IT Systems & Support Specialist – Ops

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

📋 Description

• Act as the main point of contact for all Level 1 and Level 2 technical concerns, encompassing desktop support, network connectivity, application access, and hardware problems.

• Spearhead the implementation and management of the AI-driven helpdesk platform; set up automation rules, ticket routing, and self-service workflows to minimize manual intervention and reduce resolution times.

• Offer cross-departmental support on applications and systems, assisting employees from all areas.

• Oversee the deployment and ongoing management of Okta; develop automated provisioning and deprovisioning workflows, configure SSO integrations, and enforce least-privilege access policies across all business applications.

• Design and execute zero-touch onboarding and offboarding automation, integrating Okta, JAMF, and Workday (in preparation for the January 2027 HRS migration from Rippling) to ensure immediate access and readiness from day one.

• Manage Jira: Provide Level 1/2 support for Salesforce, including user management, basic troubleshooting, and assistance with reports and dashboards.

• Generate, maintain, and update high-quality documentation (SOPs, knowledge base articles, and system diagrams) for all platforms, integrations, and support processes.

• Recognize recurring technical issues and proactively implement process modifications, solutions, and automation to enhance efficiency and decrease ticket volume.

• Manage the complete device lifecycle for a fleet of 600 employees (95% macOS, 5% Windows), including procurement, zero-touch provisioning via JAMF and DEP/ADE, asset tracking, maintenance, and secure wipe/destruction. Facilitate the transition from unmanaged, policy-free devices to a fully governed endpoint posture.

• Direct the entire JAMF implementation; establish and enforce configuration profiles, compliance policies, and automated app deployment from the ground up. Deploy and administer Venn to secure PHI access for over 300 offshore employees, ensuring HIPAA-compliant data protection on unmanaged devices.

⛳️ Requirements

• A minimum of 3 years of professional experience in IT support, IT Systems Administration, or a related field.

• Required hands-on experience with JAMF Pro administration, including configuration profile development, Smart Groups, policy automation, and zero-touch deployment (PreStage Enrollments, DEP/ADE).

• Required experience in Okta administration and workflow automation (Okta Workflows or similar).

• Hands-on experience in supporting and managing Salesforce for business users is essential.

• Demonstrated expertise in Google Workspace administration and support.

• Experience in managing and troubleshooting operating systems in a macOS-dominant, mixed Mac/Windows environment.

• Practical experience with network troubleshooting (TCP/IP, Wi-Fi, VPN).

• Familiarity with Venn or similar virtual desktop/secure enclave solutions for BYOD and offshore settings is highly desirable.

🏝️ Benefits

• Health insurance

• Paid time off

• Flexible work arrangements

• Professional development