Senior Specialist – Technical Support

Job Summary

The Senior Technical Support Specialist is a pivotal role responsible for delivering advanced technical support (L2 & L3), managing IT assets, and driving strategic initiatives to enhance IT operations. The role combines hands-on troubleshooting with strategic contributions in areas such as IT asset lifecycle management, SaaS platform optimization, vendor relations, policy development, security compliance, and process automation. This role also collaborates with Cybersecurity, Compliance (QCRM), HR, Finance, and Legal teams, and provides mentorship to junior IT staff.

Duties and Responsibilities:

IT Operations & Service Management

• 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.

Advanced Technical Support (L2 & L3)

• 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.

Strategic IT Procurement & Vendor Management

• 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.

IT Asset & License Management

• 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.

User Access & Endpoint Management

• 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.

Compliance, Audits & Security Alignment

• 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.

End-User Security Risk Mitigation (Cybersecurity & QCRM Collaboration)

• Collaborate with Cybersecurity and QCRM (Quality, Compliance, and Risk Management) teams to identify, assess, and mitigate end-user-related security risks.
• Support security incident investigations, coordinating remediation efforts affecting end-user systems.
• Implement preventive controls, user security training, and enforcement of security policies to address end-user risks.

Policy and Procedure Development

• Develop, review, and maintain IT policies, standard operating procedures (SOPs), and security guidelines, aligned with business needs and regulatory frameworks.
• Collaborate with Compliance, Security, HR, and Legal teams to ensure policies are actionable, communicated, and effectively adopted.
• Lead initiatives to increase awareness and adherence to IT policies through training, communication, and documentation.

User Access & Endpoint Security Management

• Administer Google Workspace, including user provisioning, access management, and multi-factor authentication (MFA).
• Oversee endpoint management and security compliance using ManageEngine Endpoint Central.

Policy Enforcement & Compliance Assurance

• Enforce compliance with IT policies, security standards, and operational procedures across all end-user operations globally.
• Conduct regular reviews to verify user adherence to company IT and security policies, coordinating corrective actions as needed.
• Work closely with QCRM, Cybersecurity, and HR teams to address non-compliance, implement corrective actions, and document policy exceptions.

Access Control Implementation & Review (Including Third-Party Systems)

• 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).
• Coordinate regular and comprehensive user access reviews, ensuring permissions are appropriately aligned with job responsibilities and least privilege principles.
• Collaborate closely with HR, Security, Compliance, and QCRM teams to ensure timely provisioning, modification, and revocation of system access, particularly for sensitive payroll and compliance platforms.
• Conduct periodic third-party access audits and coordinate remediation for identified risks or compliance gaps.
• Maintain clear documentation of access control processes, audits, and evidence to support regulatory and internal audit readiness (e.g., SOC 2, GDPR, ISO 27001).

IT Documentation, Knowledge Management & Training

• Develop and maintain comprehensive IT documentation, SOPs, troubleshooting guides, and knowledge base articles.
• Drive standardization of IT processes and facilitate knowledge sharing across IT teams.
• Conduct training sessions for employees, covering IT tools, processes, and security protocols.

Mentorship & Cross-Department Collaboration

• Mentor and guide junior IT support specialists to foster professional growth.
• Collaborate closely with HR, Security, Legal, and Compliance teams for secure onboarding/offboarding processes, policy adherence, and audit readiness.

Education and Experience:

Minimum Requirements:

• 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.
• 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.

Nice to Have:

• Relevant professional certifications, such as:
  • ITIL v4 Foundation or Intermediate (Service Operations, Service Transition)
  • CompTIA Security+, CompTIA Advanced Security Practitioner (CASP+)
  • Google Workspace Administrator Professional
  • AWS Certified SysOps Administrator, Azure Administrator, or similar cloud certifications
• Experience supporting payroll/HRIS/ERP systems and understanding of related compliance requirements (e.g., data privacy in payroll contexts).
• Practical experience in designing and implementing 24/7 on-call support processes and international IT operations.

