Senior Service Desk Support Specialist in Redwood City

SUMMARY: The Senior Support Specialist provides advanced technical support for complex hardware, software, and network issues escalated from Tier 1 and Tier 2. This role performs deep troubleshooting, root cause analysis, and partners with infrastructure and application teams to restore service and prevent recurrence. The Tier 3 specialist also mentors junior staff and contributes to continuous improvement of IT support processes., * Serve as final escalation point for Tier 1 and Tier 2 incidents across multi-site enterprise environments

• Lead advanced troubleshooting for enterprise Windows Server environments (2016/2019/2022)
• Administer and optimize enterprise Active Directory (multi-domain/forest), Azure AD (Entra ID), and Group Policy architecture
• Manage enterprise-level Microsoft 365 tenant (Exchange Online, SharePoint Online, Teams, Intune)Support hybrid cloud infrastructure (on-prem + Azure/AWS)
• Resolve the most complex incidents and service requests escalated from Tier 1 and Tier 2, ensuring timely and high-quality resolution.
• Perform root cause analysis on recurring issues, recommend and implement long-term corrective actions.
• Support and troubleshoot enterprise systems
• Act as an escalation point and subject matter expert for endpoint, application, and network-related issues.
• Collaborate with internal IT teams and third-party vendors to resolve advanced technical problems and coordinate changes.
• Document solutions, create knowledge base articles, and share best practices with the Service Desk team.

• 7+ years of progressive IT support experience, including prior Tier 2 responsibilities.
• Strong knowledge of Windows 10/11, macOS, Office 365, Intune/MDM, networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Advanced knowledge of:
• Active Directory (multi-domain/forest)
• Azure AD (Entra ID), OKTA, MFA
• Microsoft 365 enterprise tenant management
• Windows Server administration
• Enterprise networking fundamentals
• Experience in hybrid cloud environments (Azure and/or AWS)
• Strong scripting experience (PowerShell)
• Experience with enterprise ITSM platforms (ServiceNow )
• Experience supporting enterprise ticketing systems and working in an ITIL-oriented environment.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Strong customer service and communication skills, both verbal and written.

Certifications

• Microsoft 365 Enterprise Administrator (MS-102)
• CompTIA Security+ or higher
• ITIL Foundation or higher

EXPERIENCE & TRAINING: Bachelor's degree in computer science, information systems, or related field; or equivalent combination of education and experience. Relevant certifications (e.g., CompTIA Server+, Network+, Microsoft, ITIL Foundation).

• Medical, Dental, Vision Plans Offered
• PTO, Sick
• Plus Healthcare Stipend
• 401k
• Company sponsored LTD/STD, Life Insurance

Energy Jobline is the largest and fastest growing global Energy Job Board and Energy Hub. We have an audience reach of over 7 million energy professionals, 400,000+ monthly advertised global energy and engineering jobs, and work with the leading energy companies worldwide. We focus on the Oil & Gas, Renewables, Engineering, Power, and Nuclear markets as well as emerging technologies in EV, Battery, and Fusion. We are committed to ensuring that we offer the most exciting career opportunities from around the world for our jobseekers., Culturetech Solutions is a boutique services company with a people-first approach has partnered with Navigator Networks to present this opportunity to you. Our commitment to building lasting relationships, delivering consistent results, and employing sound management practices has made us a trusted partner for our valued clients. As seasoned tech professionals with an entrepreneurial spirit and a strong emphasis on teamwork, we pride ourselves on fostering collaboration both internally and externally. We view challenges and obstacles as opportunities to prove ourselves to our clients and exceed expectation every time. Our mission is to seamlessly integrate you into the organizational culture of our top clients, ensuring mutual success. Thank you for your interest in Culturetech Solutions-we look forward to the opportunity to work with you!, Company DescriptionCulturetech Solutions is a people-oriented boutique information technology services company. Long term relationships, consistent performance and sound management practices make us a favorite "go-to" company with our valued clients. We are veteran tech savvy individuals with entrepreneurial spirit and team values. We are collaborators internally and externally whose primary goal is to integrate you into the organizational culture of our top clients. We look forward to the opportunity to work with you and thank you for your interest.Company DescriptionCulturetech Solutions is a people-oriented boutique information technology services company. Long term relationships, consistent performance and sound management practices make us a favorite "go-to" company with our valued clients. We are veteran tech savvy individuals with entrepreneurial spirit and team values. We are collaborators internally and externally whose primary goal is to integrate you into