Role Description The IT Support Specialist serves remotely as the frontline face of IT for our Santa Clara office, providing reliable, professional, and fast on-site support to all onsite workers. Operating on a rotating schedule that ensures one specialist is always present during business hours, these individuals handle everything from day-to-day troubleshooting and access issues to the procurement and provisioning of equipment. They are the first point of contact for any technology need — and their speed, ownership, and professionalism directly shapes the onsite worker experience. This role is primarily focused on providing day-to-day frontline IT support, including: - Windows troubleshooting - Login and access assistance - Peripheral device support - Resolving general end-user technical issues In addition to technical support responsibilities, the role also includes ownership of IT equipment procurement, provisioning, and operational coordination. We are looking for someone who is proactive, professional, responsive, and dependable, with a strong sense of ownership and urgency. As this position supports onsite teams in Santa Clara, the ability to provide timely assistance and effectively collaborate across different time zones is essential to ensuring seamless IT support coverage. Please note that this role requires working remotely in the US shift, with working hours from 8:30 PM IST to 5:30 AM IST. Additionally, night shift allowances will be provided. Qualifications - Bachelor's degree or equivalent work experience, preferably in Computer Science or IT/IS. - 3+ years of hands-on IT support or systems administration experience in a professional office environment. - Strong working knowledge of Windows and Mac OS troubleshooting, browser-based applications, and enterprise SaaS platforms (e.g., Office 365, SharePoint Online, Microsoft Teams, Citrix ShareFile, Okta, Zendesk, Workday, JIRA, Confluence). - Microsoft Azure Active Directory user and device administration experience. - Microsoft Intune and Endpoint management experience. - Experience with hardware procurement and provisioning — including vendor coordination, asset tracking, device configuration, and software license management. - Familiarity with file and folder NTFS security permissions, share permissions, security groups, and Microsoft 365 groups. - Understanding of fundamental network technologies (DHCP, DNS, VPN, NAT, etc.) including hands-on IP address configuration, network patching, and switch installation. - Proven ability to resolve issues quickly, manage multiple requests simultaneously, and prioritize effectively in a fast-paced environment. - Excellent interpersonal and communication skills — able to clearly explain technical issues to non-technical onsite workers with patience and professionalism. - Strong written and verbal English communication skills. Requirements - PowerShell, Logic Apps, Power Automate, and/or Power Apps experience. - Broad infrastructure background covering networking, operating systems, and application topologies. - Experience with ISP equipment and hands-on network infrastructure work. - CompTIA A+, Google IT Support Certificate, Microsoft certifications, or equivalent. Your Competencies - The desire and ability to deal with everyone in a professional, timely, and efficient manner. - Strong work organization, prioritization, and time management skills. - Methodical troubleshooting and problem-solving approach. - Fast learner who can adapt quickly to new systems and environments. - Ability to take initiative, ownership, and proactively investigate issues before they escalate. - High sense of ownership and urgency; known for following issues through to resolution without needing to be prompted. Success Looks Like - Consistent on-site coverage with zero gaps — onsite workers always have access to an IT resource when needed. - Fast, professional resolution of L1 tickets with high onsite worker satisfaction scores. - New hire equipment is procured, configured, and ready before day one — every time. - Inventory, asset records, and software licenses are accurate, current, and audit-ready. - Escalations to higher tiers are well-documented, reducing resolution time for more complex issues. - Onsite workers across the office view IT as a reliable, responsive partner — not a bottleneck. Key Responsibilities - Serve as the primary on-site IT contact for all onsite workers, resolving Level 1 hardware, software, and connectivity issues quickly and professionally. - Provide support across all enterprise on-premise and cloud-based systems including Office 365, SharePoint Online, Microsoft Teams, Citrix ShareFile, Okta, and related platforms. - Troubleshoot Windows and Mac laptops and desktops, browser-based applications, peripheral devices (mice, keyboards, monitors, etc.), and common login/access issues.