Senior Support Specialist
K
KingstoneIT Support
United StatesFull-TimeSenior
Salary80,000 - 95,000 USD per year
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Job Details
- Experience
- 5+ years
- Required Skills
- JiraComplianceSaaS
Requirements
- Bachelor’s degree or equivalent combination of education and relevant work experience.
- 5+ years of experience in senior IT support or service delivery within a corporate environment.
- Experience working with ticketing systems (Jira or equivalent).
- Demonstrated ability to handle escalations and complex support scenarios.
- Experience supporting SaaS applications and enterprise user environments.
- Deep understanding of audit, compliance, and regulatory processes.
- Experience in a regulated industry such as insurance, finance, or banking.
- Experience mentoring or serving as a senior point of escalation for other support staff.
- Familiarity with Microsoft enterprise environments (O365, Intune, device management).
- Strong troubleshooting and critical thinking skills.
- Excellent verbal and written communication skills.
- Ability to identify process gaps.
Responsibilities
- Act as a senior escalation point for Support Desk team members, handling complex or high impact support issues.
- Own incident coordination and follow-through for escalated issues, ensuring appropriate communication, prioritization, and resolution.
- Determine when issues should be escalated to Project Management or with vendors and coordinate accordingly.
- Maintain strong situational awareness of open incidents, risks, and service impacts.
- Provide guidance and mentorship to Support Desk staff on troubleshooting techniques, escalation judgment, and customer communication.
- Maintain a strong working knowledge of Kingstone systems, applications, and support processes.
- Participate in onboarding and offboarding activities, ensuring the quality and completeness of support execution.
- Identify recurring issues or process gaps and recommend improvements.
- Support audit and access review activities by validating documentation, access accuracy, and adherence to defined processes.
- Drive root cause analysis for recurring or high-impact incidents and ensure preventative actions are defined and tracked.
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