Senior IT Support Specialist — Remote

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

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.