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.

The Senior Technical Support Specialist is responsible for delivering advanced technical support, managing IT assets, and driving strategic initiatives to enhance IT operations.

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.
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.

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.

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.
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.

Desktop Support Process Design & 24/7 On-Call Support Planning
Design and implement scalable desktop support processes with clearly defined escalation and resolution paths.
Establish and maintain a 24/7 on-call support roster ensuring continuous global coverage.
Regularly review and optimize the on-call process to adapt to organizational growth and evolving global support needs.

Administer Google Workspace, including user provisioning, access management, and multi-factor authentication (MFA).
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).
Education and Experience:
Bachelor's degree in Computer Science, Information Technology, or a related technical field.

3 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.
Hands-on experience with ticketing systems, ITSM tools, remote device management, and process automation platforms.

ITIL v4 Foundation or Intermediate (Service Operations, Service Transition)
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.

Technical Support Analyst (Remote)

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