IT Senior Support Technician
Keel Infrastructure —Pittsburgh, PA
- Computer science
- Computer Science
- 5 years
- Health insurance
- Referral program
Quick Apply
13d

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IT Senior Support Technician

Keel Infrastructure
Pittsburgh, PA

Quick Apply

Job Details

13 days ago

Benefits

Health insurance
Referral program

Qualifications

Jira
Project development phase management
IT user and group management
GPO
Tooling
Team leadership
Enterprise software
Slack
Microsoft Exchange
Microsoft Office
Communication platforms
Endpoint Detection and Response (EDR)
Network configuration for security systems
Team development
Cloud service support
Confluence
Computer hardware
Remote access management
Hardware support
Azure AD
Mentoring
WAN
Networking equipment (troubleshooting support)
Collaborative technology platforms
Microsoft Teams
SharePoint
Access control management
VPN management
Defect tracking tools
Identity and access management (IAM) solutions

Full Job Description

Careers at Keel

Keel Infrastructure is a publicly traded energy and digital infrastructure company that develops and owns data centers and power assets across North America.

At Keel, you're not just joining a company, you're helping build the infrastructure behind the future of compute.

Why Keel

We're at the intersection of energy and technology, two industries transforming in real time.

The work is complex. The pace is fast. The impact is real.

You'll be part of a team that values:

Ownership— we take responsibility and follow through
Collaboration— we work across teams, functions, and borders
Curiosity— we ask questions and keep learning
Endurance— we build for the long term

What It Feels Like to Work Here

Fast-moving, high-growth, and hands-on
Smart, driven people solving real challenges together
Work that directly supports AI and next-generation infrastructure
Room to grow, stretch, and take on more

What We Offer

Competitive salary, bonus and equity opportunities
Comprehensive health and wellness benefits
Retirement savings with company contribution
Employee referral program

We are currently looking for an IT Senior Support Technician to join our team

Key Responsibilities

Advanced Technical Support & Escalation

Serve as the final escalation point for complex hardware, software, and network issues.
Diagnose root causes of recurring or systemic issues and implement permanent fixes, not just workarounds.
Own and resolve the highest-priority and highest-impact tickets, coordinating with vendors and other departments as needed.
Support and troubleshoot Office 365 applications at an advanced level, including custom configurations, conditional access, and integration issues.

Project & Process Ownership

Lead end-to-end projects such as onboarding/offboarding automation, and knowledge library development.
Design and document IT processes and standards for the wider support team to follow, rather than only executing existing procedures.
Partner with Manager of IT Support on architecture and tooling decisions, including input on vendor evaluations.
Identify opportunities for automation and efficiency across the support function and drive implementation.

Onboarding and Offboarding

Coordinate with P&C to manage onboarding and offboarding processes, adhering to company security policies.
Own the technical design of provisioning and deprovisioning workflows, including Entra ID and HiBob-driven automation.
Prepare and provision hardware, software, and user accounts for new hires; audit and refine the process over time.
Revoke access and recover company assets during offboarding, and troubleshoot exceptions Level 1/2 escalate.

System Administration & Security

Administer Microsoft Intune, Entra ID (Azure AD), Exchange, SharePoint, Teams, and Slack at an advanced administrative tier.
Own periodic security log reviews and compliance measures for the support function; report findings to Andreu Gill's Cybersecurity & Compliance team where relevant.
Lead patch management and vulnerability remediation planning, not just deployment.
Conduct and improve IT asset inventory audit processes.

Network & Infrastructure

Configure and maintain network resources, including servers and critical infrastructure, in coordination with Global Network Infrastructure.
Own advanced troubleshooting of LAN/WAN connectivity, TCP/IP, DNS, and firewall issues.
Contribute technical input on network-related workstreams (e.g., DCG removal, UPN change) as needed.

Mentorship, Documentation & Training

Train and mentor Level 1 and Level 2 technicians on tools, applications, and troubleshooting best practices.
Maintain detailed, high-quality documentation of solutions, technical processes, and systems for the knowledge library.
Act as a subject-matter resource for the wider IT team on assigned systems and projects.

Required System Knowledge

Microsoft Intune, Entra ID (Azure AD), M365 Suite (Exchange, SharePoint, Teams), Slack Admin
Jira, Confluence
Microsoft Defender, Apple Business Manager, pfSense, 3CX
Tailscale or comparable VPN administration

Required Technical Skills

Active Directory (AD): advanced user management, group policy design, and permissions structuring.
Troubleshooting: diagnose and resolve complex, cross-system hardware, software, and network issues independently.
Networking: LAN/WAN, TCP/IP, DNS, and firewall configuration and design.
Software Support: advanced configuration and support for Office 365 and related enterprise tools.
Project Management: able to scope, plan, and deliver IT process or infrastructure projects end to end.

Interpersonal and Professional Skills

Leadership: mentors junior technicians and sets an example for ticket quality and professionalism.
Customer Service: delivers professional, empathetic support to users, including in escalated or sensitive situations.
Communication: clearly conveys technical solutions and project updates in written and verbal formats, including to non-technical stakeholders.
Ownership and Agility: operates with a high degree of autonomy and sound judgment in ambiguous situations.

Education and Experience

College diploma or degree in Computer Science, Information Technology, or related field.
5 to 8 years of experience in IT support, with demonstrated progression into more senior or project-owning responsibilities.

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

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