Senior Support Specialist

Our client is seeking a Senior Support Solutions Specialist to serve as a key technical resource responsible for the administration, support, and optimization of enterprise productivity platforms. This individual will play a critical role in maintaining the reliability, security, and usability of core technologies such as Microsoft 365, Jira, and Docu Sign
, while driving operational improvements and supporting end users across the organization.

This position combines systems administration, advanced technical support, platform governance, documentation, and cross-functional collaboration. The ideal candidate is a proactive problem solver with strong troubleshooting skills, excellent communication abilities, and a passion for delivering exceptional user experiences.

• Administer and support Microsoft 365 environments, including identity and access management, Teams administration, security configurations, and platform maintenance.
• Manage and optimize Jira, including workflows, permissions, automation rules, project configurations, and governance standards.
• Act as the escalation point for complex technical issues involving devices, applications, collaboration tools, and identity systems.
• Perform root-cause analysis for recurring or business-critical incidents and implement long-term solutions.
• Maintain and administer Docu Sign templates, routing workflows, permissions, and integrations.
• Monitor platform performance and system health, applying updates, patches, and preventive measures as needed.
• Partner with cross-functional stakeholders to support governance initiatives and improve user engagement and adoption.
• Create and maintain technical documentation, knowledge base articles, and troubleshooting procedures.
• Mentor and support Tier 1 and Tier 2 team members, helping improve troubleshooting effectiveness and service consistency.
• Provide support for additional business applications, including collaboration and productivity platforms.
• Identify automation opportunities and process improvements that enhance efficiency and user experience.
• Communicate effectively with both technical and non-technical stakeholders, ensuring a high level of customer service.

• 8+ years of experience in technical support, systems administration, or IT service delivery.
• Strong experience troubleshooting complex issues across endpoints, applications, networks, and identity platforms.
• Hands-on administration experience with Microsoft 365, including:
• Microsoft Teams
• Exchange Online
• SharePoint Online
• Security and Compliance tools
• Strong understanding of IT governance, security best practices, and operational processes.
• Excellent analytical, problem-solving, and organizational skills.
• Ability to manage multiple priorities and work independently in a fast-paced environment.
• Outstanding communication and user support skills.

• Jira administration experience, including workflow configuration, permissions management, and automation.
• Experience administering and supporting Docu Sign.
• Industry certifications such as:
• Microsoft 365 Administrator
• Other relevant Microsoft or IT service management certifications
• Fully remote opportunity for candidates located in NY, NJ, CT, MD, VA, PA, MA, RI, or Washington, DC.
• Competitive compensation and comprehensive benefits package.
• Generous paid time off.
• Medical, dental, and vision coverage.
• Monthly remote work stipend.
• Professional development, training, and tuition assistance.