IT Senior Support Technician

Careers at Keel Keel Infrastructure is a publicly traded energy and digital infrastructure company that develops and owns data centers and power assets across North America. At Keel, you’re not just joining a company, you’re helping build the infrastructure behind the future of compute. Why Keel We’re at the intersection of energy and technology, two industries transforming in real time. The work is complex. The pace is fast. The impact is real. You’ll be part of a team that values: Ownership — we take responsibility and follow through Collaboration — we work across teams, functions, and borders Curiosity — we ask questions and keep learning Endurance — we build for the long term What It Feels Like to Work Here Fast-moving, high-growth, and hands-on Smart, driven people solving real challenges together Work that directly supports AI and next-generation infrastructure Room to grow, stretch, and take on more What We Offer Competitive salary, bonus and equity opportunities Comprehensive health and wellness benefits Retirement savings with company contribution Employee referral program We are currently looking for an IT Senior Support Technician to join our team Key Responsibilities Advanced Technical Support & Escalation Serve as the final escalation point for complex hardware, software, and network issues. Diagnose root causes of recurring or systemic issues and implement permanent fixes, not just workarounds. Own and resolve the highest-priority and highest-impact tickets, coordinating with vendors and other departments as needed. Support and troubleshoot Office 365 applications at an advanced level, including custom configurations, conditional access, and integration issues. Project & Process Ownership Lead end-to-end projects such as onboarding/offboarding automation, and knowledge library development. Design and document IT processes and standards for the wider support team to follow, rather than only executing existing procedures. Partner with Manager of IT Support on architecture and tooling decisions, including input on vendor evaluations. Identify opportunities for automation and efficiency across the support function and drive implementation. Onboarding and Offboarding Coordinate with P&C to manage onboarding and offboarding processes, adhering to company security policies. Own the technical design of provisioning and deprovisioning workflows, including Entra ID and HiBob-driven automation. Prepare and provision hardware, software, and user accounts for new hires; audit and refine the process over time. Revoke access and recover company assets during offboarding, and troubleshoot exceptions Level 1/2 escalate. System Administration & Security Administer Microsoft Intune, Entra ID (Azure AD), Exchange, SharePoint, Teams, and Slack at an advanced administrative tier. Own periodic security log reviews and compliance measures for the support function; report findings to Andreu Gill's Cybersecurity & Compliance team where relevant. Lead patch management and vulnerability remediation planning, not just deployment. Conduct and improve IT asset inventory audit processes. Network & Infrastructure Configure and maintain network resources, including servers and critical infrastructure, in coordination with Global Network Infrastructure. Own advanced troubleshooting of LAN/WAN connectivity, TCP/IP, DNS, and firewall issues. Contribute technical input on network-related workstreams (e.g., DCG removal, UPN change) as needed. Mentorship, Documentation & Training Train and mentor Level 1 and Level 2 technicians on tools, applications, and troubleshooting best practices. Maintain detailed, high-quality documentation of solutions, technical processes, and systems for the knowledge library. Act as a subject-matter resource for the wider IT team on assigned systems and projects. Required System Knowledge Microsoft Intune, Entra ID (Azure AD), M365 Suite (Exchange, SharePoint, Teams), Slack Admin Jira, Confluence Microsoft Defender, Apple…