IT Support Specialist

About the role

As an IT Support Specialist, you will be a key part of our People & IT team, ensuring the smooth operation of our internal technology and providing excellent support to our employees. You will be responsible for managing the entire employee IT lifecycle, from onboarding to offboarding, and for administering our core technology stack. This is a hands-on role for a proactive and experienced IT professional who is proficient with Slack, Jira, Google Workspace, macOS, Jamf, and Okta.

 

What you’ll do

End-User Support & Experience

• Serve as the first point of contact for all IT-related issues, providing timely and effective technical assistance to employees through Slack, Jira, and in-person interactions.
• Troubleshoot and resolve a wide range of hardware, software, and network issues on macOS devices and other company-provided equipment.
• Develop and maintain a knowledge base of technical documentation, how-to guides, and FAQs to empower employees to self-serve.
• Proactively identify opportunities to improve the employee IT experience and implement solutions to enhance productivity and satisfaction.

System & Application Administration

• Administer and manage our core business applications, including Google Workspace, Slack, and Atlassian (Jira/Confluence), ensuring optimal performance and security.
• Manage user accounts, permissions, and access controls across all systems, including onboarding and offboarding, using Okta for identity and access management.
• Utilize Jamf Pro to manage our fleet of macOS devices, including device provisioning, configuration, policy enforcement, and software deployment.
• Assist in the evaluation, implementation, and integration of new software and tools to support business needs.

IT Operations & Infrastructure

• Take ownership of IT asset management, including procurement, inventory tracking, and lifecycle management of all hardware and software assets.
• Manage relationships with IT vendors and service providers to ensure timely procurement, repairs, and support.
• Assist with the maintenance and support of office network infrastructure, including Wi-Fi, printers, and conference room AV equipment.
• Participate in IT projects, such as office moves, system upgrades, and infrastructure improvements, contributing to their successful planning and execution.

Security & Compliance

• Enforce IT security policies and procedures to protect company data and systems, ensuring compliance with industry best practices.
• Respond to and remediate security incidents and alerts in a timely manner, working with the broader IT team to mitigate risks.
• Conduct regular security audits and vulnerability assessments to identify and address potential weaknesses in our environment.
• Educate employees on security best practices and promote a culture of security awareness throughout the organization.

 

What you’ll bring

• 2-3 years of experience in an IT support role, preferably in a fast-paced environment.
• Proven experience with the following technologies: Slack, Jira, Google Workspace, macOS, Jamf, and Okta.
• A strong sense of responsibility and meticulous attention to detail, with the ability to manage multiple tasks simultaneously.
• A customer-service-oriented mindset with a proactive and solutions-focused approach to problem-solving.
• Excellent organizational skills, with the ability to prioritize tasks and manage hardware inventory effectively.
• Strong interpersonal skills with a positive and collaborative attitude, enabling you to build strong relationships across teams.
• Resilience under pressure, with the ability to multitask and manage your time effectively.
• Excellent communication skills in English, both written and verbal (additional Portuguese language is plus).
• A hands-on mentality, with a willingness to be physically present in the office four days a week to provide in-person support.
• Strong problem-solving skills, with a desire to understand and address the root causes of technical issues.
• A passion for learning and a commitment to staying updated on the latest IT trends and technologies.