IT Specialist

Role Overview

• Provide advanced IT support for Windows and macOS systems in a hybrid (onsite + remote) environment.
• Manage endpoints through Kandji and Intune, including configuration, patching, and compliance enforcement.
• Administer Microsoft 365/O365 services (Exchange Online, Teams, SharePoint, OneDrive).
• Handle Freshservice tickets and escalations with a focus on timely, high-quality resolutions.
• Manage employee onboarding and offboarding, including account provisioning, device setup, and access control.
• Support Microsoft Entra ID for user management, MFA, and SSO.
• Perform endpoint patching, security updates, and health checks across the managed fleet.
• Collaborate with Tier I staff and escalate complex issues to Infrastructure or Engineering as needed.
• Provide support for conference room AV systems, Zoom/Teams meeting setups, and executive presentations.
• Assist with light network troubleshooting (connectivity, Wi-Fi, VLAN, or DHCP issues as escalated).
• Participate in weekly queue reviews, prioritization meetings, and ticket trend analysis to improve service quality and reduce repeat incidents.
• Ensure all support activity adheres to internal SLAs, documenting actions clearly within Freshservice.
• Follow established security and privacy standards in handling company data, in line with CYDERES’ SOC 2 and ISO 27001 frameworks.
• Contribute to endpoint hardening, IT security initiatives, and process documentation.
• Maintain and expand the IT knowledge base with troubleshooting steps and configuration standards.

Requirements

• 3–5 years of IT support experience (Tier II/III level).
• Strong knowledge of Windows 10/11 and macOS.
• Proven experience with Kandji and Microsoft Intune MDM solutions.
• Proficiency in Microsoft 365 administration (Exchange, SharePoint, Teams).
• Experience with Freshservice or other ITSM platforms.
• Working knowledge of Microsoft Entra ID for identity and access management.
• General understanding of network fundamentals (TCP/IP, DNS, DHCP, Wi-Fi).
• Excellent communication, documentation, and customer service skills.
• Familiarity with SOC 2, ISO 27001, or PCI DSS compliance environments.
• Certifications
• CompTIA A+ and Network+ or Microsoft 365 Certified: Modern Desktop Administrator Associate

Tech Stack

• DNS
• ITSM
• MacOS
• TCP/IP

Benefits

• Medical Insurance
• Employee + dependents covered
• Life Insurance
• Protection for what matters most
• Hybrid Work Model
• 2–3 days in office
• Maternity & Paternity Leave
• Time for the moments that matter
• Paid Time Off
• PTO + sick & casual leave
• Bereavement & Volunteer Time
• Give back to your community
• Professional Development
• Reimbursement program
• LinkedIn L&D Platform
• Thousands of courses at your fingertips
• Mobile Phone Reimbursement
• Stay connected, on us