Department: Technology Operations – Technical Support
Reports To: Manager, Technical Support
Level: 5
About the Role
Copper Hill is looking for a Technical Support Specialist I to join our global IT team and help employees stay productive and secure. You’ll provide end-user technology support across Copper Hill’s global offices: resolving helpdesk tickets, managing user accounts, deploying and maintaining devices, and supporting local office technology needs. As the local IT presence for your assigned office, you’ll work with users across locations and time zones, and you’ll escalate technical questions and complex issues to the Technical Support Manager.
What You’ll Do
- Provide Tier 1/Tier 2 support and resolve helpdesk tickets in Jira across all end-user technology issues
- Escalate technical questions and complex issues to the Technical Support Manager
- Support onboarding: create accounts, provision devices, assign licenses, and configure access
- Support offboarding: disable accounts, revoke access, recover devices, and wipe and clean up
- Manage user accounts and access through Entra ID and AppRiver
- Manage mailboxes, aliases, distribution lists, SharePoint permissions, and Teams support
- Enroll devices in Intune and Autopilot, and troubleshoot enrollment and compliance issues
- Deploy applications and updates as directed by the Technical Support Manager
- Own the local hardware lifecycle: procurement, deployment, maintenance, and decommission
- Provide basic support for local network infrastructure
- Support badge access, camera systems, and conference room technology at your office
- Support local office operations and leadership with technology needs as appropriate
- Respond to Defender alerts on end-user devices and coordinate with the Technical
- Support Manager and InfoSec team
- Contribute to the Confluence knowledge base following standards set by the Technical Support Manager
- Identify and address recurring issues before they affect users
What You Bring
- 1+ years in IT support, desktop support, or helpdesk
- Basic M365 administration skills, including Exchange, SharePoint, Teams, and Entra ID
- Experience with device enrollment and management (Intune preferred)
- Strong customer service and communication skills, with a respectful and inclusive approach
- Ability to support remote users and users in different countries
- Ability to work independently as the sole IT presence at a remote office
- CompTIA A+, Microsoft 365 Fundamentals, or similar preferred
