IT Operations Support Specialist – APAC, Americas

This is a fully remote position, open to applicants in Brazil, +5 more countries.

📋 Description

• Take ownership of the IT support queue for the region, managing it from initial response through to resolution.

• Ensure that requests needing assistance from other teams are actively moved toward resolution.

• Assist colleagues experiencing issues related to SSO, laptops, accounts, or access.

• Provide support for a macOS-first environment, including Linux and cross-platform tools.

• Create user accounts, assign licenses and groups, and facilitate onboarding to Google Workspace, Slack, Atlassian, and 1Password.

• Carry out documented offboarding processes, such as transfers, suspensions, token revocation, and follow-up checks.

• Manage Google Workspace users, groups, and aliases.

• Process access requests in accordance with Security-defined policies.

• Order, ship, and monitor regional hardware while keeping accurate asset records.

• Enroll and verify devices in Mosyle MDM, including disk encryption, managed applications, and Cloudflare WARP access.

• Ensure endpoint tooling coverage is maintained and follow up on machines that are non-compliant.

• Automate recurring requests to decrease the volume of templated tickets.

• Keep runbooks, standard operating procedures, and knowledge base articles up to date.

• Collaborate with the Security team on endpoint compliance, access reviews, and incident support.

• Work with DevOps on requests that impact infrastructure.

• Clearly communicate status and timelines to non-technical colleagues.

• Manage the entire regional IT support process and prioritize the work effectively.

• Escalate matters regarding security policies, cloud infrastructure, and production systems to the Security and DevOps teams.

⛳️ Requirements

• 3 to 5 years of experience in IT operations, technical support, or service desk environments.

• Hands-on experience supporting macOS as the primary platform, alongside Linux and cross-platform environments.

• Practical knowledge of Google Workspace administration, as well as experience with Slack, Atlassian, Zoom, and 1Password.

• Hands-on experience with an MDM platform for endpoint management and compliance, such as Mosyle, Jamf, Kandji, or Intune.

• Strong understanding of identity and access management, escalation paths, and service request workflows.

• Proficient in at least one scripting language, such as Python or Bash.

• Comfortable utilizing AI and LLM tools on a daily basis to write scripts, summarize logs, and enhance workflows.

• Capable of working independently, making decisions, and discerning which issues require escalation.

• Excellent written communication skills, strong documentation habits, and the ability to be patient with users.

• Able to manage urgent requests and high-pressure situations while remaining adaptable and focused.

• Bachelor's degree in information systems, a related field, or equivalent experience.

• Must reside in Brazil, Canada, Panama, Australia, India, or Indonesia and be legally authorized to work in that location.

• Willing to present ID on a video call to verify identity.

🏝️ Benefits

• Competitive compensation package.

• Remote-friendly workplace culture.

• Wellness programs available for employees.

• Employee recognition initiatives.

• A range of professional development opportunities.

• An inclusive culture centered on people, customers, and innovation.