Sr Systems Specialist

A1 Garage Door Service

3d•Remote

About The Position

The Senior Systems Specialist is a senior-level operational technology role responsible for advanced systems support, infrastructure execution, and direct participation in helpdesk operations within a cloud-first Microsoft environment. This role operates between governance leadership and frontline support, ensuring system stability, security compliance, and operational consistency. While not responsible for enterprise governance decisions or SaaS platform ownership (e.g., ServiceTitan, ERP, HRIS), the Senior Systems Specialist plays a critical role in executing established technical standards, resolving complex incidents, and improving overall system reliability. The position actively participates in ticket resolution and may serve as a primary resolver during lean staffing periods. This role is essential in balancing operational demands with continuous system improvement initiatives.

Requirements

6–10 years of progressive IT experience.
Strong expertise in Microsoft 365, Entra ID, Exchange Online, and Intune.
Advanced troubleshooting and root cause analysis skills.
Experience operating in evolving or partially undocumented environments.
Strong documentation and operational discipline.
Ability to balance high ticket volume with project-based initiatives.
Strong communication skills with both technical and non-technical stakeholders.

Nice To Haves

Experience in high-growth or rapidly evolving environments.
Experience supporting mobile workforce and MDM environments.
Familiarity with security monitoring tools (Microsoft Defender or equivalent).
Exposure to ITIL or structured change management frameworks.

Responsibilities

Actively monitor, triage, and resolve helpdesk tickets.
Serve as a primary resolver for Tier 1 and Tier 2 issues when required.
Handle complex and recurring incidents escalated from the Technical Team Lead or Technical Support Specialist.
Participate in after-hours and on-call rotation supporting seven-day field operations.
Ensure high-quality ticket documentation, clear communication, and adherence to SLA standards.
Identify patterns in recurring issues and implement permanent corrective actions.
Perform deep root cause analysis on systemic issues.
Stabilize service outages or degradation events.
Execute advanced configuration tasks within Microsoft 365, Entra ID, and Intune under direction of the IT Senior Systems Administrator.
Support conditional access enforcement and identity hygiene initiatives.
Execute Intune policy implementation and compliance remediation.
Support Microsoft Defender alert triage and containment procedures.
Validate and maintain endpoint security baselines.
Assist in vulnerability remediation and patch compliance initiatives.
Monitor system performance and recommend operational improvements.
Assist with connectivity troubleshooting and coordination with vendors when required.
Support implementation of role-based access control structures defined by governance leadership.
Assist in user access audits and remediation efforts.
Contribute to system discovery and documentation initiatives.
Develop and maintain technical documentation, runbooks, and troubleshooting standards.
Standardize support processes across operational tiers.