Senior IT Support Specialist
About Us
Fluxergy is a rapidly growing in vitro diagnostics company innovating on the cutting-edge of laboratory testing. We’re developing the first and only multi-modal point-of-care platform that enables molecular, clinical chemistry, immunoassay, and hematology testing on the same system.
Our platform spans many markets including the clinical, veterinary, and food safety industries. We are seeking self-motivated problem solvers who are excited to help decentralize traditional laboratory infrastructure.
At the core of our company’s identity is a strong foundation in engineering. We take great pride in our commitment to critical thinking and pragmatic problem-solving through a modular and systemic perspective. We hold the conviction that transparent communication, coupled with the flexibility to adjust to evolving scenarios and the willingness to venture beyond familiar territories, is crucial to both our success and yours.
Our product: https://vimeo.com/176673475
About the Role
As a Senior IT Support Specialist at Fluxergy, you will serve as the primary escalation point for complex, ambiguous, or business-critical technical issues that Tier 1 support cannot resolve. You bring deep, independent technical judgment to troubleshooting across end-user computing, Microsoft 365 administration, and networking, and you're relied on to own tickets through root-cause resolution, not just triage them. This role is ideal for an experienced IT support professional who thrives on solving the hard problems, supporting executives and critical business functions with confidence, and providing informal technical guidance to less experienced team members. You will work closely with a small, collaborative IT team supporting approximately 100 employees across manufacturing, engineering, and corporate functions.
Team culture:
- Positive
- Proactive
- Accountable
- Team oriented
- Continuous learner
- Great communicator
- Build strong working relationships
- Contribute to a productive team culture
What You Will Do
- Serve as the escalation point for Tier 1 support, triaging and resolving complex, multi-system, or previously unresolved incidents.
- Provide direct, high-touch technical support to executives and other VIP users, including business-critical after-hours support when needed.
- Own root-cause diagnosis for recurring or difficult hardware, software, and business-system issues across desktops, laptops, mobile devices, printers, conference room technology, and related equipment.
- Troubleshoot network infrastructure issues (including switches, wireless connectivity, and related equipment) for problems that couldn't be resolved at Tier 1.
- Diagnose and resolve advanced deployment and configuration issues on Windows and macOS devices, including enrollment or policy failures.
- Own Microsoft 365 administrative troubleshooting, including:
- Entra ID (Azure AD) user, group, and license management; conditional access and MFA/Security Defaults troubleshooting
- Exchange Online mailbox configuration, permissions, and mail-flow issue resolution
- Microsoft Intune endpoint policy troubleshooting and compliance issue resolution
- SharePoint/OneDrive permissions and access issue resolution
- Microsoft Teams administration and issue resolution
- Resolve escalations and exceptions related to employee onboarding/offboarding (e.g., complex license or permission conflicts, failed automated provisioning): routine provisioning is handled by Tier 1.
- Provide informal mentorship and technical guidance to Tier 1 support staff, helping build their troubleshooting capability.
- May be consulted for technical input on IT projects or rollouts led by other members of the IT team, but is not responsible for project ownership or delivery.
- Occasionally assist with moving or installing IT equipment as needed.
- Perform other duties as assigned.
- Microsoft 365, including Entra ID admin center, Exchange admin center, and Microsoft Intune
- Windows 10/11
- macOS
- ManageEngine ServiceDesk (formerly Desktop Central)
- EDRs and NDRs such as CrowdStrike, SentinelOne, and Darktrace
- Printers and label printing systems
- Security badge systems
Technologies You'll Work With
What You'll Need to Have
- 6-8 years of experience supporting Windows-based desktop environments, with demonstrated progression into complex/escalated issue resolution.
- Hands-on experience administering Microsoft 365 services (Entra ID, Exchange Online, Intune, SharePoint/OneDrive, Teams), not just supporting end users on M365 apps.
- Demonstrated ability to work independently and exercise sound judgment on ambiguous or undocumented issues, owning tickets through resolution without close supervision.
- Excellent verbal and written communication skills, including experience communicating with and supporting executive-level stakeholders.
- Strong customer service mindset and ability to work effectively with employees at all levels of the organization.
- Ability to prioritize and manage a mix of escalated tickets and ad hoc requests in a fast-paced environment.
- Associate degree in Information Technology or related field, or equivalent work experience.
- Occasional ability to move, install, lift, and transport IT equipment as needed.
- Microsoft 365 Certified: Endpoint Administrator Associate, Microsoft 365 Certified: Modern Desktop Administrator, or Security, Compliance, and Identity Fundamentals (SC-900)
- Advanced experience with ticketing/incident management systems such as ManageEngine ServiceDesk
- Intermediate-to-advanced networking troubleshooting experience
- Strong macOS administration and troubleshooting experience
- Familiarity with basic scripting or automation (e.g., PowerShell) to streamline recurring fixes
Preferred Qualifications