IT Support Specialist at INFUSEmedia

Key Responsibilities:

• Deliver high-quality remote support to end users with a strong focus on clarity, empathy, and ownership.
• Own the full ticket lifecycle:
  log, categorize, prioritize, resolve, escalate, and follow through to closure with strong user communication.
• Troubleshoot issues across Windows 10/11, macOS, Microsoft 365, and Google Workspace, applying structured, hypothesis-driven problem solving.
• Support identity and access operations in Microsoft Entra ID (Azure AD) (users, groups, access issues, MFA-related support as applicable).
• Provide remote assistance using industry standard tools..
• Handle onboarding/offboarding and access provisioning: account setup/deprovisioning, permissions, standard access packages, and user readiness.
• Maintain and continuously improve internal documentation and knowledge base articles (clear, reusable, and kept current).
• Drive continuous improvement and automation:

Qualifications:

• 2–3 years experience in IT support/helpdesk or similar user-facing IT role (remote support strongly preferred).
• Strong troubleshooting experience in Windows 10/11 and macOS business environments.
• Hands-on support experience with both Microsoft 365 and Google Workspace (we actively use both).
• Hands-on experience with Microsoft Entra ID (Azure AD).
• Basic understanding of networking fundamentals (TCP/IP basics, DNS, DHCP, VPN, Wi‑Fi).
• Familiarity with IT service management concepts (ITIL awareness is a plus).
• Experience with MDM solutions is a plus.
• Strong advantage (preferred): ability to build/improve workflows via scripting or automation