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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Senior Support Technician - **Company:** Keel Infrastructure - **Location:** Pittsburgh, PA, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Confluence, JIRA, Microsoft Azure, CompTIA Security+, Cyber Security, System Configuration, Domain Name System (DNS), Virtual Private Networks (VPN), Network Troubleshooting, Microsoft Office, Network Architecture, Azure Active Directory, Security Log, Microsoft SharePoint, TCP/IP, Software Vulnerability Management, Wide Area Networks, Office365, Firewalls (Computer Science), Microsoft InTune, Information Technology, Patch Management, PfSense, Firewall Services Module, User Administration, User Accounts - **Published:** August 1, 2026 - **Apply:** https://www.techcareers.com/job.asp?id=3338207433&tx=FL838FFQ&pt=1&aff=0B19D771-A501-4A5E-8338-2A822B784D54&utm_source=Job%20Feed&utm_medium=textkernel&utm_campaign=DE&utm_term=0B19D771-A501-4A5E-8338-2A822B784D54 ## About the Role * Microsoft Intune, Entra ID (Azure AD), M365 Suite (Exchange, SharePoint, Teams), Slack Admin * Jira, Confluence * Microsoft Defender, Apple Business Manager, pfSense, 3CX * Tailscale or comparable VPN administration, * Active Directory (AD): advanced user management, group policy design, and permissions structuring. * Troubleshooting: diagnose and resolve complex, cross-system hardware, software, and network issues independently. * Networking: LAN/WAN, TCP/IP, DNS, and firewall configuration and design. * Software Support: advanced configuration and support for Office 365 and related enterprise tools. * Project Management: able to scope, plan, and deliver IT process or infrastructure projects end to end. Interpersonal and Professional Skills * Leadership: mentors junior technicians and sets an example for ticket quality and professionalism. * Customer Service: delivers professional, empathetic support to users, including in escalated or sensitive situations. * Communication: clearly conveys technical solutions and project updates in written and verbal formats, including to non-technical stakeholders. * Ownership and Agility: operates with a high degree of autonomy and sound judgment in ambiguous situations., * College diploma or degree in Computer Science, Information Technology, or related field. * 5 to 8 years of experience in IT support, with demonstrated progression into more senior or project-owning responsibilities. Preferred Certifications * CompTIA Security+ * Microsoft Certified: Azure Administrator Associate or Security Operations Analyst Associate * CCNA or equivalent networking certification * Microsoft 365 Certified: Enterprise Administrator Expert ## Description * Serve as the final escalation point for complex hardware, software, and network issues. * Diagnose root causes of recurring or systemic issues and implement permanent fixes, not just workarounds. * Own and resolve the highest-priority and highest-impact tickets, coordinating with vendors and other departments as needed. * Support and troubleshoot Office 365 applications at an advanced level, including custom configurations, conditional access, and integration issues. Project & Process Ownership * Lead end-to-end projects such as onboarding/offboarding automation, and knowledge library development. * Design and document IT processes and standards for the wider support team to follow, rather than only executing existing procedures. * Partner with Manager of IT Support on architecture and tooling decisions, including input on vendor evaluations. * Identify opportunities for automation and efficiency across the support function and drive implementation. Onboarding and Offboarding * Coordinate with P&C to manage onboarding and offboarding processes, adhering to company security policies. * Own the technical design of provisioning and deprovisioning workflows, including Entra ID and HiBob-driven automation. * Prepare and provision hardware, software, and user accounts for new hires; audit and refine the process over time. * Revoke access and recover company assets during offboarding, and troubleshoot exceptions Level 1/2 escalate. System Administration & Security * Administer Microsoft Intune, Entra ID (Azure AD), Exchange, SharePoint, Teams, and Slack at an advanced administrative tier. * Own periodic security log reviews and compliance measures for the support function; report findings to Andreu Gill's Cybersecurity & Compliance team where relevant. * Lead patch management and vulnerability remediation planning, not just deployment. * Conduct and improve IT asset inventory audit processes. Network & Infrastructure * Configure and maintain network resources, including servers and critical infrastructure, in coordination with Global Network Infrastructure. * Own advanced troubleshooting of LAN/WAN connectivity, TCP/IP, DNS, and firewall issues. * Contribute technical input on network-related workstreams (e.g., DCG removal, UPN change) as needed. Mentorship, Documentation & Training * Train and mentor Level 1 and Level 2 technicians on tools, applications, and troubleshooting best practices. * Maintain detailed, high-quality documentation of solutions, technical processes, and systems for the knowledge library. * Act as a subject-matter resource for the wider IT team on assigned systems and projects. ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [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) - [My journey into DevOps world - How it all started!](https://www.wearedevelopers.com/videos/545-my-journey-into-devops-world-how-it-all-started) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) ## Related Articles - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)