IT Support Engineer - Alcor

Roc360 was founded to give small and middle-market residential real estate investors the innovative products and extraordinary service they deserve. Roc Capital -- Roc360s private lending flagship -- is a rapidly growing leader in private lending, providing table funding and a powerful platform servicing the wholesale market for residential real estate loan originations. As of 2022, Roc Capital has originated $5B+ in loans, nationwide. The Companys platform processes thousands of loans annually for new and returning customers, delivering a high-quality user experience via web and mobile applications. 

Job Overview

We are seeking a motivated and hands-on IT Operations Engineer to join our IT team. This role will provide Tier 1 and Tier 2 support across end-user systems, cloud infrastructure, identity platforms, SaaS applications, and business-critical IT services. This person will support employees globally across multiple countries and time zones. The ideal candidate must be comfortable supporting users remotely, including walking technical and non-technical users through troubleshooting steps over audio calls, video calls, screen-sharing sessions, chat, and ticketing tools. This is a strong opportunity for someone with a solid IT support and troubleshooting background who wants to grow into broader IT operations, cloud infrastructure support, identity administration, SaaS administration, and Linux systems support. Prior experience with AWS, Google Workspace / G Suite, Google Cloud Platform, Azure AD / Microsoft Entra ID, and Linux is helpful, but not required for all areas. The right candidate should be curious, adaptable, and eager to learn these systems on the job.

Qualifications

• 2+ years of experience in IT support, IT operations, cloud operations, systemsadministration, or a similar technical support role.
• Proven experience providing Tier 1 and Tier 2 support in a business IT environment.
• Working knowledge of Windows and/or macOS endpoint support.
• Experience supporting remote or globally distributed users through ticketing systems,chat, audio calls, video calls, and screen-sharing tools.
• Ability to explain technical steps clearly to users with varying levels of technicalexperience.
• Good documentation habits and ability to clearly record troubleshooting steps, processchanges, and system updates.
• Ability to prioritize requests, manage competing issues, and escalate appropriately.
• Strong willingness to learn cloud infrastructure, identity administration, SaaSadministration, and Linux systems support.
• Professional English communication skills required; Spanish language skills are a plus.

Originally posted on Himalayas