Location: Remote (USA – EST time zone)

Contract Duration: 12 months (high probability of renewal)

Level: Senior (9+ years experience)

Role Overview We are seeking an experienced Senior Technical Support Specialist to provide advanced technical support across Microsoft-based environments. This role will focus on resolving complex technical issues, supporting end users and systems, and ensuring a high level of service delivery in a fast-paced, remote setting.

The ideal candidate is highly technical, customer-focused, and comfortable working independently while collaborating with distributed teams.

Key Responsibilities

• Provide Tier 2 and Tier 3 technical support for Microsoft environments
• Diagnose, troubleshoot, and resolve complex hardware, software, and system issues
• Support Windows OS, Microsoft 365, Azure, Active Directory, and related technologies
• Manage incident resolution, escalation, and root cause analysis
• Work closely with infrastructure, security, and application teams to resolve issues
• Maintain accurate documentation, knowledge articles, and support procedures
• Ensure adherence to SLAs and deliver a high standard of customer service
• Identify recurring issues and recommend long-term solutions and improvements

Required Skills & Experience

• 9+ years experience in a Senior Technical Support / IT Support role
• Strong hands-on experience with Microsoft technologies (Windows, M365, Azure, AD)
• Experience supporting remote users across multiple time zones
• Solid understanding of networking fundamentals (DNS, DHCP, TCP/IP)
• Strong troubleshooting and problem-solving skills
• Excellent communication skills with the ability to explain technical concepts clearly
• Ability to work independently in a fully remote environment

Qualifications

• Microsoft certifications (e.g. Microsoft 365, Azure, Windows Server) highly advantageous
• Relevant IT qualification or equivalent practical experience