Corporate IT Support Specialist

This is a fully remote position, open to applicants in India.

📋 Description

• Manage the daily helpdesk ticket queue, prioritizing and resolving issues related to hardware, software, and access requests within established service level agreements (SLAs).

• Diagnose endpoint issues on macOS and Windows devices for fully remote employees, escalating complex matters to senior IT personnel when necessary.

• Oversee the administration of core SaaS platforms (Google Workspace, Slack, Zoom, and similar tools), including user provisioning, license management, and group permissions.

• Handle the end-to-end process of employee onboarding and offboarding, which includes hardware shipping, account creation, access provisioning, and timely deprovisioning.

• Configure and sustain endpoints using MDM platforms (Intune or equivalent), ensuring devices comply with security policies.

• Assist with identity and access management workflows in Okta (or equivalent SSO/IdP), which includes SSO integrations, MFA enforcement, and group-based access.

• Keep an accurate inventory of hardware and software assets, tracking devices throughout their lifecycle from procurement to retirement.

• Create clear documentation, runbooks, and self-service resources that empower employees and minimize repeat tickets.

• Interact with employees via chat, video, and ticketing systems to provide a responsive, personalized support experience across multiple time zones.

• Collaborate with Security, People Operations, and senior IT colleagues on larger initiatives, audits, and tool rollouts.

⛳️ Requirements

• A minimum of 5 years of experience in a helpdesk, IT support, or corporate IT administrator position, preferably in support of a remote or distributed workforce.

• Practical experience in troubleshooting macOS and Windows endpoints, covering hardware, software, networking, and peripheral issues.

• Proficient knowledge of SaaS administration across platforms such as Google Workspace, Slack, Zoom, and similar collaboration tools.

• Experience with identity and access management platforms (Okta, JumpCloud, Azure AD/Entra ID, or equivalent), including SSO, MFA, and group-based provisioning.

• Familiarity with MDM/endpoint management tools such as Jamf, Intune, Kandji, or similar.

• Experience with ticketing and ITSM platforms (Jira Service Management, Freshservice, Zendesk, or similar).

• Excellent written and verbal communication abilities, with the capacity to convey technical concepts clearly to non-technical users.

• Proven customer service orientation with a history of delivering responsive, high-quality support.

🏝️ Benefits

• Annual medical insurance stipend.

• 9 company-paid holidays.

• Generous leave policy with an additional month of paid sabbatical every 5 years, along with an anniversary bonus each year.

• First-year remote office setup and quarterly reimbursement for new equipment in subsequent years.

• Professional development reimbursement.

• Internet reimbursement.

• Fitness membership reimbursement.

• Company-paid Wellable subscription.