IT Senior Support Specialist

sterlingtonpllc; Santiago; Remote; CLP 54,130,000 - 94,727,000; Full time

Job summary

Sterlington PLLC is seeking an IT Senior Support Specialist to be a go-to technical expert for a distributed workforce in a remote-first environment. You will handle complex support issues, escalate as needed, and improve how support is delivered across the organization.

This hands-on role emphasizes problem solving, knowledge sharing, and proactive service improvements that impact day-to-day technology use for partners and staff.

Qualifications

• 5+ years of IT support experience with escalated issues.
• Strong knowledge of Microsoft 365, Windows, and macOS.
• Experience with Active Directory and Entra ID (hybrid identity, MFA).
• Experience with Microsoft Intune and virtual desktop environments.
• Excellent English communication, including to senior executives and partners.
• Experience with ITSM platforms (Freshservice, ServiceNow).

Responsibilities

• Serve as the escalation point for complex or high-priority incidents and requests from the IT support team.
• Troubleshoot and resolve issues across Microsoft 365, Windows, macOS, Azure Virtual Desktop (AVD), user access and remote connectivity.
• Lead the response to major incidents, communicating clearly with affected users and stakeholders.
• Manage the endpoint lifecycle: provisioning, configuring, shipping, and maintaining laptops, mobile devices, and peripherals.
• Run onboarding and offboarding, including account setup, access, and equipment.
• Administer Microsoft 365, Active Directory, and Entra ID day-to-day (users, groups, licensing, MFA, access requests).
• Support Microsoft Intune operations: app deployment, patching, endpoint policies.
• Create and maintain knowledge base articles, runbooks, and how-to guides, and help train the IT support team to resolve more issues at first contact.
• Manage incidents, requests, and problems. Track ticket trends and meet SLAs.
• Identify recurring issues, perform root cause analysis, and implement permanent fixes.
• Look for opportunities to automate routine tasks and expand self-service options, including AI-driven tools.
• Support the Security team with access reviews, device compliance, phishing reports, and data protection practices.

Skills

IT support

Microsoft 365

Windows

macOS

Active Directory

Entra ID

Microsoft Intune

Virtual desktop

ITSM platforms

English communication

Documentation writing

Async remote work

AI tools for support

Tools

Freshservice

ServiceNow

Job description

Location: 100 % remote Contract: Full-time, Independent Contractor Posting Jurisdictions : To support US Eastern Time working hours

Our Firm:

Sterlington PLLC is a full-service law firm focusing on complex corporate, litigation, executive compensation, and private wealth matters. As a firm, we focus on the economics as well as the legal aspects of our matters. Among other strengths, Sterlington is the ultimate law firm for founders, senior executives, and UHNWIs as well as their related businesses.

Learn more at: www.sterlingtonlaw.com/

The Opportunity

We're looking for an IT Senior Support Specialist to be a go-to technical expert for our users, making sure they have reliable, responsive, and secure technology to do their best work. You'll handle complex support issues, serve as an escalation point for the help desk, and help improve how support is delivered across the organization.

This is a hands‑on role for someone who enjoys solving problems, helping people, and sharing knowledge with teammates. You'll have a visible impact on the day‑to‑day experience of everyone who relies on our technology.

What You'll Do:

• Serve as the escalation point for complex or high-priority incidents and requests coming from the IT support team.
• Troubleshoot and resolve issues across Microsoft 365, Windows, macOS, Azure Virtual Desktop (AVD), user access, and remote connectivity.
• Lead the response to major incidents, communicating clearly and calmly with affected users and stakeholders.
• Manage the endpoint lifecycle: provisioning, configuring, shipping, and maintaining laptops, mobile devices, and peripherals for a distributed workforce.
• Run onboarding and offboarding, including account setup, access, and equipment.
• Administer Microsoft 365, Active Directory, and Entra ID day-to-day (users, groups, licensing, MFA, access requests).
• Support Microsoft Intune operations: app deployment, patching, and endpoint policies, in partnership with Infrastructure.
• Create and maintain knowledge base articles, runbooks, and how‑to guides, and help train the IT support team to resolve more issues at first contact.
• Manage incidents, requests, and problems. Track ticket trends and help us meet our SLAs.
• Identify recurring issues, perform root cause analysis, and recommend permanent fixes.
• Look for opportunities to automate routine tasks and expand self‑service options, including AI‑driven tools.
• Support the Security team with access reviews, device compliance, phishing reports, and data protection practices.

What We’re Looking For :

• 5+ years of experience in IT support, with a track record of handling escalated and complex issues.
• Strong working knowledge of Microsoft 365, Windows, and macOS.
• Experience with Active Directory and Entra ID (user management, hybrid identity, MFA).
• Hands‑on experience with Microsoft Intune (app deployment, patching, endpoint policies).
• Experience supporting virtual desktop environments.
• Experience with ITSM platforms (Freshservice, ServiceNow, or similar)
• Excellent communication skills in English, written and spoken, with the ability to explain technical issues clearly to non‑technical users, including senior executives and partners.
• Strong troubleshooting, prioritization, and time management skills in a fast‑paced, service‑oriented environment.
• A track record of writing documentation that people actually use: clear, current, and easy to follow for non‑technical audiences.
• Comfortable working async in a distributed, remote‑first environment.
• Hands‑on experience using AI tools to automate or speed up support work
• Nice‑to‑have

Nice‑to‑have

• Experience in a law firm or other professional services environment.
• Experience with Nerdio or other AVD management tools.
• Scripting skills with PowerShell for troubleshooting and automation.
• Website hosting and administration experience: DNS and domain management, SSL/TLS certificates, CMS administration (e.g., WordPress), cloud or managed hosting, and CDN/WAF services such as Cloudflare.

At Sterlington, we believe that world‑class talent has no boundaries. We are committed to fostering a diverse and inclusive environment where unique perspectives are valued and every individual has the opportunity to thrive.