Senior Specialist - Technical Support REF-J01-536

Job Description

Qualifications / Skills

Minimum Requirements for Candidates

• Bachelor’s degree in Computer Science, Information Technology, or a related technical field.
• 5+ years of progressive experience in technical support, IT operations, and IT service management, including hands-on experience with enterprise-level SaaS and cloud environments.
• 3+ years of experience in managing IT support operations for distributed or global teams, preferably in a remote-first or SaaS company.
• Strong expertise in Google Workspace (admin console, user provisioning, security controls) and SaaS user lifecycle management.
• Proven experience in IT asset lifecycle management, software licensing, and vendor/contract management.

Expectations for Ideal Candidates

• Solid understanding of security compliance frameworks, including SOC 2, ISO 27001, GDPR, and IT audit preparation.
• Proficiency with endpoint management tools (e.g., ManageEngine Endpoint Central or equivalent) and identity/access management (IAM).
• Hands-on experience with ticketing systems, ITSM tools, remote device management, and process automation platforms.
• ITIL v4 Foundation or Intermediate (Service Operations, Service Transition)
• CompTIA Security+, CompTIA Advanced Security Practitioner (CASP+)
• AWS Certified SysOps Administrator, Azure Administrator, or similar cloud certifications

Responsibilities

• Manage IT support operations for a primarily remote, global workforce spanning multiple time zones.
• Analyze IT support requests and trends to identify opportunities for process improvements and automation to enhance operational efficiency and employee experience.
• Support the deployment, optimization, and maintenance of IT tools and SaaS platforms essential for payroll, HR, and finance operations.
• Collaborate with HR, Payroll, Legal, Finance, and Security teams to align IT services with organizational needs and compliance requirements.
• Act as an escalation point for complex technical issues, including hardware, software, SaaS, and network-related incidents.
• Proactively identify and remediate system vulnerabilities, working closely with IT Security to protect sensitive payroll and employee data.
• Manage and resolve high-priority incidents, minimizing disruption to global operations.
• Develop and oversee cost-effective IT procurement strategies, covering hardware, software, and SaaS platforms.
• Manage vendor relationships, negotiate contracts, and ensure compliance with service level agreements (SLAs).
• Evaluate and onboard new vendors and solutions that meet business, compliance, and security needs.
• Manage the entire lifecycle of IT assets, from procurement to secure disposal, for both remote and onsite employees worldwide.
• Ensure accurate tracking and compliance with software licensing, contracts, and audit requirements.
• Maintain up-to-date inventories aligned with SOC 2, ISO 27001, and other regulatory frameworks.
• Administer Google Workspace, including user provisioning, access management, and multi-factor authentication (MFA).
• Manage Google Credential Provider for Windows (GCPW) for secure SSO integration.
• Oversee endpoint security and device compliance using ManageEngine Endpoint Central, ensuring global alignment with security policies.
• Support and coordinate activities for SOC 1 & SOC 2 Type 2, ISO 27001, GDPR, and other regulatory audits.
• Conduct regular access reviews, system audits, and security assessments, ensuring ongoing alignment with company policies.
• Partner with IT Security to ensure that IT operations meet global data protection and privacy requirements.
• Collaborate with Cybersecurity and QCRM (Quality, Compliance, and Risk Management) teams to identify, assess, and mitigate end-user-related security risks.
• Design and implement scalable desktop support processes with clearly defined escalation and resolution paths.
• Administer Google Workspace, including user provisioning, access management, and multi-factor authentication (MFA).
• Work closely with QCRM, Cybersecurity, and HR teams to address non-compliance, implement corrective actions, and document policy exceptions.
• Implement and enforce robust access control policies to manage employee access across internal IT systems, SaaS applications, and sensitive third-party platforms (e.g., payroll vendors, financial services providers, HRIS).