Senior Support Solutions Specialist

AIP Publishing

. Manage Microsoft 365 operations, including identity and access, Teams administration, security configurations, and platform updates.

Posted 9/29/2026full-timeUnited StatesSenior💰 $85,000 - $95,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in managing Microsoft 365 operations, including Azure AD, Teams, and Exchange Online, while effectively administering Jira and DocuSign. Possesses strong analytical and troubleshooting skills, with a focus on user engagement and communication.

Highest-signal resume keywords

Microsoft 365 AdministrationJira AdministrationDocuSign ConfigurationRoot-Cause AnalysisUser Engagement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportSystems AdministrationWorkflow DesignSecurity ConfigurationsTroubleshootingAutomationPlatform GovernanceIncident ManagementProcess ImprovementDocumentation

Soft Skills

CommunicationInterpersonal SkillsProblem-SolvingOwnershipCuriosity

Tools & Technologies

Microsoft 365JiraDocuSignTeamsSharePointExchange OnlineMiroSmartsheet

Certifications & Qualifications

Microsoft 365 AdministratorJira Administrator

Industry Keywords

Service DeliveryIdentity SystemsSecurity FundamentalsComplianceUser Support

Tech Stack

Tools & technologies

Azure

About the role

Key responsibilities & impact

Manage Microsoft 365 operations, including identity and access, Teams administration, security configurations, and platform updates.
Administer and optimize Jira, including workflows, schemes, permissions, fields, automation rules, and governance controls.
Serve as the escalation point for complex user support issues across devices, applications, identity, and collaboration platforms.
Lead methodical root-cause analysis for recurring or high-impact incidents; document resolutions, patterns, and lessons learned.
Maintain DocuSign templates, permissions, routing workflows, and integrations, ensuring compliance with internal standards.
Proactively monitor system health, resolve errors, apply patches/updates, and mitigate risks before they impact users.
Collaborate with the Manager, User Engagement Specialist, and Security Manager to operationalize governance and improve user enablement.
Create and maintain clear documentation for systems, troubleshooting processes, and common support scenarios.
Mentor Tier 1/2 support staff, improving consistency, troubleshooting capability, and ticket quality.
Participate in cross-training to support Smartsheet, Miro, and other productivity platforms within the internal applications portfolio.
Contribute to continuous improvement by identifying automation opportunities, simplifying processes, and refining support workflows.
Communicate clearly with users and stakeholders, setting expectations, explaining technical issues in accessible language, and ensuring positive service experiences.

Requirements

What you’ll need

8–10+ years of experience in technical support, service delivery, or systems administration.
Proven ability to diagnose and resolve complex issues across platforms, devices, networks, and identity systems.
Demonstrated experience administering Microsoft 365 (Azure AD/Entra ID, Teams, Exchange Online, SharePoint, security and compliance configurations).
Experience administering Jira, including workflow design, project configuration, permissions, and automation is preferred.
Experience with DocuSign configuration and administration is preferred.
Strong understanding of platform governance, security fundamentals, and best operational practices.
Exceptional communication, interpersonal, and user-engagement skills; ability to translate technical concepts for non-technical audiences.
Strong analytical, troubleshooting, and problem-solving capabilities with a high sense of ownership and accountability.
Ability to work independently, manage competing priorities, and maintain professionalism in high-pressure situations.
Curiosity, continuous learning mindset, and interest in relevant certifications (e.g., Microsoft 365 Administrator, Jira Administrator).

Benefits

Comp & perks

A remote workforce with staff based in NY, NJ, CT, MD, VA, PA, MA, RI, or Washington, DC, who meet in person for collaboration, training, strategic planning — and fun!
Generous paid time off and paid sick and safe leave
Flexible Work Schedule
Competitive medical, dental and vision benefits
Exceptional retirement benefits
Monthly remote stipend
Training and Tuition assistance
Employee Assistance Program