Senior IT Support

We are seeking a highly skilled and customer-focused Senior IT Support leader to join our IT Operations team. This role is responsible for delivering advanced technical support, mentoring junior staff, and driving continuous improvement in end-user services across the organization. You will serve as an escalation point for complex issues while ensuring a high standard of service delivery and operational excellence.

WHAT WILL YOU BE RESPONSIBLE FOR?

Technical Support & Incident Management

• Provide support for hardware, software, network, and cloud-related issues
• Act as the primary escalation point for complex incidents and service requests
• Troubleshoot and resolve issues across endpoints, mobile devices, and enterprise applications
• Manage and prioritize incidents within ticketing system.
• Lead root cause analysis and implement long-term fixes

Systems & Infrastructure Support

• Administer and support:

• Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
• Active Directory / Azure AD (Entra ID)
• Endpoint management tools (Intune)

• Support network troubleshooting (Wi-Fi, LAN/WAN, Zscaler)

Service Improvement & Automation

• Identify opportunities to improve support processes and user experience
• Develop and maintain documentation, knowledge base articles, and standard operating procedures
• Automate recurring tasks using PowerShell or scripting tools
• Participate in IT projects (deployments, migrations, rollouts)

Leadership & Mentorship

• Mentor and guide junior IT support staff
• Assist in training users and team members on new technologies
• Contribute to performance improvement of the help desk function

User Experience & Communication

• Provide exceptional customer service with clear communication to technical and non-technical stakeholders
• Collaborate with cross-functional teams (Security, Infrastructure, Applications)
• Manage executive-level support when required

Do you have experience in Windows?, Do you have a Bachelor's degree?, * Bachelor's degree in IT, Computer Science, or equivalent experience

• 5+ years of IT support experience, including hands-on troubleshooting in enterprise environments
• Strong expertise in:

• Windows OS and enterprise applications
• Microsoft 365 ecosystem
• Active Directory / Identity & Access Management

• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP)
• Experience with endpoint management and device provisioning
• May require occasional after-hours support or on-call rotation

PREFERRED QUALIFICATIONS

• Certifications such as:

• Microsoft Certified (Modern Desktop / Azure / M365)
• CompTIA A+, Network+, or Security+

• Experience with:

• Scripting (PowerShell, Python)
• Zero Trust / security best practices
• Remote support and global organizations

• Exposure to cloud platforms (Azure preferred)

Pulled from the full job description

• 401(k)

• Health insurance

• Paid time off

• Vision insurance

• Dental insurance

• Flexible spending account

• Life insurance, As a colleague at Scandinavian Tobacco Group, you will receive a comprehensive compensation package as a generous benefits package.

• Comprehensive Health Care, Vision & Dental Plan

• Flexible Spending Account

• Disability Plans

• Basic & Supplemental Life Insurance

• Additional Supplemental Benefits

• Paid Vacation, Paid Time Off (PTO) days, Holidays

• 401(k) Retirement Saving Plan including a generous Company match