IT Service Desk Specialist (SaaS)

TL;DR

IT Service Desk Specialist (SaaS): Providing global technical support and managing IT operations for employees across macOS and Windows environments with an accent on automation and AI-native operations. Focus on resolving Tier 1 connectivity issues, managing MDM platforms, and optimizing the employee onboarding/offboarding lifecycle.

Location: Primary focus on the EMEA region

Company

hirify.global is a global leader in marketing measurement and analytics, operating an AI-native IT environment across 20 offices worldwide.

What you will do

• Provide global technical support for macOS and Windows environments, focusing on the EMEA region.
• Diagnose and resolve hardware, software, connectivity, and AV issues including Google Meet, Zoom, and Neat devices.
• Manage service requests via an IT ticketing system in alignment with established SLAs.
• Facilitate IT onboarding and offboarding processes and manage the IT asset lifecycle.
• Create and maintain technical documentation and knowledge base articles for self-service.
• Leverage AI tools and automation to improve support efficiency and the employee experience.

Requirements

• 2+ years of experience in an IT Service Desk role within a company of 500+ employees.
• Hands-on experience with hybrid OS environments (macOS and Windows).
• Experience with MDM platforms (Kandji, Intune) and identity management tools (Okta).
• Familiarity with AI tools such as Claude, Gemini, or GPT.
• Professional fluency in English (written and spoken).

Nice to have

• Experience working in a SaaS or cloud-native technology company.
• Familiarity with IT automation and workflow tools like Make.com, Zapier, or scripting.
• Experience with G-Suite administration and Slack.
• Background in troubleshooting network-related issues.

Culture & Benefits

• Innovation-driven environment focusing on AI-native operations and automation.
• Culture of ownership and continuous learning.
• Diverse and multicultural workplace with a global team.
• Commitment to equal opportunities regardless of race, gender, culture, or orientation.