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Generalist support title, mid-level experience band, and metro location increase candidate competition.
Endpoint, M365, AD, and Intune skills are broadly transferable across industries and employers.
Explicit 3–5 years plus mandatory AD/Azure/M365/Intune experience and ITSM skills increases filter strictness.
Provide advanced second-level technical support for escalated incidents across hardware, software, OS, networking, and collaboration platforms.
Manage identity and access controls including user account provisioning and compliance within Active Directory and Azure Entra environments.
Maintain and improve technical documentation, automate processes, and mentor Service Desk staff to enhance IT service delivery.
3 to 5 years of experience in IT Support, Service Desk, Desktop Support, or Remote Support roles in a global environment.
Advanced technical knowledge of Windows 10/11, macOS, Active Directory, Azure Entra ID, Microsoft 365 administration, and endpoint management.
Experience with ITSM platforms like Jira Service Management or ServiceNow and familiarity with ITIL processes.
Relevant certifications such as CompTIA A+, ITIL Foundation, or Microsoft 365 Fundamentals are preferred.
Experienced in multi-platform IT environments providing advanced technical support and troubleshooting complex issues to resolution.
Comfortable managing identity and access management at scale within enterprise Active Directory and Azure Entra systems.
Capable of working independently in a global support organization, with strong focus on process improvement, documentation, and cross-team collaboration.