Senior IT Support Specialist - user accounts and access (remote)

Rivermark Fern Telecom Group builds and runs fibre and wireless networks in the Cleveland area, and we need a Senior IT Support Specialist to lead our user accounts and access. You would join a small organisation of about 109 people, working mostly from home. What you will do • Troubleshoot Wi-Fi, VPN and software problems and escalate vendor issues with clear notes. • Create and disable user accounts as people join and leave. • Keep an accurate asset list and patch schedule. • Answer support requests by phone, chat and in person and log every ticket. • Write short how-to guides for problems that keep recurring. What we are looking for • A patient way with colleagues who are not technical. • Working knowledge of Windows, macOS and Microsoft 365. • One to three years of help-desk or desktop-support experience. Nice to have • CompTIA A+ or similar certification. • Experience with outage reports. Working arrangement • Full-time, Monday to Friday. • Fully remote, with quarterly visits in Cleveland. • We will tell you what to expect at each step of the hiring process.