Middle Technical Support Engineer Job at Intellias

Job Description

Over 20 years of market experience, Intellias brings together technologists, creators and innovators in Europe, North and Latin America, and the Middle East. Join our international team and take the mission to solve the advanced tech challenges of tomorrow!

Job Responsibility

Respond to support incidents and service requests via defined communication channels in line with SLAs
Investigate and resolve incidents, including real-time issues, through structured troubleshooting and log analysis
Perform advanced technical troubleshooting, including root cause analysis and validation of resolution approaches
Manage user access requests, including provisioning, deprovisioning, permission changes, and service account/API token setup across multiple SaaS platforms
Support identity and authentication processes, including troubleshooting SSO, MFA, and OAuth/SAML integration issues
Administer collaboration tools (e.g., Slack, Zoom, email platforms), including configuration, user management, and issue resolution
Execute employee lifecycle processes, including onboarding and offboarding (account setup, access revocation, hardware coordination)
Provide endpoint and hardware support, including macOS troubleshooting, device provisioning, and repair coordination
Diagnose and resolve incidents, escalating complex issues with proper documentation when needed
Maintain and update documentation, including runbooks, knowledge base articles, and operational procedures
Identify opportunities for automation and implement improvements to optimize support processes
Act as Incident Manager during Major Incidents when required
Monitor incident trends, gather and report support metrics, and track resolution progress
Collaborate with external vendors where required to support issue resolution
Continuously identify and propose improvements to support processes and operational efficiency
Act as a reliable and customer-focused point of contact, clearly communicating progress, actions, and resolutions

Requirements

2+ years in a technical support or IT support role
Excellent communication skills in English (B2 or higher – written and spoken)
Basic knowledge of server hardware, software, and operating systems
Practical understanding of ITIL processes (Incident, Problem, Change, Service Request, MIM)
Proven experience in troubleshooting and problem resolution
Ability to analyse complex technical issues
Experience with help desk software like Atlassian (Jira, Confluence), Zendesk, Freshdesk, ServiceNow etc
Hands-on experience with Okta or similar IdP (SSO configuration, user lifecycle management, MFA troubleshooting)
Proficiency in managing Slack, Zoom, and Google Workspace at an admin level
Experience with macOS and MDM solutions (e.g., JAMF), device provisioning & lifecycle
Familiarity with ticketing systems (Jira Service Management preferred)
Familiarity with GitHub/GitLab, Jira/Confluence (access and configuration)
Basic knowledge of Networking (DNS, connectivity)
Hands-on administration of SaaS platforms (Google Workspace, Slack, Zoom, Notion, etc.)
Exposure to enterprise SaaS tools (Databricks, Artifactory, Contentful, etc.)
Strong troubleshooting skills across SaaS, access, and endpoint environments
Ability to work independently and manage multiple tasks
Ability to automate operational tasks and troubleshooting steps
Good analytical and problem-solving skills
Good time management and prioritisation skills
Strong communication and customer service skills
Eagerness to help and provide service to users
Stress-resilient, capable of handling customer queries calmly
An enthusiastic attitude towards learning new technologies and methodologies
Able to adapt to dynamic environments, keep up with the Client’s requirements

Nice to have

Automation/scripting, security & compliance exposure
Experience with access governance tools (Opal, Lumos, or similar)
Familiarity with developer tooling admin (GitHub/GitLab org management, Artifactory, CI/CD basics)
Knowledge of SCIM provisioning, SAML/OAuth debugging
Experience in a SaaS-heavy tech company environment (30+ tools in stack)
AWS IAM familiarity (console access, role-based permissions)
Practical experience with ITIL processes, ability to explain lifecycle of each issue type
Knowledge of dynamic alerting and anomaly detection in monitoring tools
Experience in 24/7 support environments / shift work

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Middle Technical Support Engineer

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