IT Support Specialist

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

📋 Description

• Oversee daily helpdesk support for more than 200 team members located in 30 countries using a Slack ticketing system, adhering to defined SLAs.

• Handle the entire device lifecycle, which includes procurement, setup, configuration, secure offboarding, and asset recovery.

• Resolve remote network and connectivity issues efficiently.

• Ensure the maintenance of shared technology at each location, such as co-working equipment, printers, and Wi-Fi.

• Cultivate relationships with external IT vendors and local service providers across various countries, managing contracts and tracking renewals.

• Identify recurring issues or gaps in infrastructure and assist in defining IT requirements for new locations.

• Facilitate smooth information exchange across time zones, primarily in an asynchronous manner.

• Manage core SaaS/IT tools, including identity and access management, Google Workspace or its equivalent, Slack, device management/MDM, and internal operational tools.

• Take ownership of IT security fundamentals, including device encryption, password/MFA policy, phishing awareness, and compliance with GDPR data protection standards.

• Develop and maintain internal documentation, setup guides, FAQs, and troubleshooting manuals.

• Keep precise records for assets, vendors, and licenses.

• Assist with launches, major incidents, infrastructure upgrades, and occasional travel to various destinations.

⛳️ Requirements

• A minimum of 2 years of experience in IT support, helpdesk services, or IT and Technology operations, preferably within a distributed/remote-first or multi-site organization.

• Proficient working knowledge of Google Workspace (or Microsoft 365), MDM/endpoint management tools, and commonly used SaaS identity/access solutions.

• Ability to troubleshoot network and connectivity issues remotely while collaborating with non-technical, on-the-ground personnel to diagnose and resolve problems.

• Experience in managing vendors and service providers across multiple countries or time zones.

• Excellent written communication skills.

• A practical, composed, and service-oriented mindset.

• Fluent in English; proficiency in additional languages (Portuguese, Spanish, Italian, Greek, Japanese) is an advantage.

• Willingness to travel occasionally.

• Enjoyment of working in a dynamic, startup atmosphere.

• Demonstrates enthusiasm and a positive, can-do attitude towards work.

🏝️ Benefits

• Experience the world – immerse yourself in inspiring locations while you work.

• Make a meaningful impact – contribute to creating environments where children and families flourish together.

• Achieve work-life integration – enjoy structured schedules that allow time for exploration and relaxation.

• Opportunity to establish our IT function from the ground up as the first dedicated hire in this area.

• Family benefits – receive discounted tuition for your children at our Boundless Schools.