Senior Global Support Administrator
About The Position
We are looking for a Global Support Administrator to join the IT team in the Information Sciences department and contribute to delivering a seamless, secure, and globally aligned end-user computing experience to the RevMed community across a hybrid enterprise environment. This advanced Tier II role blends technical troubleshooting, endpoint administration, and cross-functional coordination with a strong emphasis on operational excellence and user satisfaction. The ideal candidate thrives in a fast-paced, evolving IT environment and enjoys solving complex problems while collaborating across regions. The Global Support Administrator will: Provide Tier II support for end-user devices, operating systems (Windows/Mac), and enterprise applications across global regions. Troubleshoot hardware, software, identity access, provisioning, and performance issues, escalating when appropriate. Partner with the Service Desk Manager and regional IT colleagues to ensure consistent global support standards. Support desktop provisioning and onboarding activities for global offices, including Europe and APAC. Collaborate with IT Europe and other regional partners to align on desktop configurations and support processes. Work with software vendors as needed to resolve technical issues. Administer and support platforms including Microsoft 365 (Exchange, Teams, OneDrive), Egnyte, Smartsheet, DocuSign, Simpplr, Atlassian, and ServiceNow. Support identity and access services through Azure AD / Entra ID, SSO, SCIM provisioning, and MDM platforms. Maintain accurate asset records and assist with lifecycle management processes. Contribute to documentation of desktop standards, procedures, and knowledge base articles. Assist with automation of routine Service Desk and provisioning tasks (PowerShell, MDM configuration). Participate in desktop lifecycle management activities including imaging, patching, deployment, compliance, and scripting. Partner with infrastructure, network, and security teams during site expansions and system rollouts. Support onboarding of new offices and remote employees as part of global growth. Participate in pilot testing and deployment of new tools, hardware, and applications. Follow department procedures related to change management and configuration standards.
Requirements
- 4–6 years of experience in desktop administration, endpoint support, or end-user computing roles within a mid-to-large enterprise.
- Experience supporting multi-site or distributed environments.
- Hands-on experience with Hybrid Active Directory / Azure AD (Entra ID).
- Experience with Microsoft 365 (Exchange Online, Teams, OneDrive).
- Experience managing endpoints via Intune and/or JAMF.
- Strong troubleshooting and problem-solving skills with the ability to manage multiple priorities.
- Ability to collaborate effectively across teams and regions.
- Clear verbal and written communication skills, including experience supporting high-visibility users when needed.
- Experience documenting procedures or creating user-facing documentation.
- Working knowledge of Windows, macOS, networking fundamentals, and security best practices.
- Ability to work independently while operating within an established support structure.
Nice To Haves
- Experience supporting international offices or regional IT coordination.
- Basic scripting knowledge (PowerShell, Python, or similar).
- Understanding of VPNs, endpoint protection, and general network/security concepts.
- Familiarity with regulated environments (GxP a plus).
- Strong organizational skills and attention to detail.
- Relevant certifications (Microsoft 365, Azure, ITIL, JAMF, etc.) are a plus.
Responsibilities
- Provide Tier II support for end-user devices, operating systems (Windows/Mac), and enterprise applications across global regions.
- Troubleshoot hardware, software, identity access, provisioning, and performance issues, escalating when appropriate.
- Partner with the Service Desk Manager and regional IT colleagues to ensure consistent global support standards.
- Support desktop provisioning and onboarding activities for global offices, including Europe and APAC.
- Collaborate with IT Europe and other regional partners to align on desktop configurations and support processes.
- Work with software vendors as needed to resolve technical issues.
- Administer and support platforms including Microsoft 365 (Exchange, Teams, OneDrive), Egnyte, Smartsheet, DocuSign, Simpplr, Atlassian, and ServiceNow.
- Support identity and access services through Azure AD / Entra ID, SSO, SCIM provisioning, and MDM platforms.
- Maintain accurate asset records and assist with lifecycle management processes.
- Contribute to documentation of desktop standards, procedures, and knowledge base articles.
- Assist with automation of routine Service Desk and provisioning tasks (PowerShell, MDM configuration).
- Participate in desktop lifecycle management activities including imaging, patching, deployment, compliance, and scripting.
- Partner with infrastructure, network, and security teams during site expansions and system rollouts.
- Support onboarding of new offices and remote employees as part of global growth.
- Participate in pilot testing and deployment of new tools, hardware, and applications.
- Follow department procedures related to change management and configuration standards.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
