Technical Support Specialist supporting developers on Boldr’s open - weight AI platform. Troubleshooting APIs, SDKs, billing, and complex technical issues while building support processes.
About the role
- IT Specialist providing advanced IT support for Windows and macOS systems in a hybrid environment. Managing endpoints, onboarding, and ensuring compliance with security standards.
Responsibilities
- Provide advanced IT support for Windows and macOS systems in a hybrid (onsite + remote) environment.
- Manage endpoints through Kandji and Intune, including configuration, patching, and compliance enforcement.
- Administer Microsoft 365/O365 services (Exchange Online, Teams, SharePoint, OneDrive).
- Handle Freshservice tickets and escalations with a focus on timely, high-quality resolutions.
- Manage employee onboarding and offboarding, including account provisioning, device setup, and access control.
- Support Microsoft Entra ID for user management, MFA, and SSO.
- Perform endpoint patching, security updates, and health checks across the managed fleet.
- Collaborate with Tier I staff and escalate complex issues to Infrastructure or Engineering as needed.
- Provide support for conference room AV systems, Zoom/Teams meeting setups, and executive presentations.
- Assist with light network troubleshooting (connectivity, Wi-Fi, VLAN, or DHCP issues as escalated).
- Participate in weekly queue reviews, prioritization meetings, and ticket trend analysis to improve service quality and reduce repeat incidents.
- Ensure all support activity adheres to internal SLAs, documenting actions clearly within Freshservice.
- Follow established security and privacy standards in handling company data, in line with CYDERES’ SOC 2 and ISO 27001 frameworks.
- Contribute to endpoint hardening, IT security initiatives, and process documentation.
- Maintain and expand the IT knowledge base with troubleshooting steps and configuration standards.
Requirements
- 3–5 years of IT support experience (Tier II/III level).
- Strong knowledge of Windows 10/11 and macOS.
- Proven experience with Kandji and Microsoft Intune MDM solutions.
- Proficiency in Microsoft 365 administration (Exchange, SharePoint, Teams).
- Experience with Freshservice or other ITSM platforms.
- Working knowledge of Microsoft Entra ID for identity and access management.
- General understanding of network fundamentals (TCP/IP, DNS, DHCP, Wi-Fi).
- Excellent communication, documentation, and customer service skills.
- Familiarity with SOC 2, ISO 27001, or PCI DSS compliance environments.
- Certifications- CompTIA A+ and Network+ or Microsoft 365 Certified: Modern Desktop Administrator Associate
Benefits
- Medical Insurance - Employee + dependents covered
- Life Insurance - Protection for what matters most
- Hybrid Work Model - 2–3 days in office
- Maternity & Paternity Leave - Time for the moments that matter
- Paid Time Off - PTO + sick & casual leave
- Bereavement & Volunteer Time - Give back to your community
- Professional Development - Reimbursement program
- LinkedIn L&D Platform - Thousands of courses at your fingertips
- Mobile Phone Reimbursement - Stay connected, on us
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