Senior IT Support Engineer

About Us:

Ovation Law Firm is a fast-growing, consumer-focused law firm based in the United States, committed to delivering exceptional legal services while fostering a high-performance, accountable, and supportive workplace. As we continue to scale nationally with a remote-first workforce, our internal technology and systems play a critical role in keeping our teams productive, secure, and connected.

We operate in a fast-paced environment where reliability, responsiveness, and operational discipline matter.

About the Role:

We are seeking a highly skilled Senior IT Support Engineer to support and improve the technology infrastructure that powers our nationwide operations. This is a hands-on technical role focused on advanced troubleshooting, identity and access management (IAM), endpoint administration, cloud systems, and operational security.

You will serve as a senior escalation point for complex technical issues while helping drive improvements across our IT environment, user access controls, onboarding workflows, system integrations, and security posture.

This role works closely with Operations, Leadership, HR, and department managers to ensure employees remain secure, productive, and connected in a fast-paced remote-first environment.

Key Responsibilities:

IT Support & Helpdesk

• Provide Tier 2 and Tier 3 technical support across a remote workforce environment.
• Troubleshoot complex hardware, software, networking, VPN, printing, audio/video, and cloud application issues.
• Serve as an escalation point for advanced support requests and infrastructure-related problems.
• Support and improve onboarding and offboarding processes, including device provisioning, account setup, and secure access removal.
• Maintain and support both Windows and macOS environments.
• Assist in standardizing IT processes, documentation, and operational workflows.

Identity & Access Management (IAM)

• Administer and maintain identity platforms such as Okta and Microsoft Entra ID (Azure AD).
• Design and manage Single Sign-On (SSO) integrations using SAML 2.0, OAuth 2.0, OIDC, SCIM, and LDAP.
• Configure and maintain Multi-Factor Authentication (MFA), Conditional Access Policies, passwordless authentication, and Zero Trust access controls.
• Manage identity governance processes including user provisioning, role-based access controls, group policies, and access reviews.
• Troubleshoot authentication, federation, and user-access issues across enterprise applications.

Security & Compliance

• Support IT and security initiatives aligned with SOC 2, ISO 27001, and general cybersecurity best practices.
• Monitor and respond to suspicious login activity, endpoint security alerts, and account-related incidents.
• Assist with endpoint protection, device compliance, patch management, and access-control enforcement.
• Help improve overall operational security, audit readiness, and internal compliance standards.

Cloud Application and Business Systems

• Administer and support cloud-based business platforms including Google Workspace, Slack, Salesforce, HubSpot, RingCentral, Filevine, BambooHR, and related systems.
• Configure user permissions, workflows, integrations, and SaaS application settings.
• Coordinate with vendors and third-party support providers when necessary.
• Maintain clear and organized documentation for systems, troubleshooting procedures, and internal IT policies.

Automation & Process Improvement

• Identify opportunities to automate repetitive IT and account-management tasks.
• Utilize scripting and workflow automation tools to improve scalability and operational efficiency.
• Recommend and implement technology improvements that enhance security, reliability, and user experience.

Required Qualifications:

• 5-7+ years of hands-on IT support, systems administration, or identity and access management experience.
• Strong experience supporting remote and cloud-based business environments.
• Hands-on experience with Okta, Microsoft Entra ID (Azure AD), or similar identity providers.
• Strong understanding of SSO protocols including SAML 2.0, OAuth 2.0, OIDC, SCIM, and LDAP.
• Experience implementing MFA, Conditional Access Policies, and Zero Trust access controls.
• Advanced troubleshooting experience across Windows, macOS, networking, VPN, and SaaS environments.
• Experience administering cloud business platforms such as Google Workspace, Slack, Salesforce, HubSpot, or similar systems.
• Familiarity with endpoint management, device compliance, and remote workforce support.
• Strong documentation, organizational, and communication skills.
• Ability to independently manage and resolve complex technical issues in a fast-paced environment.

Preferred Qualifications:

• Experience with PowerShell, Python, Bash, or workflow automation tools.
• Familiarity with REST APIs and SaaS integrations.
• Experience with MDM and endpoint-management platforms.
• Familiarity with SOC 2, ISO 27001, or compliance-driven environments.
• Experience working in legal, financial, healthcare, or other highly regulated industries.
• Exposure to Google Cloud Platform (GCP), Microsoft Azure, or related cloud infrastructure platforms.

Tools & Technology Stack:

• Okta
• Microsoft Entra ID (Azure AD)
• Google Workspace
• Slack
• Salesforce
• HubSpot
• Filevine
• RingCentral
• Windows & macOS
• VPNs, MFA, Conditional Access
• REST APIs, PowerShell, Python
• Internal documentation systems

What We Look For:

• Ownership-oriented mindset with strong follow-through.
• Strong troubleshooting and critical-thinking abilities.
• Security-conscious and detail-oriented approach.
• Clear communicator who can explain technical issues to non-technical users.
• Process-driven and highly organized under pressure.
• Proactive attitude toward improving systems, workflows, and operational efficiency.

What We Offer:

• Full-time role.
• 100% remote work environment.
• Paid Time Off (PTO).
• Health benefits.
• Opportunity to work closely with Operations and Leadership in a growing, technology-driven law firm.
• Long-term growth and stability in a high-impact IT role.