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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Specialist - IT Support - **Company:** Simon-Kucher & Partners - **Location:** Atlanta, GA, United States - **Experience:** Expert - **Salary:** $80,000.0 - $100,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, IOS Applications, JIRA, Microsoft Azure, Business Software, Cloud Computing, Configuration Management Databases, Virtual Private Networks (VPN), Microsoft Office, Network Connections, Azure Active Directory, Single Sign-On, Software Deployment, Transmission Control Protocol (TCP), Enterprise Software Applications, Microsoft InTune, Information Technology, Servicenow - **Published:** July 8, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=1c114bb9fb839d31 ## About the Role + 5 to 7 years of customer or internal facing level 2 technical support in an IT or MSP environment + Experience in comparable service industries is preferred, but not strictly required + Solid understanding of Microsoft Windows hardware, operating systems (Windows 11), end-user client applications, and business software such as Office 365, SSO, VPN and IOS mobile devices. + Experience with ITS Systems and ITIL - Top Desk, ServiceNow, Jira + Understanding of technical concepts such as basic TCP/IP networking + Experience with Microsoft Entra (Azure Active Directory) and Intune + Practical experience in remote troubleshooting and supporting end users across geographies + Demonstrated adherence to IT policies and established best practices + Certifications with Microsoft such as Windows 11, Azure, CompTIA A+, and ITIL certifications Ability to multi-task. * Capabilities and Personal Attributes + Customer-centric mindset + Team player mentality - with strong initiative and ability to work independently as a self-starter + Solid written and verbal communication skills for internal and external stakeholder interaction + Ability to document and clearly communicate organizational IT procedures + Strong time management and organizational abilities to contribute to a global support workflow + Logical and methodical problem-solving approach to technical challenges + Capability to work efficiently in multicultural and distributed teams + Fast learner with the intellectual capacity to adopt new technical procedures quickly and apply them in daily operations + Embraces and continuous learner of new technology + Basic understanding of generative A1 concepts ## Description + Provide level 1 and level 2 technical assistance and training to users and clients experiencing issues with computer systems, cloud applications, infrastructure, software, or hardware + Troubleshoot and diagnose problems related to network connectivity, software functionality, and hardware malfunctions. Assist with how to resolve end user issues + Respond to and resolve technical issues via email, chat, video conference, or in-person + Ensure timely resolution of incoming support tickets, escalating where appropriate * Hardware and Software Setup & Maintenance + Assist in the setup, installation, and configuration of company IT equipment including laptops, desktops, and peripherals + Support the installation and configuration of standard software packages and tools + Coordinate hardware refreshes, replacements, and upgrades in alignment with lifecycle policies + Maintain and update equipment as needed to ensure optimal performance * Asset and Inventory Management + Maintain up-to-date records of hardware inventory using appropriate asset management tools (CMDB) + Work with leadership to monitor stock levels and coordinate equipment orders as needed + Ensure asset data accuracy, including location, user assignment, and lifecycle status * Process Compliance and Continuous Improvement + Adhere to IT support and service management processes, ensuring high-quality service delivery + Document solutions and procedures in the internal knowledge base + Identify recurring issues and propose improvements to reduce future incidents + Support the standardization of processes and documentation across regions or teams + Contribute to Knowledge Base on a consistent basis ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Going Beyond Passwords: The Future of User Authentication](https://www.wearedevelopers.com/videos/714-going-beyond-passwords-the-future-of-user-authentication) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries)