IT Support Specialist

What will you do

• Own the support for the North America users including resolving a steady stream of helpdesk tickets, spanning login/access, email, VPN/network, device reformatting, and hardware troubleshooting, working within SLA targets
• Own global IT onboarding — coordinate, configure, and ship equipment for new hires across multiple regions (e.g., US, Germany, Italy, Poland, Canada), accounting for region-specific needs such as keyboard layouts and local sourcing
• Provision and enroll devices end to end — factory reset, enroll in Apple Business Manager, sync to Microsoft Intune, validate compliance, and prepare machines for shipment
• Raise purchase orders and finance records for new equipment, obtain and review vendor quotes, and maintain standardized hardware catalogs across regions
• Manage shipping and logistics (e.g., FedEx) — including tracking, accessories, and hitting employee start dates
• Execute offboarding — arrange equipment return, convert mailboxes to shared, set forwarding rules, disable accounts, and maintain audit logs
• Administer devices and identities across Microsoft 365 / Exchange, Intune, and Apple Business Manager, including account enable/disable, lockouts, and access restoration
• Support HRIS-driven identity sync (HiBob) and troubleshoot sync and data-exposure issues
• Support infrastructure changes and lightweight IT automation — coordinate vCenter/VMware migrations and VM provisioning, and help build automated account-lifecycle and approval workflows in partnership with HR

Requirements

• At least 2 years of experience in IT support, helpdesk, or IT operations, ideally in a distributed/multi-region company
• Hands-on experience administering Microsoft 365 / Exchange, including mailbox management and account lifecycle
• Experience with endpoint management (Microsoft Intune) and Apple device management (Apple Business Manager) — enrollment, compliance, and device reset/imaging
• Experience with a ticketing/ITSM system (Zendesk or similar) and working to SLAs
• Solid troubleshooting across Windows and macOS, VPN/network connectivity, and account/MFA/lockout issues
• Familiarity with IT asset procurement and basic finance workflows (purchase orders, vendor quotes)
• Experience supporting a globally distributed workforce, including region-specific hardware sourcing — Advantage
• Exposure to IT process automation and identity/HRIS integrations (e.g., HiBob) — Advantage
• Familiarity with email security/compliance (Proofpoint) and privileged-access tooling (Admin By Request) — Advantage
• Basic virtualization/infrastructure exposure (vCenter/VMware, VM provisioning, software licensing) — Advantage
• Hands-on experience with AI assistants (e.g., Microsoft Copilot, ChatGPT, Claude) and AI coding tools (e.g., Claude Code, Codex) to streamline support, documentation, and automation tasks — Advantage
• Excellent organization and follow-through — able to drive many concurrent items (orders, shipments, onboardings, tickets) to closure
• Strong communication and problem-solving skills; proactive, deadline-driven, and comfortable operating with autonomy
• Team player who collaborates effectively across IT, HR, Finance, and external vendors
• Fluent English (written and spoken)