Location: RemoteExperience Required:10+ yearsEstimated Salary Range: $3,000 $4,000 USD/month + Full Employment Benefits (Statutory)Primary RoleProvide expert-level technical support and infrastructure troubleshooting.
Act as the final escalation point for all technical issues that cannot be resolved by Tier 1 or Tier 2 support.
This role includes system administration, root-cause analysis, documentation, and driving long-term solutions that improve system reliability and user experience.Key ResponsibilitiesResolve the most complex technical issues escalated from Tier 2 and Tier 1 teamsPerform advanced diagnostics, root-cause analysis, and long-term resolution planning for system, network, cloud, and security issuesManage and administer Microsoft 365 environments, servers (on-prem and cloud-based), Active Directory, DNS/DHCP, and group policiesMonitor system performance and implement improvements to enhance uptime and efficiencyServe as a subject matter expert in infrastructure, networking, and enterprise applicationsCollaborate with engineering, DevOps, or development teams to resolve issues that impact end users or system integrityCreate and maintain technical documentation, including incident reports, SOPs, and infrastructure guidesMentor and support Tier 1 and Tier 2 staff, fostering knowledge sharing and trainingLead technical projects or initiatives to improve IT services and infrastructureRequired Skills and QualificationsExceptional spoken and written EnglishExpert-level proficiency in Microsoft 365, Windows Server, Active Directory, networking protocols, and cloud technologies (Azure or AWS)Experience with virtualization platforms (e.g., Hyper-V, VMware) and remote access toolsDeep understanding of network infrastructure, including firewalls, switches, routing, and VPNsFamiliarity with scripting and automation (e.g., PowerShell) is highly desirableStrong documentation skills and experience in creating SOPs and incident reports10+ years of experience in a senior IT support or systems/network administrator roleRelevant certifications strongly preferred (e.g., Microsoft Certified: Azure Administrator, Cisco CCNA/CCNP, CompTIA Security+, etc.)
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