Serve as the final escalation point for complex issues from L1 and L2 support teams, owning expert-level diagnosis and resolution through to closure.
Investigate and resolve critical incidents spanning IT infrastructure, enterprise networking, cloud platforms (AWS), enterprise applications, and security systems.
Lead root cause analysis for major incidents, producing post-incident reports with corrective action plans.
Perform in-depth network diagnostics including packet capture and protocol analysis (Wireshark or equivalent), routing and switching diagnostics (BGP, OSPF, VLANs, spanning tree), firewall rule review, VPN connectivity failures, and DNS/DHCP resolution issues.
Administer and support enterprise IT systems including identity platforms (Active Directory, Okta), endpoint management (MDM), and SaaS applications.
Manage and troubleshoot complex networking issues at an infrastructure level.
Support AWS cloud infrastructure including EC2, S3, IAM, and CloudWatch.
Coordinate with Information Security on vulnerability remediation, access control reviews, and security incident response.
Serve as LifeMD’s primary Jira administrator, owning configuration, governance, and ongoing optimization of Jira Software and Jira Service Management.
Identify systemic gaps in support operations and translate findings into actionable process improvements.
Communicate proactively with end users, IT leadership, and cross-functional stakeholders on incident status, resolution timelines, and planned maintenance.

Requirements

Advanced network troubleshooting proficiency: packet capture and protocol analysis, routing and switching diagnostics (BGP, OSPF, VLANs, spanning tree), firewall rule analysis, VPN diagnostics, DNS/DHCP failure resolution.
Strong knowledge of enterprise IT infrastructure including identity platforms (Active Directory, Okta), endpoint management, and cloud platforms (AWS preferred).
Expert-level Jira administration (Jira Software and Jira Service Management), including workflows, permission schemes, automation rules, and integrations. Atlassian certifications (ACP-120, ACP-420, or equivalent) strongly preferred.
Experience with ITSM frameworks and best practices, particularly ITIL (Foundation certification preferred).
Scripting proficiency in Python, PowerShell, or Bash for systems administration and automation tasks.
Hands-on experience with AWS services including EC2, S3, IAM, and CloudWatch.
Familiarity with CI/CD pipelines, GitHub, and DevOps toolchains as they relate to IT support handoffs.
Familiarity with AI-assisted IT operations tools is an advantage.
Prior experience in healthcare IT or a regulated industry; familiarity with HIPAA compliance requirements is a plus.
Strong written and verbal communication skills with the ability to explain complex technical concepts to non-technical stakeholders.
Ability to manage multiple high-priority incidents simultaneously without losing resolution quality.
High sense of ownership, accountability, and proactive follow-through.
Collaborative mindset with the ability to work across engineering, security, and operations functions.

Benefits

Health Care Plan (Medical, Dental & Vision)
Retirement Plan (Roth 401k)
Life Insurance (Basic, Voluntary & AD&D)
Unlimited PTO Policy
Paid Holidays
Short Term & Long Term Disability
Training & Development

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

network troubleshootingpacket captureprotocol analysisrouting diagnosticsswitching diagnosticsfirewall rule analysisVPN diagnosticsDNS resolutionDHCP resolutionscripting (Python, PowerShell, Bash)

Soft Skills

strong communication skillsability to explain technical conceptshigh sense of ownershipaccountabilityproactive follow-throughcollaborative mindsetability to manage multiple incidentsstrong written communicationstrong verbal communicationability to work across functions

Certifications

Atlassian certifications (ACP-120, ACP-420)ITIL Foundation certification