IT Helpdesk Technician

Job Summary

The IT Support Specialist (Microsoft Cloud & PWA Applications) is responsible for providing advanced support, maintenance, and administration of cloud-based IT systems, primarily within the Microsoft ecosystem. This includes Microsoft 365, Azure Active Directory, and related cloud services, as well as supporting Progressive Web Applications (PWAs) used across the organization. The role ensures optimal performance, reliability, and user experience for all cloud and web-based tools.

Employment Type

Flexible employment with minimum 20 hours of availability per week.

Key Responsibilities

1. Cloud System Administration

• Manage and support Microsoft 365 and Azure environments, including user account administration, security configurations, and licensing.
• Configure and maintain Azure Active Directory, including SSO integrations and Conditional Access policies.
• Administer Exchange Online, Teams, SharePoint, and OneDrive for Business.
• Monitor system performance, implement updates, and ensure service availability.

2. Support for Progressive Web Applications (PWAs)

• Provide technical support and troubleshooting for Progressive Web Applications and browser-based business tools.
• Assist with PWA deployment, caching issues, and browser compatibility (Edge, Chrome, Firefox, Safari).
• Collaborate with developers to resolve API or service integration issues.
• Guide end-users on installation and offline use of PWAs.

3. User Support & Incident Management

• Deliver advanced helpdesk and remote support for cloud-based services and applications.
• Respond to tickets related to Microsoft 365, Azure, and company PWAs, ensuring timely and effective resolution.
• Support device and application onboarding for new users (Windows, macOS, and mobile).

4. Security & Compliance

• Enforce Microsoft Defender policies and endpoint protection.
• Manage multi-factor authentication (MFA) and data loss prevention (DLP) configurations.
• Maintain compliance with corporate data protection and IT governance policies.

6. Collaboration & Training

• Train employees on Microsoft 365 and PWA features to increase adoption and productivity.
• Serve as an internal subject matter expert (SME) for cloud technologies and web app performance.

Qualifications

Education & Experience

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 3–5 years of experience in IT support with a focus on cloud systems and web applications.

Technical Skills

• Strong hands-on experience with:
  • Microsoft 365 Admin Center and Azure Portal
  • Azure Active Directory, Conditional Access, and MFA
  • Teams, SharePoint, and OneDrive configuration
  • PWA troubleshooting (service workers, manifests, HTTPS, offline access)
  • Networking fundamentals (DNS, VPN, firewalls)
  • PowerShell scripting and automation tools
• Familiarity with Intune (MDM), Defender for Endpoint, and Exchange Online Protection (EOP).

Soft Skills

• Excellent analytical and problem-solving skills.
• Strong communication and customer service orientation.
• Ability to handle multiple priorities and complex tasks independently.
• Keen attention to detail and continuous improvement mindset.

Location:

• Remote-based role.
• May require occasional after-hours availability to handle emergency cases.