Support Desk Specialist

About the Role

ScalableOS provides specialized offshore staffing solutions for Tax, Accounting, and Managed Service Provider firms worldwide, acting as a seamless operational extension to drive efficiency. As a Support Desk Specialist, you will act as a senior technical escalation point responsible for managing complex issues, ensuring system performance, and maintaining security within a 24/7 service delivery environment.

Requirements

• The ideal candidate holds a Bachelor’s degree in Information Technology, Computer Science, or a related field, supplemented by at least two years of professional experience in an IT support, systems administration, or managed services environment.
• You must possess strong expertise in Microsoft 365 administration and support, including specific experience with Exchange Online, Teams, Intune, and Autopilot.
• Proficiency with Hyper-V virtualization and Citrix environments is essential, alongside a solid grasp of networking concepts like TCP/IP, DNS, DHCP, VPN, and Active Directory.
• Candidates should demonstrate excellent analytical and problem-solving skills, accompanied by strong verbal and written communication abilities.
• You should be comfortable mentoring junior engineers and working within a ticket-driven environment.
• Additionally, candidates must be available for rotating shift schedules including evenings, weekends, and holidays to accommodate a 24/7 coverage model.

Responsibilities

• You will be responsible for providing advanced technical support and serving as an escalation point for the Service Desk team to resolve complex issues.
• Your daily duties will involve troubleshooting Microsoft 365 environments, managing virtualization platforms such as Hyper-V, VMware, and VDI, and diagnosing backend application server incidents.
• You will act as a liaison with third-party vendors to resolve technical bottlenecks and maintain accurate client documentation and ticket updates.
• Beyond reactive support, you will conduct root cause analysis to prevent recurring issues and proactively recommend improvements to client infrastructure.
• You will also utilize RMM platforms for monitoring purposes, mentor junior staff members, and ensure that all technical work adheres to established operational procedures and change management standards.

Benefits & Perks

• The position offers a long-term, fully remote work-from-home arrangement.
• The role operates within a 24/7 service delivery model, with team members assigned to rotating shifts that include evenings, weekends, and holidays.