IT Specialist

Summary

Join Customer.io's passionate internal operations team as an IT Support Specialist! This entry-level position offers the chance to provide essential technical support to employees, working under senior leadership. You will troubleshoot technical issues, document and escalate problems, conduct basic IT security procedures, and assist with employee onboarding/offboarding. The ideal candidate possesses fundamental SaaS knowledge and expertise in leading technologies. This is a full-time, remote, contracted position requiring 1-2 years of IT experience and remote workforce support proficiency.

Requirements

• 1-2 years of experience in the Information Technology domain
• Experience supporting a remote-first workforce
• Proficiency with MacOS (Ability to interpret macOS log files is a plus)

Responsibilities

• Respond to employee inquiries and troubleshoot technical issues with hardware, software, and occasionally home-based network connectivity
• Document and escalate complex issues to the IT Manager
• Conduct basic IT security procedures (e.g., password/2FA resets)
• Assist with employee on/offboarding tasks
• Update the internal security bulletin database with risk mitigation plans
• Maintain and update IT documentation
• Assist with IT projects under the guidance of the IT Manager
• Perform testing procedures for new software releases and provide deployment support
• Process employee MacBook upgrades and retrievals

Preferred Qualifications

• Industry-specific certifications (e.g., Apple Deployment and Management (ADM) or Apple Certified macOS, Security+, or equivalent)
• Understanding of Google Workspace management
• All-around understanding of MDM and EDR solutions (e.g., Kandji & Malwarebytes)
• Experience in a dynamic, fast-growing environment
• Knowledge of scripting or programming languages (e.g., Python, Bash, or Shell)
• Outstanding communication, documentation, and interpersonal skills
• A team-oriented perspective with the ability to work effectively, with the highest regard for responsibility to the company, its customers, and its employees
• Outstanding organizational skills with thorough documentation techniques

Benefits

• This is a contracted, full-time, remote position
• Flexibility in work hours may be necessary to accommodate global team members and ensure timely completion of tasks