Sr. IT Support Specialist

About the role

This position delivers hands-on technical support and advanced problem resolution within a global, Apple-centric enterprise. The role escalates complex issues across platforms and mentors colleagues to strengthen overall IT capability. You will serve as a critical technical expert, diagnosing and resolving intricate hardware and software problems across diverse environments while maintaining system reliability and user productivity. The position requires a deep commitment to providing exceptional support experiences that align with the company's high standards for operational excellence. You will work closely with cross-functional teams to identify root causes and implement sustainable solutions that enhance the overall technology infrastructure. This role is pivotal in driving continuous improvement in support processes and fostering a culture of knowledge sharing. Success in this position will be measured by your ability to resolve issues efficiently, reduce escalations, and contribute to the development of the global IT team.

Key facts

What you'll do

Employees resolve hardware and software issues through on-site, hands-on support that sustains core IT reliability.

You diagnose and troubleshoot complex technical issues across macOS and Windows platforms, applying advanced problem-solving techniques to minimize downtime.

You provide authoritative support for Google Workspace, Okta, Slack, and Zoom, ensuring seamless user experiences and high adoption rates.

You manage endpoint security tools and MDM solutions such as Jamf, enforcing compliance workflows and maintaining device integrity.

You utilize command line proficiency and basic scripting knowledge in Bash and Python to automate repetitive tasks and enhance support workflows.

You investigate and resolve issues related to networks and connected devices, including environments utilizing Ubiquiti or similar infrastructure.

You contribute to the development and maintenance of enterprise IT security practices and ensure adherence to compliance requirements in daily operations.

You mentor colleagues and share knowledge to elevate the overall technical capability and problem-solving skills of the global IT team.

You collaborate with cross-functional partners to identify systemic issues and drive initiatives that improve support standards and user satisfaction.

You maintain detailed documentation of troubleshooting processes and resolutions to build a robust knowledge base for future reference.

You proactively identify potential technology risks and recommend mitigation strategies to prevent future incidents.

You engage with users through various support channels, demonstrating empathy and clear communication to resolve issues effectively.

You participate in on-call rotations to provide timely support for critical incidents affecting core business operations.

You stay current with emerging technologies and industry best practices to continuously improve support methodologies and service delivery.

Requirements

The posting states a pay range of $104000 to $130000.

Candidates bring 4+ years of progressive IT experience in a corporate setting with increasing autonomy.

Proficiency in administering and troubleshooting Google Workspace, Okta, Slack, and Zoom is required.

Familiarity with MDM solutions such as Jamf and management of endpoint security tools and compliance workflows is required.

Strong troubleshooting skills across macOS and Windows enable independent resolution of complex issues.

Experience with networks and connected devices, including Ubiquiti or similar environments, is required.

Command line proficiency and basic scripting knowledge in Bash, Python, or similar automate tasks and improve support workflows.

Understanding of enterprise IT security practices and compliance requirements is applied to daily operations.

A proactive, resourceful mindset supports independent work and contribution to global IT objectives.

Candidates must be authorized to work in the United States without visa sponsorship.

Candidates must possess a Bachelor's degree or equivalent professional experience.

Candidates must be able to start work on the first day of employment.

Onsite presence in the New York office is mandatory for this role.

Travel may be required as part of role responsibilities.

Practical notes

This role requires authorization to work in the United States without visa sponsorship and the ability to start work on the first day.

Onsite presence in the New York office is expected.

Travel may be required as part of role responsibilities.

Team collaboration occurs with a global IT organization.

Typical interview steps

Customer success interviews usually include a support scenario, a communication exercise, and behavioral questions. Candidates may be asked to handle an upset customer or plan an onboarding call. Some loops test product knowledge. Empathy and clear writing are the core skills. Interviewers often ask how you would bring an unhappy account back on track. Structure your answer around listening, a plan, and follow up.

Good to know

The role operates in a data and AI platform used by investment professionals.

Primary tools include Mac devices, Google Workspace, and collaboration platforms.

Enterprise IT security and compliance practices shape daily activities.

Cross-functional collaboration supports unified support standards.

Continuous learning helps professionals adapt to evolving technology landscapes.

Questions to ask

Good questions to ask the employer in the interview: what does success look like in the first six months, how is the team structured, what is the current biggest challenge, and how are decisions made. Asking about growth paths and the review process is also well received. Employers expect questions, and good ones show preparation.

Career growth

Customer success careers grow from specialist to manager and director levels. Some people move toward account management or solutions engineering. Deep product knowledge and cross-functional work with support, sales, and product teams become key at senior levels. Success careers reward product depth and relationship skills equally. Many leaders in this function started in support or account management.

About the company

is a cloud based American wealth management software platform for RIAs specializing in data aggregation, analytics, and portfolio reporting. Addepar's clientele is primarily high-net-worth and ultra-high-net-worth individuals and companies.