Globalization Partners’ automated, AI-enabled global employment platform, designed by our technical teams and powered by our worldwide HR experts, enables our customers to hire, onboard, and manage the best talent they can find, anywhere in the world. With diverse teams all around the world, our people are the heartbeat of the company and the reason why Globalization Partners is a fun and inclusive place to work. We encourage and support personal growth and career development, trust our team members with the autonomy to do their best work, and believe in recognition for a job well done. Our ideal candidate has a passion for automation, is a deep innovator, and wants to solve complex problems. Your knowledge and experience will be crucial to design and develop high performing cloud-based software products using traditional Agile methodologies and modern frameworks. Did we mention you can experience all of this while working remotely? As a remote-first employer, we value your experience and skills more than where you are located. Join our collaborative work environment where you can make a real impact and love the work you’re doing! We are looking for a Senior IT Helpdesk Support role who is excited to work with some of the most amazing talents in the tech industry and will lead the cross-functional technical initiatives to ensure GP’s tactical and strategic objectives are met. About The Position The main responsibility is to provide and maintain a top-class IT Support service to all GP users, whilst ensuring the effective delivery of ticket management within Level 1 & 2 support. What You Will Do • The role is a step to step above the standard Technician role and performs tasks aside from normal helpdesk duties. The senior should have at least 5 years of IT Support experience. • They should act as the first step in escalation within the team, then escalate up to the manager or L3 team responsible. • A Senior is responsible for both ticket resolution and assignment and must also complete a fair number of tickets independently. • Teamwork: Work closely with the Global IT Services Manager to share knowledge and technical expertise with other IT staff and management as needed. Provide best-in-class local support to all G-P executives and staff. • Documentation/Communication: Document all operating procedures, automation, and best practice initiatives in line with ITIL standards. • Software: Document and ensure all approved software is cataloged, licensed, and under agreed SLA support. • Managed services: Work with 3rd party managed services providers/ vendors to provide full and optimal support for all systems globally. • Information Security: Apply and enforce all Information security policies across the group. Enforce established standards for client hardware, security, and software, including compliance with all relevant IT standards. SOC2, ISO27001, Data Protection - GDPR. Ensure all systems are patched to the latest levels, and cybersecurity controls are applied across the estate. What Are We Looking For • ITIL best practice for IT Service Management ITIL V3 or V4 certification or at least currently studying for this. • Experience supporting users in a cloud-based environment. • Previous experience in a Support Team role (helpdesk or Deskside Support). • Understanding Cloud Infrastructure (IaaS, PaaS, SaaS) and technologies such as Microsoft Azure, Google Cloud, and Amazon Web Services (AWS). • A strong technical background in topics relevant to this role, such as Azure AD identity management, two-factor authentication, Office 365 administration, client configuration, mobile device management, and deployment. • Knowledge of client automation tools (Intune, Jamf, ConnectWise Automate/Manage), endpoint security platforms (Webroot, Microsoft Security offerings), and collaboration platforms (SharePoint, Slack). • Strong communication skill set at both technical and end-user levels. • Strong Documentation management skills. • Ability to work in a hybrid work setting. Position may require 3 days per week in local Boston office. BAU Tasks • Queue Management (assign tickets to IT Techs, ensuring you also take the load for your country egion). • Expect to handle more complex issues and escalations within the Global IT Helpdesk Support Team. • Act as a bridge between the Global IT Helpdesk Support Team and L3 teams like Cloud Services. • Take ownership of Application\Service Catalogue - GP IT Team - Confluence (atlassian.net), ensure this is kept up to date and relevant. • Take and lead regional Daily Huddles in absence of the manager (Aman APAC\EMEA Colin EMEA\Americas). Non-BAU Tasks • New user account creation (onboarding process) • Requesting quotes from suppliers in any region requiring equipment (approval via Stephen) • Pulled into Projects, i.e., endpoint protection roll-out, Windows 11 upgrades, Automated clean-ups, and many more. Training And Knowledge Share • Ensure KBAs and guides are created and populated within GP IT Team - Confluence (atlassian.net). • Accelerate learning and understanding of IT Service Management using ITIL V4 Foundation courses. • Assist in training and onboarding new team members within the team. About Globalization Partners Globalization Partners is the world’s leading global employment platform that makes it fast and easy for employers to hire anyone, anywhere, without having to set up international branch offices or subsidiaries. By using Globalization Partners’ proprietary, AI-enabled, automated, and compliant platform, companies can grow revenue faster, improve their access to global talent, and minimize risk. Customers receive around the clock access to the industry’s largest and most experienced team of global HR experts who can assist with questions about hiring talent in over 187 countries. Globalization Partners: Succeed Faster. Globalization Partners is a proud Equal Opportunity Employer, and we are committed to building and maintaining a diverse, equitable and inclusive culture that celebrates authenticity. We prohibit discrimination and harassment against employees or applicants on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other legally protected status. Globalization Partners also is committed to providing reasonable accommodations to individuals with disabilities. If you need an accommodation due to a disability during the interview process, please contact us at people@globalization-partners.com.