Senior IT Support Engineer

Globality is looking for a proactive Sr. IT Support Engineer to join our IT team and ensure our technology environment runs smoothly. Responsibilities Act as a trusted partner to both technical and non-technical stakeholders, managing escalations and solving complex IT issues with creativity and precision. Provide hands‑on support and resolve tickets escalated through our service desk system. Troubleshoot networking issues, including DNS, firewalls, and routing. Manage SLAs, prioritize queues, handle escalations, and ensure timely resolution. Communicate effectively with business users, translating technical issues into clear explanations. Administer and support cloud‑based platforms and services (Office 365, Azure, AWS, Active Directory, Slack, Okta). Perform hardware, networking, and cybersecurity‑related support tasks. Own incidents, tasks, and projects end‑to‑end; use initiative to drive solutions. Follow documented processes and procedures; identify and implement improvements. Balance time, priorities, and communication across multiple stakeholders. Benefits Premium Health Benefits Distributed Team Building Learning & Development Award Winning Culture Qualifications Strong analytical and problem‑solving skills. Experience managing ticket queues, SLAs, and escalations. Excellent written, verbal, and interpersonal communication. Demonstrated ownership: initiative, accountability, drive. Experience managing mobile device/endpoint platforms (Jamf, ManageEngine). Strong time management, prioritization, and communication. Proficiency with cloud tech platforms (Office 365, Azure, AWS, Active Directory, Slack, Okta). Working knowledge of computer hardware, networking, cybersecurity. Solid troubleshooting skills in networking (DNS, firewalls, VPN). Hands‑on familiarity with service desk and remote support tools. Experience with configuring and maintaining SSO systems, SCIM provisioning, or Okta workflows. Minimum 5 years working in an IT engineering or support role. Bachelor’s degree in computer science/IT or related field. Deep knowledge of Azure/AWS networking, IAM. Experience with FreshService ITSM. Experience administering cloud platforms (AWS, Azure). ITIL 4 accreditation or experience working with ITIL 4 best practices. #J-18808-Ljbffr Globality