Monitor ticketing systems, support queues, and email channels to identify and resolve technical issues.
Serve as the final escalation point for complex incidents escalated from L1 and L2.
Lead advanced troubleshooting and root-cause analysis across Microsoft 365, identity systems, endpoint platforms, and business-critical SaaS applications.
Own and resolve high-impact incidents affecting end users, collaboration tools, access management, and device compliance.
Support and optimize Microsoft 365 administration, including Exchange, Teams, SharePoint, OneDrive, and Outlook.
Administer and troubleshoot Okta, including SSO, MFA, lifecycle management, and access policy issues.
Support and maintain collaboration platforms such as Slack and Zoom, including integrations and authentication dependencies.
Manage and troubleshoot user access and permissions across Microsoft 365, Okta, Jira, Confluence, Slack, and Zoom.
Provide advanced support for Windows and macOS endpoints through Intune and Kandji, including compliance baselines, patching, policy enforcement, and application deployment.
Provide Linux support, including SSH troubleshooting, access validation, and basic system-level diagnostics.
Troubleshoot advanced networking and connectivity issues, including VPN, DNS, IP configuration, certificates, and authentication flows.
Participate in and help lead onboarding and offboarding processes, ensuring secure account provisioning, deprovisioning, and device lifecycle management.
Create and maintain technical documentation, support runbooks, and knowledge base content for recurring issues.
Identify incident trends and drive permanent corrective actions, process improvements, and support standardization.
Mentor L1 and L2 technicians and provide technical guidance on escalated support issues.
Partner cross-functionally with IT Operations, Security, and business application owners to improve system reliability and user experience.
Support Jira administration tasks such as access management, project permissions, workflow-related troubleshooting, and user support for Jira-integrated processes.
Create and maintain Slack bots, workflow automations, and integrations.

SENIOR SYSTEMS SUPPORT ENGINEER

SENIOR SYSTEMS SUPPORT ENGINEER

KMC Employee

A Friend of KMC