We are seeking an experienced Senior IT Support Specialist to provide technical support to users in both remote and in-office environments. This role demands deep expertise with modern cloud productivity solutions and a strong background in managing a suite of SaaS applications. The ideal candidate will be adept at delivering seamless user experiences, managing computer assets, and leading technical training sessions.
What We're Looking For:
Technical Support Expertise: Proven experience providing technical support to users in various environments, both remote and in-office.
Cloud Productivity Solutions: Advanced knowledge and usage of modern cloud productivity tools such as Google Workspace, Slack, JIRA, and Confluence.
SaaS Application Management: Experience in managing SaaS applications at scale, including procurement, license management, and lifecycle management.
Computer Asset Management: Proficient in computer asset management and inventory practices.
Technical Training: Experience conducting technical training sessions for user groups, including onboarding new users.
MDM Platforms: Strong background in leading Mobile Device Management (MDM) platforms such as JAMF and Intune.
System Internals: In-depth understanding of Mac and Windows systems internals, including troubleshooting user issues.
User Experience Focus: A commitment to delivering a seamless and efficient user experience.
What You'll Do:
Oversee Collaboration Tools: Manage the suite of collaboration tools to ensure users have a great experience with the tools provided.
Provide Expert Guidance: Offer expert guidance to users and teams needing collaboration and work management solutions.
Evolve Practices: Enhance practices around tools like Google Drive and Confluence to ensure information is accessible while maintaining high-security standards.
ITSM Excellence: Ensure IT Service Management (ITSM) practices and tools are of the highest quality and provide ITSM expertise to the business.
Improve Procurement and Asset Management: Work to improve procurement and asset management practices for both hardware and software.
Act as Escalation Point: Serve as an escalation point for the broader IT Operations team for user productivity issues.
Manage Budgets and Costs: Collaborate with Finance and the CIO to manage budgets and costs for IT spending.
Provide Training and Documentation: Work with the broader IT team to offer training, documentation, and learning opportunities to users.
This position is ideal for someone who is passionate about technology, thrives in dynamic environments, and is dedicated to enhancing user productivity and satisfaction through effective IT support and solutions.