IT Senior Support Technician

About the Role

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. This role is fast-moving, high-growth, and hands-on, offering the opportunity to work with smart, driven people solving real challenges that directly support AI and next-generation infrastructure.

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, and 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

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 the 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 People & Culture (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.

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 the 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.

Requirements

System Knowledge

• Microsoft Intune, Entra ID (Azure AD), M365 Suite (Exchange, SharePoint, Teams), Slack Admin
• Jira, Confluence
• Microsoft Defender, Apple Business Manager, pfSense, 3CX
• Tailscale or comparable VPN administration

Technical Skills

• Active Directory (AD): advanced user management, group policy design, and permissions structuring.
• Troubleshooting: diagnose and resolve complex, cross-system hardware, software, and network issues independently.
• Networking: LAN/WAN, TCP/IP, DNS, and firewall configuration and design.
• Software Support: advanced configuration and support for Office 365 and related enterprise tools.
• Project Management: able to scope, plan, and deliver IT process or infrastructure projects end to end.

Interpersonal and Professional Skills

• Leadership: mentors junior technicians and sets an example for ticket quality and professionalism.
• Customer Service: delivers professional, empathetic support to users, including in escalated or sensitive situations.
• Communication: clearly conveys technical solutions and project updates in written and verbal formats, including to non-technical stakeholders.
• Ownership and Agility: operates with a high degree of autonomy and sound judgment in ambiguous situations.

Education and Experience

• College diploma or degree in Computer Science, Information Technology, or related field.
• 5 to 8 years of experience in IT support, with demonstrated progression into more senior or project-owning responsibilities.

Preferred Certifications

• CompTIA Security+
• Microsoft Certified: Azure Administrator Associate or Security Operations Analyst Associate
• CCNA or equivalent networking certification
• Microsoft 365 Certified: Enterprise Administrator Expert

Benefits

• Competitive salary, bonus, and equity opportunities
• Comprehensive health and wellness benefits
• Retirement savings with company contribution
• Employee referral program