Senior IT Support Specialist (Tier 2) Remote

Hands-on experience in Enterprise VoIP or Unified Communications (UC) (e.g., RingCentral, Cisco Webex Calling, 8x8) Hands-on experience in Secure-Access & Zero-Trust Platforms (e.g., Zscaler, Palo Alto Prisma Access, Cisco Secure Access by Duo) Strong Networking Fundamentals (DNS, VPN, routing, NAT/SBC, proxies, SSL/TLS, certificates, firewall best practices) Experience with Endpoint & Device Management (e.g., Intune/Autopilot, Jamf, NinjaOne, SentinelOne) Proficiency in Collaboration & Productivity Suites (e.g., Google Workspace, Microsoft 365) Experience with Integrations & Workflow Tools (e.g., CRM, ticketing systems like HubSpot or Jira Service Management) Proven ability to debug complex issues Strong documentation and communication skills

Administer and support secure-access and zero-trust platforms Validate routing and policy behavior, analyze logs, and optimize configurations Manage authentication rules, SSL inspection, user profiles, and access policies Troubleshoot connectivity and performance issues Administer and support enterprise VoIP/UC systems Diagnose SIP/RTP, codec, SBC/NAT, IVR, and call-quality issues Build and maintain integrations with CRM and ticketing systems Enhance platform reliability, reporting, QoS, and operational documentation Provide Tier-2 escalation support for Windows, macOS, SaaS, and network incidents Administer collaboration suites, device management tools, and endpoint security solutions Monitor system health and assist with internal cloud operations Partner with security, operations, and engineering teams Maintain up-to-date SOPs, runbooks, and knowledge base documentation Escalate complex issues to vendors or Tier-3 support