• Receive internal user problems via phone or e-mail • Track problems in ticket tracking package • Interact with cross-organizational entities to escalate network trouble tickets • Ensure all service-level agreements are met • Prepare reports on individual agents and phone metrics

• Architect Scalable Modern Infrastructure: Design and implement robust, secure IT solutions across Azure, Google Workspace, and Intune, ensuring a managed workspace that scales with our global workforce. • Master the Identity Lifecycle: Lead the strategy for Entra ID and IGA-related solutions, automating the "Joiner, Mover, Leaver" (JML) processes and SCIM provisioning for several integrated applications. • Drive Automation-First Operations: Eliminate manual IT bottlenecks by developing custom scripts and API-driven workflows to automate software packaging, deployment, and user lifecycle management. • Lead Cloud & AI Strategy: Proactively execute our cloud roadmap, aligning technology with business goals while exploring and integrating AI solutions to optimize IT efficiency and user experience. • Secure the Modern Environment: Actively implement and maintain security measures, including Conditional Access, DLP, and compliance policies, to protect our identity ecosystem and end-user devices. • Partner for Business Results: Collaborate with cross-functional teams to translate departmental needs into effective, scalable technology solutions that drive productivity and collaboration. • Resolve Complex Technical Challenges: Act as a high-level escalation point for troubleshooting workspace infrastructure, ensuring minimal disruption and seamless operation for our global team. • Stay Ahead of the Curve: Maintain expert-level knowledge of emerging trends in cloud computing, modern work, and AI to keep our infrastructure at the forefront of the industry. • Live the Mission: Inspire and empower others by genuinely caring for your own wellbeing and your colleagues. Bring work-life wellness to the forefront, creating a supportive environment where everyone feels comfortable taking care of themselves.

• Design Audit and Monitoring Strategy. • Develop an annual, risk based‑ audit and monitoring strategy for all delegated provider functions. • Integrate inputs from subject matter experts, operational leaders, and monitoring data to ensure audit plans are targeted, evidence based, and aligned with organizational priorities. • Implement Audit and Monitoring Activities. • Lead, train, and align auditors and specialists to ensure consistent application of audit methodologies, tools, and strategies. • Cross-Functional Collaboration & Integration. • Partner with Delegate Performance, clinical operations, quality, compliance and other internal teams to align audit expectations with operational goals and performance initiatives. • Reporting, Insights & Continuous Improvement. • Develop clear, concise, and executive‑ready audit reports, dashboards, and summaries that highlight key risks, patterns, and performance trends across delegated entities.

About the Role We’re looking for an IT Support Specialist to manage and continually improve our internal IT systems and support processes. In this role, you will be the go-to person for all tech support needs, ensuring every team member – including employees, senior executives, and even board members – has a seamless technology experience. You will handle everything from day-to-day troubleshooting to strategic IT initiatives like onboarding/off-boarding automation and cybersecurity best practices. This role is ideal for a proactive problem-solver with a customer-service mindset and a passion for keeping a startup’s tech environment running without a hitch. What you'll do - Rapid IT Support: Serve as the primary point of contact for all internal IT requests and incidents. Provide prompt, professional technical support to team members at all levels (employees, executives, and board members), resolving hardware, software, and access issues across Mac, Windows, and mobile devices. - System Administration & Provisioning: Administer our core IT systems and user accounts with precision. Manage identity and access through Okta (SSO provisioning, deprovisioning, and security policies) and maintain our Google Workspace environment (email, Drive, etc.). Ensure new hires are onboarded with the right hardware/software and departing employees are offboarded securely and efficiently. - Hardware & Software Management: Oversee the lifecycle of IT assets and tools. Configure and deploy laptops and peripherals for remote and hybrid team members, manage software installations and licenses, and coordinate repairs or replacements as needed. Keep an accurate inventory of devices and enforce endpoint management and security updates. - Troubleshooting & Issue Resolution: Diagnose and troubleshoot technical problems across a variety of systems and applications (network connectivity, VPN, printers, SaaS apps, etc.). Own issues from reporting to resolution, collaborating with external vendors or advanced support when necessary. Maintain a high first-call resolution rate by systematically identifying root causes and implementing fixes. - Cybersecurity & Compliance: Implement and monitor cybersecurity best practices to protect company data. Enforce multi-factor authentication, access controls, and other security protocols via Okta and device management tools. Proactively monitor for security alerts or vulnerabilities and assist with periodic IT audits and compliance efforts. - Documentation & Process Improvement: Create and maintain clear IT documentation, including a knowledge base of common issues, how-to guides for users, and internal IT operating procedures. Continuously refine our IT support workflows and policies – from onboarding checklists to incident response playbooks – to improve efficiency and user experience. - Service Level Management: Uphold a high standard of support by tracking and meeting SLAs (Service Level Agreements) for response and resolution times. Communicate updates to users in a friendly, transparent manner and follow up to ensure satisfaction. Analyze support ticket trends and feedback to identify areas for improvement, ensuring our IT support scales as the company grows. Qualifications - Experience in Remote IT Support: 2+ years of experience in IT support, helpdesk, or system administration roles, preferably in a remote or hybrid team environment. You have a proven track record of supporting distributed employees and resolving issues via remote tools. - Technical Proficiency: Strong familiarity with Okta for identity management and SSO, Google Workspace administration, and common startup tools like Slack and cloud-based SaaS applications. Hands-on experience managing and troubleshooting both Mac and Windows environments is required. - Systems & Security Knowledge: Solid background in basic cybersecurity and IT infrastructure. You understand endpoint management (MDM), antivirus/anti-malware tools, network connectivity basics, and asset lifecycle management (deploying, tracking, and retiring hardware). Any experience with scripting or automation for IT (e.g. Bash, Python, or Google Apps Script) is a plus. - Customer-Service Mindset: Excellent communication and interpersonal skills. You are patient and friendly when guiding users through solutions, capable of explaining technical information to non-technical people. A strong sense of urgency and ownership over problems is essential, along with the ability to prioritize under pressure. - Operational Excellence: High attention to detail and a proactive approach to improving processes. You document your work and follow established procedures to the letter, but also suggest enhancements where you see fit. You take pride in fast, efficient issue resolution and in keeping systems running securely and smoothly. - Education & Certifications: A Bachelor’s degree in Information Technology, Computer Science, or equivalent experience is preferred. Relevant certifications (e.g., CompTIA A+/Network+, Google IT Support, or Okta Certified Administrator) are a bonus, demonstrating your commitment to staying current with IT best practices. Why Join SPREEAI? - Real Impact & Ownership: This is an opportunity to shape a product and brand at the forefront of fashion-tech innovation. Your design work will directly impact how thousands (eventually millions) of people experience shopping with SPREEAI – no bureaucratic layers, your ideas can go live and make a difference immediately. You’ll own projects that truly matter in the company’s growth. - Visionary Team & Exposure: Work side-by-side with a passionate founding team and collaborate with industry visionaries. You’ll have direct access to our CEO and leadership, and even get to interact with world-class advisors (our board includes an iconic fashion figure). It’s a chance to learn from and contribute to the best of both the tech and fashion worlds. - Creative Freedom & Innovation: Join a high-growth startup environment that celebrates bold ideas and moves at lightning speed. You’ll have the autonomy to introduce new design concepts, test emerging technologies, and innovate without red tape. If you’ve ever wanted to combine your love of design, luxury fashion, and cutting-edge tech, you’ll have the freedom to do it here and see your vision realized.