Job Title: Senior IT Support Specialist (Tier 2) (Remote)

Location: Remote

Summary

We are seeking a Senior IT Support Specialist (Tier 2) to support and enhance our secure access, network, and enterprise communication platforms for a distributed, global team. This role is ideal for IT professionals experienced in managing complex IT environments that serve multiple regions, ensuring reliable and secure operations across diverse user bases.

You will act as a key resource for secure access platforms, enterprise VoIP/UC systems, and other critical infrastructure that enables seamless global collaboration.

Key Responsibilities

Secure Access & Network (Zscaler or Equivalent)

Administer and support secure-access and zero-trust platforms (see Targeted Skills).
Validate routing and policy behavior, analyze logs and client diagnostics, and optimize configurations for performance and security.
Manage authentication rules, SSL inspection, user profiles, and access policies.
Troubleshoot connectivity and performance issues, escalating to vendor support as required.

Voice & Communications Systems (VoIP or UC Platforms)

Administer and support enterprise VoIP/UC systems, including setup, maintenance, and troubleshooting.
Diagnose SIP/RTP, codec, SBC/NAT, IVR, and call-quality issues.
Build and maintain integrations with CRM and ticketing systems to support call logging, analytics, and operational workflows.
Enhance platform reliability, reporting, QoS, and operational documentation.

Systems Operations & Endpoint Support

Provide Tier-2 escalation support for Windows, macOS, SaaS, and network incidents.
Administer collaboration suites (Google Workspace, Microsoft 365), device management tools (Intune/Autopilot, Jamf), and endpoint security solutions (NinjaOne, SentinelOne).
Monitor system health using tools like Zabbix (or equivalents), and assist with internal cloud operations.

Collaboration & Documentation

Partner with security, operations, and engineering teams to enforce compliance and secure access controls.
Maintain up-to-date SOPs, runbooks, and knowledge base documentation.
Escalate complex issues to vendors or Tier-3 support as needed, ensuring clear communication and resolution tracking

Qualifications

We are looking for candidates with hands-on experience in:

Enterprise VoIP or Unified Communications (UC): RingCentral or competitors such as Cisco Webex Calling, 8x8, Vonage Business Communications, Microsoft Teams Calling, Zoom Phone, Dialpad, GoTo Connect, Mitel MiCloud, Ringover, and similar platforms.
Secure-Access & Zero-Trust Platforms: Zscaler (ZIA, ZPA, Client Connector) or alternatives like Palo Alto Prisma Access, Cisco Secure Access by Duo, Okta Adaptive MFA, Cloudflare One, Akamai Enterprise Application Access, Proofpoint, Symantec Secure Access Cloud, or equivalent.
Networking Fundamentals: DNS, VPN, routing, NAT/SBC, proxies, SSL/TLS, certificates, firewall and network security best practices.
Endpoint & Device Management: Intune/Autopilot, Jamf, NinjaOne, SentinelOne, or similar tools.
Collaboration & Productivity Suites: Google Workspace, Microsoft 365, and email security protocols (SPF/DKIM/DMARC).
Integrations & Workflow Tools: CRM and ticketing systems such as HubSpot or Jira Service Management.
Troubleshooting & Documentation: Proven ability to debug complex issues across networks, VoIP, and systems, with strong documentation and communication skills.

Why This Role Is Exciting

Fully remote role with flexible hours, collaborating with a global team.
Competitive salary, professional development, and certification support.
Ownership of systems that impact the entire organization.
Exposure to enterprise-grade security and communication platforms, with the chance to implement best-in-class practices at scale.

About Bold Business

Bold Business is a US-based global business process outsourcing (BPO) firm with over 25 years of experience and $7B+ in client engagements. We help fast-growing companies scale through smart talent strategies, automation, and technology-driven solutions.

Bold Business recruiters always use a @boldbusiness.com email address and/or from our Applicant Tracking System, Greenhouse. Any variation of this email domain should be considered suspicious. Additionally, Bold Business recruiters and authorized representatives will never request sensitive information in email or via text.

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