What is your mission? 

You will provide the best service to our partner brands by performing these tasks:

• Act as a senior escalation point for complex technical issues across the helpdesk environment
• Resolve advanced issues related to Windows operating systems, applications, hardware, and user access
• Support ticket triage and escalation workflows aligned with defined service level agreements
• Provide technical guidance and knowledge sharing to IT support team members
• Administer and support Microsoft Intune for device enrollment, configuration profiles, compliance policies, and application deployments
• Support endpoint lifecycle management, ensuring devices remain secure, compliant, and consistently configured
• Serve as a senior technical resource for Windows 10 and Windows 11 troubleshooting
• Maintain and support standard workstation builds and configurations
• Administer Microsoft 365 services, including Exchange, Teams, SharePoint, and OneDrive
• Perform user provisioning, deprovisioning, and access management
• Support endpoint‑related identity and security integrations, including device compliance
• Maintain and update IT documentation, standard operating procedures, and knowledge base articles
• Follow and reinforce established onboarding, offboarding, patching, and endpoint management processes
• Execute and monitor operating system and application patching
• Support global end users across multiple regions and time zones
• Collaborate with internal teams to improve IT processes, stability, and service delivery

Who are we looking for?

• Bachelor’s Degree in Information Technology, Computer Science, or a related field is preferred
• 5–8 years of experience in Systems Administration, End User Computing, or Senior IT Support roles
• Strong hands‑on experience supporting Windows 10 and Windows 11 environments
• Proven experience administering Microsoft 365 environments, including Exchange, Teams, SharePoint, and OneDrive
• Practical, hands‑on experience with Microsoft Intune for endpoint management
• Demonstrated ability to troubleshoot complex issues across operating systems, applications, and hardware
• Experience creating and maintaining technical documentation, standard operating procedures, and knowledge base articles
• Willingness and ability to work onsite one to two times per week
• Exposure to Windows Autopilot, endpoint security tools, or PowerShell scripting is an advantage
• Experience supporting remote or distributed workforces is a plus
• Strong English communication skills, both written and verbal
• High attention to detail, organized work approach, and strong documentation discipline
• Proactive, collaborative, and able to work independently in a fast‑paced environment
• Demonstrated interest in continuous learning and technical growth