Related skills
google workspace itil jira service management freshservice bettercloud📋 Description
- Provide hands-on IT support for US users including the CEO, with white-glove service.
- Improve ITIL 4 processes (Incident, Request, Problem, Change, Knowledge, Asset).
- Administer and enhance service-desk tools (Freshservice, Jira) and self-service portal.
- Support SLA/OLA reporting; propose KPI and CSAT improvements.
- VIP support for macOS, ChromeOS, iOS, Android, and Google Workspace.
- Build knowledge base and runbooks for first-call resolution.
🎯 Requirements
- 3-5 years in IT support or service-desk roles.
- Knowledge of ITIL; experience with ITSM tools (Freshservice, Jira Service Management).
- Troubleshoot macOS, ChromeOS, A/V, and basic networking.
- Proven ability to communicate with executives and deliver white-glove support.
- Hands-on with Workspace ONE UEM or Google Endpoint Management and BetterCloud.
- Proactive, can-do attitude with accountability; excellent English communication.
🎁 Benefits
- Five weeks PTO, 11 holidays, unlimited sick days.
- Generous healthcare packages and mental health benefits.
- Monthly wellness benefit and learning reimbursements.
- 401K with matching and equity grants.
- Volunteer time off and company donation matching.
- Choice of Mac or PC computer.
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