IT Support Specialist

At SysAid, we’re on a mission to empower organizations by putting AI to work for them. As a fast-growing SaaS company, we serve over 4,000 customers in 140+ countries, helping more than 9 million users boost their productivity every day. Our innovative Service Management platform is transforming the way businesses operate globally, and we’re looking for fresh talent to join our journey.

As an IT Support Specialist, you’ll be a key part of our infrastructure team, responsible for maintaining, optimizing, and supporting critical systems and services. You’ll work closely with cross-functional teams to ensure performance, reliability, and security across our IT environment. This is a great opportunity to deepen your technical expertise, contribute to automation initiatives, and advance your career in a fast-paced and innovative setting.

Responsibilities:

• Respond to requests for technical assistance (in person, via phone, email, and ticket support center).
• Diagnose and resolve technical hardware and software issues.
• Support and maintain IT systems as well as cloud-based environments (e.g., AWS, Azure) as part of the overall IT and DevOps infrastructure.
• Install and troubleshoot end-user equipment, software, hardware, and multimedia systems.
• Provide guidance, assistance, coordination, and follow-up on client questions and problems.
• Follow standard IT procedures, logging all IT interactions and administering help desk software.
• Ensure secure access and usage of cloud services, including identity management and role-based permissions.
• Redirect issues to the appropriate resource.
• Identify situations requiring urgent attention.
• Setup of production and development systems.
• Coordinate and execute IT projects, ensuring alignment with organizational goals and timelines.
• Collaborate with cross-functional teams to support hybrid infrastructure environments (on-prem + cloud).
• Responsible for managing the onboarding and offboarding processes, including tasks such as setting up new workstations and creating user accounts.

Requirements:

• At least 2 years of experience in Help Desk/IT Support/System Support.
• Knowledge of internal security management.
• High customer orientation skills.
• Familiarity with hardware components (desktops, laptops, and servers).
• Experience handling IT tasks on macOS and Windows OS.
• Knowledge of mobile device management tools (e.g., Intune, Jamf).
• Exposure to cloud infrastructure services such as AWS, Azure, or GCP.
• Good understanding of an IT backend environment (GPO, Single Sign-On, IDPs, Active Directory, O365, Google Workspace).
• Experience with the Atlassian suite, Monday.com product, and GitHub
• Well-experienced in supporting end-user desktop applications such as internet browsers, printing, antivirus, etc.
• Knowledge of networking components and infrastructure (LAN/WAN, TCP/IP, DHCP, DNS).
• Hands-on experience with firewalls (such as Cisco, Fortinet, or Palo Alto).
• Strong communication skills for interfacing with employees in a multitasking environment.
• Solid knowledge of information security principles and practices.
• A related field or equivalent hands-on experience.
• Strong troubleshooting and problem-solving abilities, with a proactive mindset and eagerness to learn new technologies.