Senior IT Support Specialist (Tier 2)

Summary

We’re hiring a Senior IT Support Specialist (Network & Security) to support and enhance our secure access, network, and communication platforms for a growing, remote-first global team.
You’ll be the go-to resource for Zscaler secure access services, enterprise VoIP systems (RingCentral, TalkDesk, Twilio, or similar), and the critical systems that keep our global operations running smoothly.

This role is ideal for an experienced IT professional who enjoys solving complex technical problems, maintaining network reliability, and collaborating with Tier-3 teams to ensure secure, stable, and high-performing systems.

What You’ll Do

Secure Access & Network (Zscaler)

• 
  

  Support and administer Zscaler Internet Access (ZIA), Zscaler Private Access (ZPA), and Zscaler Client Connector (ZCC).

  
  


• 
  

  Validate routing and policy behavior, analyze admin-portal logs and client diagnostics, and tune configurations for performance and security.

  
  


• 
  

  Manage authentication rules, SSL inspection, user profiles, and zero-trust access policies.

  
  


• 
  

  Troubleshoot connectivity and performance issues, escalating to Zscaler TAC as needed.

  
  

Voice / Communications Systems

• 
  

  Administer and support RingCentral, TalkDesk, Twilio, or similar enterprise VoIP/UC systems.

  
  


• 
  

  Troubleshoot SIP/RTP, codec, SBC/NAT, IVR, and call-quality issues.

  
  


• 
  

  Create and maintain integrations with CRM and ticketing systems to support call logging and analytics.

  
  


• 
  

  Improve reliability, reporting, QoS, and operational documentation for voice platforms.

  
  

Systems Operations

• 
  

  Provide Tier-2 escalation for Windows, macOS, SaaS, and network incidents, maintaining detailed runbooks and documentation.

  
  


• 
  

  Administer and support Google Workspace, Microsoft 365, Intune/Autopilot/Jamf, and endpoint management tools such as NinjaOne and SentinelOne.

  
  


• 
  

  Support system monitoring tools (Zabbix or equivalent) and assist with basic AWS operations for internal systems.

  
  

Collaboration & Documentation

• 
  

  Partner with security, operations, and engineering teams to maintain compliance and access integrity.

  
  


• 
  

  Maintain comprehensive documentation, SOPs, and knowledge base articles.

  
  


• 
  

  Escalate and collaborate effectively with vendors and Tier-3 teams to resolve complex issues.

  
  

Must-Have Qualifications

• 
  

  5+ years of hands-on IT systems or network administration experience (Tier-2 or higher).

  
  


• 
  

  Experience supporting and managing Zscaler (ZIA, ZPA, ZCC) — policy management, SSL inspection, log analysis, troubleshooting.

  
  


• 
  

  Experience with enterprise VoIP/UC platforms (RingCentral, TalkDesk, Twilio, or similar) and troubleshooting SIP/RTP issues.

  
  


• 
  

  Strong networking fundamentals — DNS, VPN, routing, SSL/TLS, certificates, proxies, NAT/SBC.

  
  


• 
  

  Familiarity with endpoint and device management tools: Autopilot, Intune, Jamf, 1Password Enterprise, NinjaOne, SentinelOne.

  
  


• 
  

  Experience with email and collaboration systems: SPF/DKIM/DMARC, Google Workspace / Microsoft 365 mail flow, HubSpot/CRM, or Jira Service Management.

  
  


• 
  

  Proven troubleshooting, documentation, and communication skills, able to clearly escalate complex issues.

  
  

What We Offer

• 
  

  100% remote role with flexible hours and global collaboration.

  
  


• 
  

  Competitive salary, professional development, and certification support.

  
  


• 
  

  Real ownership: stabilize and scale systems that impact the entire organization.

  
  


• 
  

  Collaborative, supportive environment and exposure to enterprise-grade security and communications platforms.

  
  

About Bold Business:

Bold 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.

Bold Business recruiters always use a “@boldbusiness.com” email address and/or from our Applicant Tracking System, Greenhouse. Any variation of this email domain should be considered suspicious. Additionally, Bold Business recruiters and authorized representatives will never request sensitive information in email or via text.