Senior IT Support Specialist

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October 11

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Softgic

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Cloud • Cybersecurity • Artificial Intelligence

Softgic is a technology company focused on driving digital and cognitive transformation for its clients. With over 12 years of experience, Softgic provides innovative and tailored solutions across various areas, including software development, cloud data security, the metaverse, and automation. Their approach combines design, coding, and implementation to enhance business processes and ensure security and efficiency in technological infrastructure.

51 - 200 employees

Founded 2011

🔒 Cybersecurity

🤖 Artificial Intelligence

📋 Description

• Act as the primary escalation point for complex IT issues and incidents. • Manage the onboarding and offboarding of employees, including account creation and configuration, access provisioning, and hardware and software setup. • Support domain transitions and collaborate with hosting platforms such as GoDaddy and AppFolio. • Administer SharePoint permissions and structures, and ensure data recovery and backup protocols are in place. • Configure and maintain phone systems and call trees through the Comcast backend. • Provide remote support during property transitions, including reconfiguration of wiped or replaced computers. • Lead small-to-mid-sized IT projects and drive process improvements within the IT function. • Mentor junior IT staff, providing technical guidance and maintaining clear technical documentation and SOPs. • Collaborate with other departments and external vendors to resolve systemic or recurring issues. • Maintain and enforce security protocols, including access control, and support audit log visibility for daily IT activity.

🎯 Requirements

• 4–6 years of experience in IT support, with at least 2 years in a senior/escalation role (L2/L3 or equivalent). • Advanced troubleshooting skills for Windows and macOS environments, including performance, connectivity, software, and hardware issues. • Strong hands-on experience with Active Directory and Microsoft 365/Office 365 administration, including users, groups, licenses, Exchange, Teams, and policies. • Solid understanding of network fundamentals and protocols: DNS, DHCP, VPN, and general connectivity troubleshooting. • Excellent communication skills in English, both written and verbal, with the ability to support non-technical users and business stakeholders. • Proven ability to work under pressure, manage priorities, and handle multiple incidents or requests simultaneously. • Willingness to work on-site at Solvo Global offices, with potential for remote work after demonstrating reliability and strong performance. • Experience with US-based companies or supporting US time zones and business environments. • Practical experience with ticketing systems (e.g., Jira, ServiceNow, or similar) for incident and request management. • Proficiency in SharePoint configuration and permission management, including site structures, access models, and basic data governance. • Familiarity with scripting languages such as PowerShell and/or Bash to automate recurring tasks and improve efficiency. • Demonstrated cybersecurity awareness, including access control best practices, secure handling of credentials, and adherence to company security policies. • Strong mentoring mindset and experience guiding junior IT staff or peers. • Bachelor’s degree in Information Technology, Computer Science, or equivalent hands-on experience that demonstrates similar competency.