IT Support Associate

We are a fast-growing SaaS company that is changing the FinTech application development (non-OMS) landscape.  We are looking for an IT Support Associate who has experience providing remote support for US-based users, with a strong aptitude for troubleshooting hardware and software issues (desktop and cloud applications). This is a heavy customer-support centered role. You will be the primary point of contact and triage for a small user base (under 50 users). A natural affinity for troubleshooting and resolving issues in a timely fashion and working with multiple vendors to achieve positive outcomes for our users are the keys to success in this role. Some basic systems administration duties will be required, with plenty of opportunity to expand your knowledge and improve your skillset.

This role reports into the CISO. You must enjoy working in a small, collaborative team that is focused on building a world-class application platform. If you are passionate about shaping the future of FinTech, this is the job for you.

Responsibilities:

●      Manage all IT incidents and service requests to completion.

●      Triage incidents, determine priority, and uphold SLA’s.

●      Utilize remote support tools to diagnose, troubleshoot and resolve end-user issues related to software, hardware, network, and peripherals.

●      User and group administration in Entra ID, including onboarding and offboarding.

●      Maintain accurate, timely, and comprehensive records of all incidents, requests, and actions taken in the IT ticketing system.

●      Collaborate with infrastructure and engineering teams to ensure smooth resolution of issues and a seamless user experience.

●      Assist with network-related issues, including connectivity, and Wi-Fi setups.

●      Uphold and enforce IT security policies and recommend enhancements as needed.

●      Design new and recommend improvements to existing user support processes.

Requirements:

Must Have:

●      Proven desktop & laptop (hardware, software & peripheral) troubleshooting experience in a remote-only environment.

●      Exceptional customer support skills with the ability to communicate technical concepts clearly to non-technical users in a professional services context.

●      Excellent written communication and documentation skills.

●      Work shift will be during US business hours.

●      Thorough understanding of Windows and Mac OS & Software.

●      Microsoft/Office 365, Azure AD/Entra ID, & Intune experience & administration.

●      Experience supporting users with enterprise applications such as the Microsoft Office Suite, video conferencing and communications applications.

●      Experience with IT incident management tools and systems.

●      Ability to manage time effectively, prioritize tasks, and meet deadlines.

●      A proactive approach to problem-solving with strong decision-making skills.

●      Experience with centrally managed software updates and security patching.

●      Strict adherence to data privacy and security standards.

●      3+ years of experience as a full-time IT professional.

●      2+ years of experience providing desktop support to an enterprise organization.

Nice to Have:

●      Previous experience working in a multicultural or international support setting.

●      PowerShell experience.

Education:

Bachelor’s degree in a relevant field of study, commensurate experience, or certifications.