Workplace IT Specialist

You will provide first-line technical support for employees in the New York office and across the Americas region. You will manage devices throughout their lifecycle, support onboarding and offboarding, maintain workplace technology and office infrastructure, and troubleshoot endpoint, network, identity, and access issues. You will document processes, manage support requests and SLAs, identify recurring issues, and use automation and AI-powered tools to improve IT operations.

Responsibilities

• Deliver technical support for hardware, software, operating systems, business applications, and workplace technology
• Provide first-line support for collaboration, productivity, and business applications
• Manage endpoint provisioning, deployment, maintenance, troubleshooting, inventory, and secure retirement
• Support employee onboarding and offboarding through device preparation, account provisioning, and access requests
• Serve as the primary contact for workplace technology, including conference room AV, video conferencing, VOIP, printers, CCTV, and access control systems
• Troubleshoot first-line endpoint, networking, Wi-Fi, VPN, identity, and access issues and escalate when needed
• Support Global IT initiatives, office moves, technology refreshes, and security projects
• Create and maintain knowledge base articles, SOPs, and technical documentation
• Manage end-user support requests, maintain SLA adherence, and improve IT service delivery

Requirements

• 2+ years of experience in IT Support, Desktop Support, IT Operations, or a similar enterprise technical support environment
• Bachelor's degree in Information Technology, Computer Science, Engineering, Cybersecurity, or a related field, or equivalent practical experience
• Experience supporting macOS in an enterprise environment
• Experience supporting Google Workspace and Lark Suite
• Understanding of SSO authentication, endpoint security, password management, and drive encryption
• Troubleshooting skills across hardware, software, operating systems, networking, and endpoint technologies
• Fluent professional English
• Customer service and interpersonal skills
• Ability to prioritize tasks and work independently as the sole on-site IT presence
• Ability to use AI tools for productivity, automation, and documentation

Benefits

• Learning and development programs
• Education subsidy
• Team-building programs and company events
• Wellness allowance
• Meal allowance
• Healthcare schemes for employees and dependants
• Performance bonus
• Long-term incentives
• Medical and financial benefits