IT Support Specialist

We are looking for an IT Support Specialist as part of our IT Group, to support and manage incidents, problems and IT related enquiries across the business. In this role you’ll support users on end user devices, software products, and office technology. Duties include resolving help desk tickets, maintaining hardware, troubleshooting and resolving user issues, working with management to prioritize work, researching technology solutions, tracking inventory and assets, ensuring security and maintenance of shared technology equipment and onboard new employees.
The IT Group at Cloudinary is a key player in the organization's operations, ensuring smooth running of systems, cost efficiency, and proper user access management.
Responsibilities
Oversee service desk operations to ensure high-quality support for end users.
Manage the onboarding and off boarding of employees, ensuring smooth transitions and providing access to necessary IT resources.
Liaise with global IT asset vendors to procure and manage hardware and software inventory.
Address service requests using Jira Service Management, as well as providing in-person technical support.
Administer application access permissions and user groups using Okta.
Offer technical support for both hardware and software issues encountered by our employees.
Maintain a comprehensive understanding of the latest technologies and best practices.
Administer and manage various SaaS applications.
Demonstrate a strong ability to document IT technical procedures and create self-serve content for company employees.
Requirements
Minimum of 5 years of experience in IT roles, preferably within SaaS companies, demonstrating a growth mindset and increased responsibility.
Proven proactive service-oriented approach with strong interpersonal skills.
Fluent in both written and spoken English.
Ability to work collaboratively in a team environment, manage and prioritize multiple assignments ranging from KTLO to predefined tasks with hard due dates.
Willingness to work onsite for at least 3 days per week.
Flexibility to work outside of regular working hours occasionally.
Proven track record in IT inventory management and liaising with hardware and SaaS vendors for optimal procurement.
Experience in troubleshooting and supporting users utilizing MAC, Windows, and mobile devices in business environments (50+ endpoints), along with familiarity with common IT SaaS products like Microsoft Office, Google Workspace, Slack, LastPass, Atlassian Suite, etc.
Knowledge in supporting Zoom Rooms AV solutions utilizing hardware such as Crestron and Neat in cooperation with an AV professional services provider.
Capable of diagnosing and resolving user-related network/wifi issues and providing application support for Zero Trust solutions.
System administration experience in Cloud computing ranging from Google Workspace, Okta, and MDM related solutions such as JAMF and Jump Cloud - an advantageA Bachelor's degree or certifications in computer science, Information Technology, or a closely related field - an advantage
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