IT Senior Support Technician

About Keel Infrastructure

Keel Infrastructure is a publicly traded company focusing on energy and digital infrastructure, owning data centers and power assets across North America. The team operates at the crossroads of energy and technology, supporting fast-paced, transformative industries related to AI and next-gen infrastructure.

Company Culture and Values

• Ownership: taking responsibility and seeing tasks through completion.
• Collaboration: working cross-functionally and internationally.
• Curiosity: continual learning and inquiry.
• Endurance: building solutions for the long term.

Employees experience a dynamic, growth-oriented environment with smart colleagues tackling real problems, ample opportunity for professional growth, and meaningful work impact.

Compensation and Benefits

• Competitive salary with bonuses and equity options
• Comprehensive health and wellness plans
• Company-supported retirement savings
• Employee referral incentives

Role Overview

The IT Senior Support Technician will handle complex support issues, lead projects, administer critical systems, and mentor junior staff within the IT support function.

Key Responsibilities

• Act as the highest escalation point for challenging hardware, software, and network problems, driving permanent solutions beyond quick fixes.
• Manage high-impact tickets with coordination across vendors and internal teams.
• Provide advanced Office 365 application support including custom setups, conditional access, and integrations.
• Lead projects such as onboarding/offboarding automation and knowledge base development.
• Design and document IT processes and standards guiding the support team.
• Collaborate with IT management on tooling and vendor strategy.
• Identify opportunities for automation to enhance support efficiency.
• Manage onboarding/offboarding workflows in partnership with People & Culture, including provisioning via Entra ID and HiBob automation.
• Prepare hardware, software, and user accounts for new hires; continuously audit and improve these processes.
• Ensure secure revocation of access and asset recovery during employee separations, handling escalations as needed.
• Administer Microsoft Intune, Azure AD, Exchange, SharePoint, Teams, and Slack at an advanced level.
• Oversee security log reviews and compliance, reporting to cybersecurity teams.
• Lead patch management and vulnerability remediation planning.
• Maintain IT asset inventory audit and related procedures.
• Support network infrastructure configuration and advanced troubleshooting of LAN/WAN, TCP/IP, DNS, and firewall settings in collaboration with global teams.
• Mentor Level 1 and Level 2 technicians; develop training materials and document technical processes comprehensively.
• Serve as subject matter expert for assigned IT systems and projects.

Required Technical Skills and System Knowledge

• Microsoft Intune administration and Entra ID (Azure AD)
• Advanced M365 tools: Exchange, SharePoint, Teams
• Slack administration
• Jira and Confluence usage and configuration
• Microsoft Defender, Apple Business Manager, pfSense, and 3CX proficiency
• VPN administration such as Tailscale
• Active Directory advanced user and group policy management
• Comprehensive troubleshooting for cross-system hardware, software, and networking issues
• Solid networking knowledge: LAN/WAN, TCP/IP, DNS, firewall design and support
• Project management capabilities to plan and execute IT initiatives

Professional Attributes

• Leadership skills with proven ability to mentor junior technicians and uphold high-quality support standards
• Strong customer service aptitude with empathy and professionalism, especially in escalated scenarios
• Effective communication skills for both technical and non-technical audiences
• Independent, responsible, and agile approach to complex and ambiguous situations

Education and Experience

• College diploma or degree in Computer Science, IT, or similar field
• 5 to 8 years of progressively responsible experience in IT support with leadership and project ownership

Preferred Certifications

• CompTIA Security+
• Microsoft Certified: Azure Administrator Associate or Security Operations Analyst Associate
• CCNA or equivalent networking certification
• Microsoft 365 Certified: Enterprise Administrator Expert