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BLUU KAZI

Cybersecurity, IT and AI talent

IT Support Specialist

US Remote Full-time

Posted 10/29/2026

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Role Summary

As an IT Support Specialist for a BLUU KAZI client’s remote Managed Services team, you will take ownership of technical issues that require deeper investigation than front-line support, partnering with engineers when advanced infrastructure expertise is needed. You will support customers across a variety of environments, including end-user hardware, virtual desktops, Microsoft technologies, and networking. The schedule for this remote role covers core 1st-shift business hours in the Pacific Time Zone (starting between 7:00 AM and 9:00 AM PST).

Responsibilities

  • Investigate and resolve escalated end-user technical issues across applications, operating systems, virtual desktops, authentication, networking, and endpoints.
  • Use a methodical approach to troubleshooting (reviewing symptoms, logs, and recent changes) to identify root causes rather than just implementing immediate workarounds.
  • Provide professional customer support through phone, email, chat, remote sessions, and the IT service management (ITSM) platform.
  • Manage and troubleshoot user accounts, Active Directory, Microsoft 365, MFA, and onboarding/offboarding activities.
  • Configure and support virtual desktops, laptops, mobile devices, peripherals, and client applications in cloud or hosted environments.
  • Diagnose network connectivity, DNS, DHCP, and VLAN issues, escalating to Tier Three Engineering while maintaining issue ownership.
  • Review, triage, and respond to monitoring alerts and events.
  • Document customer communications, troubleshooting steps, and resolutions thoroughly in the ITSM platform.
  • Create and improve knowledge base documentation and share lessons learned with front-line Analysts.
  • Perform approved application upgrades, maintenance, and after-hours support activities as needed.

Required Skills

  • IT Support
  • Windows OS
  • Active Directory
  • Microsoft 365
  • VDI
  • VMware Horizon
  • Citrix
  • TCP/IP
  • DNS
  • DHCP
  • ITSM Platforms
  • Remote Support Troubleshooting

Qualifications

  • High school diploma or equivalent required; an Associate degree in Information Technology or a related field is preferred.

  • 3+ years of professional IT support experience, preferably within a Managed Services Provider (MSP) or multi-customer support environment.

  • Demonstrated experience troubleshooting complex issues beyond scripted solutions and standard knowledge base procedures.

  • Strong working knowledge of Windows, Active Directory, Microsoft 365, TCP/IP, DNS, DHCP, and remote support tools.

  • Proven experience supporting virtual desktop, remote desktop, or hosted application environments (e.g., VMware Horizon, Citrix, RDS).

  • Strong written and verbal communication skills with the ability to manage multiple issues calmly and efficiently.

Nice to Have

  • Technical certifications such as VCTA, VCP, CCNA, or Microsoft certifications.

  • Familiarity with virtualization and server management (VMware, Hyper-V, Windows Server, Group Policy).

  • Experience with RMM tools (e.g., NinjaOne), Veeam or comparable backup tools, VoIP, MDM, and network security appliances.

  • A strong technical curiosity and desire to continue developing expertise in cloud infrastructure, automation, and security.

What We Offer

  • A direct line to the hiring team. BLUU KAZI presents your profile in person, so your application never disappears into a portal.
  • Coaching at every stage. Interview preparation, feedback after each round and support through the offer.
  • Room to grow. Access to BLUU KAZI training and certification paths in cybersecurity, cloud and AI.
  • A bench that works for you. Join our network of emerging and veteran technologists and hear first about roles that fit.

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