Smart Goals

Streamline IT Procurement Process

• Specific: Standardize global IT vendor evaluation and procurement processes.
• Measurable: Reduce IT procurement costs by 15% and achieve 100% compliance with company policies.
• Achievable: Collaborate with Finance, Admin, and Legal departments.
• Relevant: Enhances efficiency and reduces operational costs.
• Time-bound: Implementation by Q2 2025, results by Q4 2025.

Improve IT Offboarding Compliance

• Specific: Implement automated offboarding procedures ensuring timely deactivation and evidence documentation.
• Measurable: Achieve 100% offboarding compliance, confirmed via quarterly audits.
• Achievable: Utilize existing automation tools and updated SOPs.
• Relevant: Enhances security and compliance with audits.
• Time-bound: Fully implemented and audited quarterly throughout 2025.

Global IT Asset Disposal Program

• Specific: Establish structured disposal cycles for company-issued laptops.
• Measurable: Execute two secure laptop disposal cycles (Q2 and Q4 2025) with comprehensive documentation.
• Achievable: Partner with reliable asset disposal vendors.
• Relevant: Ensures data security, reduces risks, and optimizes asset management.
• Time-bound: Cycles completed by June 2025 and December 2025.

Establish Comprehensive Knowledge Base

• Specific: Create centralized IT self-service documentation (guides, FAQs, SOPs).
• Measurable: Publish 15+ articles, reducing repeat support tickets by 25%.
• Achievable: Leverage existing documentation and team input.
• Relevant: Improves support efficiency and user empowerment.
• Time-bound: Operational by Q4 2025.

Timely IT Compliance Reviews

• Specific: Conduct scheduled user access reviews, password resets, and physical access assessments.
• Measurable: Achieve a 95% on-time completion rate for all scheduled IT compliance reviews.
• Achievable: Employ automated reminders and shared calendars.
• Relevant: Ensures regulatory and security compliance.
• Time-bound: Ongoing, reviewed quarterly in 2025.

Automate MacBook Preventive Maintenance

• Specific: Implement an automated preventive maintenance process via ManageEngine.
• Measurable: Automate 70% of maintenance checklist items, ensuring system compliance.
• Achievable: Partner with IT Security and Engineering teams.
• Relevant: Enhances security and device performance globally.
• Time-bound: Fully operational by July 31, 2025.

Deliver Process Improvement Recommendations

• Specific: Review IT support processes and identify improvements.
• Measurable: Provide management with at least 3 actionable recommendations (time/cost savings identified).
• Achievable: Analyze current workflows and collaborate across teams.
• Relevant: Drives continuous improvement in IT service delivery.
• Time-bound: Delivered by September 30, 2025.

Conduct Global Laptop Condition Assessments

• Specific: Perform physical hardware assessments on all company-issued laptops.
• Measurable: Achieve 100% assessment coverage, documenting conditions clearly and identifying devices requiring replacement or repair.
• Achievable: Coordinate global logistics with end-users.
• Relevant: Improves hardware reliability and compliance with asset management standards.
• Time-bound: Completed by Q3 2025.

Strengthen User Access & Third-Party System Controls

• Specific: Implement and enforce comprehensive access control policies, including third-party systems.
• Measurable: Complete quarterly audits with documented evidence of 100% compliance in user access provisioning and revocation.
• Achievable: Collaborate closely with Security, HR, and QCRM.
• Relevant: Enhances security and regulatory compliance globally.
• Time-bound: Fully implemented by Q2 2025, audits ongoing quarterly.

Reduce End-User Security Risks

• Specific: Collaborate with Cybersecurity and QCRM teams to identify and mitigate end-user security risks.
• Measurable: Achieve a 20% reduction in reported end-user security incidents year-over-year.
• Achievable: Implement targeted training, controls, and monitoring.
• Relevant: Protects sensitive payroll data, ensures regulatory compliance.
• Time-bound: Reduction realized by December 31, 2025, monitored quarterly.