IT Support Specialist(APAC-India)

📋 Description

• • Provide frontline IT support to global employees across APAC, primarily remote with 2-3 days per week of in-office support in Bengaluru, responding to tickets via JIRA IT Service Management, Slack, and in-person requests.
• • Troubleshoot and resolve complex hardware, software, and networking issues for macOS, Windows, and Linux endpoints, including virtual machines, printers, conferencing systems, and audio/visual equipment.
• • Onboard new hires remotely across multiple time zones, delivering technical setup and orientation for company-issued devices and software applications.
• • Manage SaaS application access and configurations for Google Workspace, Microsoft 365, Zoom, and Slack in alignment with enterprise security policies.
• • Install, configure, and maintain endpoint management tools including Jamf and Microsoft Intune to ensure standardized, secure device provisioning and compliance.
• • Enforce security protocols by ensuring security tools are properly installed, updated, and functioning on all endpoints, addressing threats such as malware, phishing, and ransomware.
• • Liaise with third-party vendors and suppliers for procurement, installation, and repair of IT equipment and services.
• • Document all troubleshooting steps, resolutions, and configuration changes with precision to support knowledge sharing and audit readiness.
• • Develop and maintain internal IT documentation and user knowledge base articles to improve self-service capabilities and reduce ticket volume.
• • Monitor systems and proactively identify potential incidents to prevent service disruptions through monitoring, alerts, and best practice promotion.
• • Support compliance requirements by aligning IT practices with security frameworks such as SOC 2, ISO 27001, and NIST 800-171.
• • Provide clear, patient, and solution-oriented technical guidance to non-technical users under time-sensitive conditions, ensuring high customer satisfaction.
• • Collaborate across departments and levels of the organization to resolve cross-functional IT issues and implement improved support workflows.
• • Maintain accurate records of all support interactions and asset inventories, ensuring service level agreements (SLAs) are consistently met.
• • Participate in ad-hoc on-site support requests with minimal notice to ensure business continuity across global teams.
• • Promote IT security awareness and best practices through training materials and user engagement initiatives.
• • Contribute to continuous improvement of IT operations by identifying inefficiencies and proposing scalable solutions aligned with company growth.
• • Operate within a high-trust, agile environment that values empathy, ownership, and collaboration as core cultural principles.