 5 years of experience in IT support roles, with at least 3 years

in a senior or lead support capacity.

- Expertise in level 1-3 support, ticketing systems, escalation management,

and white-glove support methodologies

- Extensive experience with cloud technologies, including AWS, Google Cloud,

and Azure, as well as cloud security best practices.

- Strong proficiency in scripting languages, such as PowerShell and SQL, for

automation and system administration tasks.

- Excellent problem-solving, critical thinking, and analytical skills with the

ability to troubleshoot complex technical issues.

- Strong communication and interpersonal skills, with the ability to explain

technical concepts clearly to both technical and non-technical audiences.

- Familiarity with ITIL frameworks, service management processes, and

industry best practices.

- Ability to work independently in a remote environment and collaborate

effectively with global teams across different time zones.

- Proven ability to multitask, prioritize, and manage time effectively in a fast-

paced, dynamic environment.