IT Senior Support Technician

Keel Infrastructure•Pittsburgh, PA

About The Position

Keel Infrastructure is seeking an IT Senior Support Technician to join their team. This role involves providing advanced technical support, owning IT projects and processes, managing onboarding and offboarding, administering systems and security measures, and contributing to network infrastructure. The ideal candidate will mentor junior technicians, maintain documentation, and act as a subject-matter expert. This is a hands-on role in a fast-moving, high-growth environment supporting AI and next-generation infrastructure.

Requirements

Microsoft Intune, Entra ID (Azure AD), M365 Suite (Exchange, SharePoint, Teams), Slack Admin
Jira, Confluence
Microsoft Defender, Apple Business Manager, pfSense, 3CX
Tailscale or comparable VPN administration
Active Directory (AD): advanced user management, group policy design, and permissions structuring.
Troubleshooting: diagnose and resolve complex, cross-system hardware, software, and network issues independently.
Networking: LAN/WAN, TCP/IP, DNS, and firewall configuration and design.
Software Support: advanced configuration and support for Office 365 and related enterprise tools.
Project Management: able to scope, plan, and deliver IT process or infrastructure projects end to end.
Leadership: mentors junior technicians and sets an example for ticket quality and professionalism.
Customer Service: delivers professional, empathetic support to users, including in escalated or sensitive situations.
Communication: clearly conveys technical solutions and project updates in written and verbal formats, including to non-technical stakeholders.
Ownership and Agility: operates with a high degree of autonomy and sound judgment in ambiguous situations.
College diploma or degree in Computer Science, Information Technology, or related field.
5 to 8 years of experience in IT support, with demonstrated progression into more senior or project-owning responsibilities.

Nice To Haves

CompTIA Security+
Microsoft Certified: Azure Administrator Associate or Security Operations Analyst Associate
CCNA or equivalent networking certification
Microsoft 365 Certified: Enterprise Administrator Expert

Responsibilities

Serve as the final escalation point for complex hardware, software, and network issues.
Diagnose root causes of recurring or systemic issues and implement permanent fixes.
Own and resolve the highest-priority and highest-impact tickets, coordinating with vendors and other departments.
Support and troubleshoot Office 365 applications at an advanced level, including custom configurations, conditional access, and integration issues.
Lead end-to-end projects such as onboarding/offboarding automation, and knowledge library development.
Design and document IT processes and standards for the wider support team.
Partner with Manager of IT Support on architecture and tooling decisions, including input on vendor evaluations.
Identify opportunities for automation and efficiency across the support function and drive implementation.
Coordinate with P&C to manage onboarding and offboarding processes, adhering to company security policies.
Own the technical design of provisioning and deprovisioning workflows, including Entra ID and HiBob-driven automation.
Prepare and provision hardware, software, and user accounts for new hires; audit and refine the process over time.
Revoke access and recover company assets during offboarding, and troubleshoot exceptions Level 1/2 escalate.
Administer Microsoft Intune, Entra ID (Azure AD), Exchange, SharePoint, Teams, and Slack at an advanced administrative tier.
Own periodic security log reviews and compliance measures for the support function; report findings to Andreu Gill's Cybersecurity & Compliance team.
Lead patch management and vulnerability remediation planning.
Conduct and improve IT asset inventory audit processes.
Configure and maintain network resources, including servers and critical infrastructure, in coordination with Global Network Infrastructure.
Own advanced troubleshooting of LAN/WAN connectivity, TCP/IP, DNS, and firewall issues.
Contribute technical input on network-related workstreams.
Train and mentor Level 1 and Level 2 technicians on tools, applications, and troubleshooting best practices.
Maintain detailed, high-quality documentation of solutions, technical processes, and systems for the knowledge library.
Act as a subject-matter resource for the wider IT team on assigned systems and projects.