Senior IT Support Technician

About Keel Infrastructure

Keel Infrastructure is a publicly traded company focused on energy and digital infrastructure, developing and managing data centers and power assets across North America. Joining Keel means contributing to the foundation of future computing, combining energy and technology in rapidly evolving industries.

Company Culture

• Ownership: commitment to responsibility and follow-through
• Collaboration: working cohesively across teams and regions
• Curiosity: continuous learning and inquiry
• Endurance: building sustainable, long-term solutions

Work Environment

• Fast-paced and dynamic with rapid growth
• Engagement with intelligent, motivated colleagues addressing real-world challenges
• Contributions directly support AI advancements and next-generation infrastructure
• Opportunities for professional growth and assuming greater responsibilities

Benefits

• Competitive salary, bonus, and equity options
• Comprehensive health and wellness plans
• Retirement saving plans with company contributions
• Employee referral incentives

Role Summary

We seek an experienced Senior IT Support Technician to provide advanced technical assistance, manage high-impact issues, lead projects, and develop IT processes within the company.

Responsibilities

• Act as the final escalation point for challenging hardware, software, and network problems.
• Analyze root causes of recurrent issues and implement long-term solutions rather than temporary fixes.
• Manage the most critical support tickets, coordinating with vendors and teams when necessary.
• Provide expert-level support and troubleshooting for Office 365 applications, covering custom setups, conditional access, and integration challenges.
• Lead IT projects including automation of onboarding/offboarding and development of the knowledge base.
• Define and document IT standards and processes for the support team to follow, improving current procedures.
• Collaborate with IT management on infrastructure and tooling decisions, including vendor assessments.
• Identify and drive automation efforts to enhance support effectiveness and efficiency.
• Coordinate onboarding and offboarding activities with People & Culture teams, ensuring compliance with security policies.
• Design and maintain provisioning workflows for user accounts and equipment using Entra ID and HiBob automation.
• Manage hardware and software provisioning for new hires and continuously improve these processes.
• Handle access revocation and asset recovery during offboarding, escalating issues as needed.
• Administer Microsoft Intune, Entra ID (Azure AD), Exchange, SharePoint, Teams, and Slack at advanced levels.
• Conduct routine security log reviews and compliance evaluations, reporting relevant findings to cybersecurity teams.
• Plan and lead patch management and vulnerability remediation activities.
• Oversee IT asset inventory audits and enhance auditing procedures.
• Configure and maintain network resources including servers and infrastructure, working with the global network team.
• Troubleshoot advanced LAN/WAN, TCP/IP, DNS, and firewall issues.
• Provide technical support for network-related projects such as domain controller removal and user principal name change initiatives.
• Mentor Level 1 and 2 technicians, delivering training on tools and troubleshooting methods.
• Maintain comprehensive, high-quality documentation for systems, processes, and solutions in the knowledge library.
• Serve as a subject matter expert on assigned systems and projects within the IT team.

Required System Knowledge and Technical Skills

• Experienced with Microsoft Intune, Entra ID (Azure AD), Microsoft 365 suite (Exchange, SharePoint, Teams), and Slack administration.
• Proficiency in Jira and Confluence platforms.
• Familiarity with Microsoft Defender, Apple Business Manager, pfSense firewall, and 3CX communications systems.
• Knowledge of VPN technologies such as Tailscale or similar.
• Advanced Active Directory skills including user management, group policy creation, and permissions management.
• Strong troubleshooting capability for complex hardware, software, and network issues.
• Expertise in networking fundamentals and configurations: LAN/WAN, TCP/IP, DNS, and firewalls.
• Advanced software support particularly with Office 365 and related enterprise applications.
• Project management skills to scope, plan, and execute IT infrastructure and process projects.

Professional and Interpersonal Attributes

• Leadership abilities with experience mentoring junior IT technicians and promoting best practices.
• Excellent customer service skills with empathetic handling of escalated or sensitive user concerns.
• Strong written and verbal communication skills, capable of explaining technical details to non-technical stakeholders.
• Demonstrated autonomy and sound judgment in navigating ambiguous or complex situations.

Educational Background and Experience

• College diploma or degree in Computer Science, IT, or related discipline.
• Five to eight years in IT support roles, showing progression to senior positions with project ownership.

Preferred Certifications

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