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Job Title: Technical Support Specialist Experience Level: 5+ Years Location: Remote Department: Infrastructure & Technical Services Job Summary: We are seeking a skilled and proactive specialist in who can provide Network Support, Windows Desktop Support, Microsoft 365 Infrastructure Support, and Server Administration Support to join our Infrastructure & Technical Services team. The ideal candidate will have over five years of hands-on experience in said mentioned support areas. This role is critical in maintaining the stability, security, and performance of our customers infrastructure. The candidate must also be bilingual in Spanish and English , with the ability to translate technical terms between the two languages. Key Responsibilities: Monitor, troubleshoot, and support enterprise network infrastructure including LAN/WAN, firewalls, and switches. Support and maintain Palo Alto firewalls, including security policies, NAT, and VPNs. Administer and support Cisco switches, VLANs, and spanning tree protocols. Collaborate with cross-functional teams to support infrastructure projects and deployments. Maintain network documentation, diagrams, and standard operating procedures. Provide support for Windows desktop environments, including installation, configuration, and maintenance. Troubleshoot and resolve hardware, software, and network issues for end users. Manage and support mobile devices (iOS and Android) using Mobile Device Management (MDM) solutions. Administer and maintain IT service management tools such as ManageEngine. Support and configure Windows, Apple iOS and Android devices in a corporate environment. Provide support for Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, and Intune. Manage user identity and access through Azure Active Directory, including conditional access policies and MFA. Monitor M365 service health, investigate incidents, and resolve issues using Microsoft 365 Admin Center and PowerShell. Support hybrid environments integrating on-premises Active Directory with Azure AD. Collaborate with security teams to enforce compliance, data loss prevention (DLP), and threat protection policies. Assist in tenant-level configuration, license management, and service adoption strategies. Administer, monitor, and troubleshoot Windows Server (2012–2022) and Linux environments. Knowledge virtualization infrastructure using VMware vSphere/ESXi. Knowledge in Deploy, configure, and maintain cloud services in Microsoft Azure . Understanding security tools such as Tenable Nessus, Cortex XDR, and ManageEngine solutions. Knowledge in Automate system administration tasks using Ansible and scripting (PowerShell, Bash). Working with teams on regular system updates, patch management, and vulnerability remediation. Ensure compliance with company security policies and industry best practices. Participate in on-call rotation and provide after-hours support as needed. A MUST / Translate technical documents and communications from Spanish to English and vice versa. A MUST / Communicate effectively with Spanish-speaking and English-speaking stakeholders. Required Qualifications: Minimum 5 years of experience in network support or administration. Knowledge with Palo Alto firewalls and Cisco switches Proficiency in Cisco switching technologies and basic routing protocols. Good understanding of TCP/IP, DNS, DHCP, VPN, and network segmentation along with identity federation (e.g., ADFS, SSO). Experience with network monitoring and diagnostic tools (e.g., Wireshark, SolarWinds). Proficiency in Windows OS (Windows 10/11) and Microsoft Office Suite. Experience with ManageEngine or similar ITSM tools. Experience with MDM platforms (e.g., Intune, ManageEngine MDM, MobileIron, AirWatch). Knowledge of iPhone and Android device configuration and support. Familiarity with Apple iOS and macOS environments. Proficiency in PowerShell scripting for automation and administration tasks. Experience with Microsoft Endpoint Manager (Intune), Exchange Online Protection (EOP), and Defender for Office 365. Excellent problem-solving and communication skills. A MUST / Fluent in both Spanish and English, with the ability to translate technical terms between the two languages. Preferred Qualifications: - Experience with cloud networking (AWS, Azure) is a plus. - Familiarity with ITIL practices and ticketing systems. Show more Show less
