Senior Support Specialist

Green Key Resources; New York (NY); Remote; USD 120,000 - 150,000; Full time

Benefits offered by this job

Monthly remote work stipend

Comprehensive benefits package

Generous paid time off

Professional development

Job summary

Green Key Resources LLC 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. You will maintain reliability, security, and usability of Microsoft 365, Jira, and DocuSign while driving improvements and supporting end users.

The role combines systems administration, advanced technical support, platform governance, documentation, and cross-functional collaboration.

Qualifications

• 8+ years of experience in technical support, systems administration, or IT service delivery.
• Troubleshoot complex issues across endpoints, applications, networks, and identity platforms.
• Hands-on administration of Microsoft 365 suite (Teams, Exchange Online, SharePoint Online).
• Knowledge of security, compliance, IT governance and operational processes.
• Excellent analytical, problem-solving, and organizational skills.
• Able to manage multiple priorities and work independently in a fast-paced environment.
• Strong communication and user-support abilities.

Responsibilities

• 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.
• Serve as 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 DocuSign 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.

Skills

Technical troubleshooting

Communication skills

Problem solving

Independent work

Tools

Microsoft 365

Jira

DocuSign

SharePoint Online

Teams

Exchange Online

Security & Compliance tools

Job description

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 DocuSign, 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.

Key Responsibilities

• 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 DocuSign 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.

Required Qualifications

• 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.

Preferred Qualifications

• Jira administration experience, including workflow configuration, permissions management, and automation.
• Experience administering and supporting DocuSign.
• 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.