• Lead, mentor, and develop a team of engineers and administrators responsible for enterprise productivity and collaboration platforms. • Oversee and help coordinate 24x7x365 operational support coverage, including on-call rotations, escalation management, and incident response processes. • Act as a senior technical escalation point for complex incidents, outages, integrations, and platform-related issues. • Evaluate emerging technologies, AI capabilities, automation opportunities, and collaboration tooling enhancements. • Serve as a thought leader for modern workplace technologies and employee productivity solutions. • Manage day-to-day operations, administration, governance, and lifecycle management of Microsoft 365 / Office 365, SharePoint Online, Microsoft Teams, Power Platform (Power Apps, Power Automate, Copilot Studio), Voice/Telephony Services, Slack, Five9, Google Workspace, and enterprise application integrations. • Drive operational excellence through ITSM and ITIL-aligned processes including Incident, Problem, Change, Request, Knowledge, and Major Incident Management. • Manage operational backlogs, enhancement requests, platform projects, and service improvement initiatives using Jira. • Own operational service health, uptime, support models, SLAs, and continuous service improvement initiatives. • Develop and manage team on-call schedules and participate in after-hours support and escalation activities as needed. • Establish operational standards, monitoring, alerting, documentation, and support procedures. • Partner with Security, Infrastructure, Networking, IAM, Compliance, Legal, and business stakeholders to ensure secure and compliant platform operations. • Drive platform governance, licensing optimization, automation, and adoption strategies. • Lead vendor relationships, escalations, and strategic roadmap discussions. • Oversee platform integrations, API connectivity, authentication models, and enterprise application interoperability. • Support organizational initiatives involving migrations, consolidations, acquisitions, and platform modernization efforts. • Develop operational metrics, KPIs, dashboards, and executive-level reporting. • Manage incident response coordination and participate in major incident management activities. • Ensure documentation, knowledge management, and operational runbooks are maintained and continuously improved. • Assist with budgeting, forecasting, licensing, and capacity planning activities.

• Define and maintain the information security strategy, standards, and roadmap, aligned to applicable regulations, rules, and security best practices. • Steer security architecture across a cloud-native environment, defining secure-by-design patterns for microservices, APIs, and shared platform services. • Establish and govern secure software development lifecycle (secure SDLC) practices, embedding automated security controls into CI/CD pipelines. • Define and drive adoption of cloud security guardrails - identity, network segmentation, encryption, secrets management, and configuration baselines. • Build and run security monitoring, logging, and threat detection across cloud, infrastructure, and application layers. • Lead the security incident response lifecycle - preparation, detection, containment, eradication, recovery, and post-incident review - and act as incident commander for security events. • Own vulnerability and threat management: scanning, risk-based prioritization, remediation tracking, and reporting across infrastructure, containers, and application code. • Plan and coordinate penetration testing and offensive-security exercises (in-house or co-sourced) and drive findings to closure. • Govern identity and access management, privileged access, and least-privilege principles across cloud and corporate systems. • Define and oversee data protection controls - encryption, key management, data classification, and loss prevention - for sensitive and cardholder data. • Secure corporate IT and office infrastructure, including endpoints, networks, and productivity and collaboration platforms. • Partner with Engineering and DevOps teams to make the secure path the easy path, providing tooling, standards, threat modelling, and design reviews. • Provide security input into architecture and change decisions, including the adoption of new technologies and third-party services. • Run security awareness and phishing-resilience programs for technical and non-technical staff. • Implement and evidence the technical security controls underpinning PCI DSS, ISO 27001, and SOC audits. • Monitor the evolving threat landscape and emerging security technologies. • Act as a key member of the internal security center of excellence and contribute to cross-functional security working groups. • Build, lead, and mentor a small security team. • Report security posture, key risks, and metrics.

• Providing exceptional customer service and support to employees regarding hardware, software, and network issues. • Diagnosing and resolving technical problems via phone, email, and in-person interactions. • Assisting with the setup, configuration, and maintenance of computer systems and peripherals. • Documenting and tracking support requests in our ticketing system to ensure timely resolution and follow-up. • Collaborating with IT team members to identify and implement improvements in processes and systems. • Conducting training sessions for employees on new software and technology tools. • Staying updated on the latest technology trends and best practices to enhance service delivery. • Participating in IT projects and initiatives as needed.

Role Description The ideal candidate is a proactive and independent IT professional who can manage their ticket queue from start to finish with minimal supervision. They will act as a reliable point of contact for employees, providing timely support, resolving escalated issues, and maintaining clear communication throughout the process. This role requires strong technical skills with Mac and/or Windows environments, hands-on experience with Microsoft 365, Azure AD/Entra ID, and Intune, as well as proficiency in using ticketing systems. The candidate should be capable of producing regular reports and ensuring a smooth and efficient support experience for end users. Key Responsibilities - Independently manage an assigned ticket queue from intake through closure, ensuring SLAs are consistently met - Provide L2 technical support for hardware, software, Microsoft 365, network connectivity, identity, and productivity tools - Troubleshoot and administer Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, and Intune - Support Azure AD / Entra ID for identity and device management - Administer and troubleshoot Active Directory and Windows Server environments, including user/group management, GPOs, and basic server issues - Provide support for macOS and Apple devices, including configuration, MDM enrollment, and end-user troubleshooting - Document all cases clearly and accurately within the company's ticketing platform (ServiceNow, Jira, Zendesk, or similar) - Produce weekly support reports summarizing ticket volume, recurring issues, SLAs, and queue updates - Proactively follow up with end users on open tickets and ensure timely resolution - Identify recurring problems and recommend improvements in processes, documentation, or configuration - Maintain and update internal knowledge base articles and end-user documentation - Collaborate closely with US-based IT leadership on escalations and larger IT initiatives Qualifications - Minimum of 3 years of IT Helpdesk/Technical Support experience, with clear demonstrable experience operating at L2 capacity - Proven track record of owning a personal ticket queue, following up independently with end users, and producing regular reporting without prompting - Strong, professional English communication skills — both written and verbal. Must be comfortable working directly with US-based end users and stakeholders - Reliable availability for a full nightshift schedule aligned to US Pacific Time - Hands-on administration experience with Microsoft 365, Azure AD / Entra ID, and Intune - Solid working knowledge of Active Directory and Windows Server (user/group admin, GPOs, DNS/DHCP basics, troubleshooting), PowerShell, Linux - Practical support experience with macOS and Apple hardware in a business environment - Hands-on experience with at least one enterprise ticketing platform: ServiceNow, Jira Service Management, or Helpdesk applications - Strong troubleshooting methodology, ownership mindset, and ability to work with minimal supervision - Stable home internet connection and a suitable work-from-home setup Preferred Qualifications - Relevant certifications such as CompTIA A+/Network+, Microsoft 365 Certified: Modern Desktop Administrator, Azure Administrator Associate, or Apple Certified Support Professional - Experience supporting a US-based media, publishing, or events company - Exposure to basic networking (VPN, Wi-Fi, firewalls) and endpoint security tools - Experience building dashboards or reports from ticketing system data