Senior It Support Specialist

India, Latin America, PhilippinesJob Title: Senior IT Support Specialist (Tier 2) (Remote)Location: RemoteSummary: We are seeking a Senior IT Support Specialist (Tier 2) to support and enhance our secure access, network, and enterprise communication platforms for a distributed, global team.This role is ideal for IT professionals experienced in managing complex IT environments that serve multiple regions, ensuring reliable and secure operations across diverse user bases.Key ResponsibilitiesSecure Access & Network (Zscaler or Equivalent)Administer and support secure-access and zero-trust platforms (see "Targeted Skills").Validate routing and policy behavior, analyze logs and client diagnostics, and optimize configurations for performance and security.Manage authentication rules, SSL inspection, user profiles, and access policies.Troubleshoot connectivity and performance issues, escalating to vendor support as required.Voice & Communications Systems (VoIP or UC Platforms)Administer and support enterprise VoIP/UC systems, including setup, maintenance, and troubleshooting.Diagnose SIP/RTP, codec, SBC/NAT, IVR, and call-quality issues.Build and maintain integrations with CRM and ticketing systems to support call logging, analytics, and operational workflows.Enhance platform reliability, reporting, QoS, and operational documentation.Systems Operations & Endpoint SupportProvide Tier-2 escalation support for Windows, macOS, SaaS, and network incidents.Administer collaboration suites (Google Workspace, Microsoft 365), device management tools (Intune/Autopilot, Jamf), and endpoint security solutions (NinjaOne, SentinelOne).Monitor system health using tools like Zabbix (or equivalents), and assist with internal cloud operations.Partner with security, operations, and engineering teams to enforce compliance and secure access controls.Maintain up-to-date SOPs, runbooks, and knowledge base documentation.Escalate complex issues to vendors or Tier-3 support as needed, ensuring clear communication and resolution tracking.QualificationsWe are looking for candidates with hands-on experience in:Enterprise VoIP or Unified Communications (UC): RingCentral or competitors such as Cisco Webex Calling, 8x8, Vonage Business Communications, Microsoft Teams Calling, Zoom Phone, Dialpad, GoTo Connect, Mitel MiCloud, Ringover, and similar platforms.Secure-Access & Zero-Trust Platforms: Zscaler (ZIA, ZPA, Client Connector) or alternatives like Palo Alto Prisma Access, Cisco Secure Access by Duo, Okta Adaptive MFA, Cloudflare One, Akamai Enterprise Application Access, Proofpoint, Symantec Secure Access Cloud, or equivalent.Networking Fundamentals: DNS, VPN, routing, NAT/SBC, proxies, SSL/TLS, certificates, firewall and network security best practices.Collaboration & Productivity Suites: Google Workspace, Microsoft 365, and email security protocols (SPF/DKIM/DMARC).Integrations & Workflow Tools: CRM and ticketing systems such as HubSpot or Jira Service Management.Troubleshooting & Documentation: Proven ability to debug complex issues across networks, VoIP, and systems, with strong documentation and communication skills.Why This Role Is ExcitingFully remote role with flexible hours, collaborating with a global team.Competitive salary, professional development, and certification support.Ownership of systems that impact the entire organization.Exposure to enterprise-grade security and communication platforms, with the chance to implement best-in-class practices at scale.About Bold BusinessBold Business is a US-based global business process outsourcing (BPO) firm with over 25 years of experience and $7B+ in client engagements.We help fast-growing companies scale through smart talent strategies, automation, and technology-driven solutions.As set forth in Bold Business's Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.Voluntary Self-IdentificationFor government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary.Whatever your decision, it will not be considered in the hiring process or thereafter.Any information that you do provide will be recorded and maintained in a confidential file.The following categories of protected veterans are:"Disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; 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