# IT Senior Support Specialist

**Company**: Sterlington PLLC
**Location**: Mexico City
**Work arrangement**: remote
**Experience**: senior
**Job type**: contract
**Category**: IT
**Industry**: Consulting

**Apply**: https://job-boards.greenhouse.io/sterlingtonpllc/jobs/5269731007?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_96045d0d-17b

## Description

We are seeking an IT Senior Support Specialist to serve as a go-to technical expert for our users, ensuring they have reliable, responsive, and secure technology to perform their best work.

Responsibilities:

- Serve as the escalation point for complex or high-priority incidents and requests from the IT support team.

- Troubleshoot and resolve issues across Microsoft 365, Windows, macOS, Azure Virtual Desktop (AVD), user access, and remote connectivity.

- Lead responses to major incidents, communicating clearly with affected users and stakeholders.

- Manage the endpoint lifecycle, including provisioning, configuring, shipping, and maintaining laptops, mobile devices, and peripherals for a distributed workforce.

- Run onboarding and offboarding processes, including account setup, access, and equipment management.

- Administer Microsoft 365, Active Directory, and Entra ID day-to-day, managing users, groups, licensing, MFA, and access requests.

- Support Microsoft Intune operations, including app deployment, patching, and endpoint policies.

- Create and maintain knowledge base articles, runbooks, and how-to guides, and help train the IT support team.

- Manage incidents, requests, and problems, tracking ticket trends and helping meet SLAs.

- Identify recurring issues, perform root cause analysis, and recommend permanent fixes.

- Seek opportunities to automate routine tasks and expand self-service options.

- Support the Security team with access reviews, device compliance, phishing reports, and data protection practices.

Requirements:

- 5+ years of experience in IT support, handling escalated and complex issues.

- Strong working knowledge of Microsoft 365, Windows, and macOS.

- Experience with Active Directory and Entra ID.

- Hands-on experience with Microsoft Intune.

- Experience supporting virtual desktop environments.

- Excellent communication skills in English.

- Strong troubleshooting, prioritization, and time management skills.

- A track record of writing usable documentation.

- Comfortable working asynchronously in a distributed, remote-first environment.

- Experience using AI tools to automate or speed up support work.

Nice-to-have:

- Experience in a law firm or professional services environment.

- Experience with Nerdio or other AVD management tools.

- Scripting skills with PowerShell.

- Website hosting and administration experience.

## Skills

### Required
- Microsoft 365
- Windows
- macOS
- Active Directory
- Entra ID
- Microsoft Intune
- Azure Virtual Desktop (AVD)
- ITSM platforms
- English language
- Troubleshooting
- Prioritization
- Time management
- Documentation
- AI tools

### Nice to have
- Experience in a law firm or professional services environment
- Nerdio or other AVD management tools
- PowerShell scripting
- Website hosting and administration experience

---

Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/sterlingtonpllc/jobs/5269731007?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)