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Job Description
Structured overview of role & requirementsAbout This Role
Manage ServiceNow ticket queues to meet MTTA/MTTR SLAs providing Tier 1 support for workplace tech, VPN, and enterprise SaaS applications.
Perform end-to-end identity lifecycle management and device provisioning across core systems like Okta, Active Directory, Google Workspace, and enterprise tools.
Configure, deploy, and secure macOS and Windows devices using Workspace ONE MDM; author SOP/KB documentation and collaborate on root cause analysis and automation.
Minimum Requirements
3–6 years of experience in IT Helpdesk, ServiceDesk, or Technical Support within a global enterprise.
Proficiency with ServiceNow or equivalent workflow tools, Okta (MFA, SSPR, policies), Active Directory, and identity governance platforms like ConductorOne.
Technical skills in troubleshooting macOS and Windows 10/11, Workspace ONE (AirWatch) or similar MDM, Google Workspace, Microsoft 365, and network fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi).
Foundational understanding of AI/ML technologies and experience using AI tools (e.g., Gemini, ChatGPT) to accelerate troubleshooting and documentation.
Ideal Candidate Profile
Experienced in operating in a global enterprise IT support environment with strict SLA management and endpoint security compliance.
Demonstrates strong ownership for ticket lifecycle and customer satisfaction, combining technical proficiency with clear communication.
Familiar with leveraging AI technologies for operational efficiency and skilled in device security protocols including endpoint encryption and CrowdStrike agent management.