Responsibilities:

• Act as the primary escalation point for complex IT issues and incidents.
• Manage the onboarding and offboarding of employees, including account creation and configuration, access provisioning, and hardware and software setup.
• Support domain transitions and collaborate with hosting platforms such as GoDaddy and AppFolio.
• Administer SharePoint permissions and structures, and ensure data recovery and backup protocols are in place.
• Configure and maintain phone systems and call trees through the Comcast backend.
• Provide remote support during property transitions, including reconfiguration of wiped or replaced computers.
• Lead small-to-mid-sized IT projects and drive process improvements within the IT function.
• Mentor junior IT staff, providing technical guidance and maintaining clear technical documentation and SOPs.
• Collaborate with other departments and external vendors to resolve systemic or recurring issues.
• Maintain and enforce security protocols, including access control, and support audit log visibility for daily IT activity.

Requirements

• 4–6 years of experience in IT support, with at least 2 years in a senior/escalation role (L2/L3 or equivalent).
• Advanced troubleshooting skills for Windows and macOS environments, including performance, connectivity, software, and hardware issues.
• Strong hands-on experience with Active Directory and Microsoft 365/Office 365 administration, including users, groups, licenses, Exchange, Teams, and policies.
• Solid understanding of network fundamentals and protocols: DNS, DHCP, VPN, and general connectivity troubleshooting.
• Excellent communication skills in English, both written and verbal, with the ability to support non-technical users and business stakeholders.
• Proven ability to work under pressure, manage priorities, and handle multiple incidents or requests simultaneously.
• Willingness to work on-site at Solvo Global offices, with potential for remote work after demonstrating reliability and strong performance.
• Experience with US-based companies or supporting US time zones and business environments.
• Practical experience with ticketing systems (e.g., Jira, ServiceNow, or similar) for incident and request management.
• Proficiency in SharePoint configuration and permission management, including site structures, access models, and basic data governance.
• Familiarity with scripting languages such as PowerShell and/or Bash to automate recurring tasks and improve efficiency.
• Demonstrated cybersecurity awareness, including access control best practices, secure handling of credentials, and adherence to company security policies.
• Strong mentoring mindset and experience guiding junior IT staff or peers.
• Bachelor’s degree in Information Technology, Computer Science, or equivalent hands-on experience that demonstrates similar competency.